Customer Service and Upselling Skills

Solidify a happy, loyal customer and add sales

Competition is fierce and the only thing separating your company is the manner in which your customers are treated. This course empowers technicians and others with the right skills to upsell more effectively and increase bottom-line revenues on every client visit from the moment they walk in the front door. Television host and leading sales and low-voltage industry trainer Gail Kasper covers everything from portraying a professional image, developing sales skills, through assertiveness and communication skills that will guarantee and solidify a happy loyal customer.

Course Learning Objectives

• Use 9 steps of your customer call to build and enhance the rapport process
• Tips on professionalism that include uniform, manners, and etiquette
• The 5 basic elements of a good greeting
• Set the stage for a positive experience for both the customer and you
• 3 killer upselling techniques and how to incorporate them into your customer visit
• Receive high customer scores at the close of the customer call
• 5 steps to managing the irate customer

Learning Process and Evaluation

Each student receives a username and password that provides private and monitored access to the online course. Progression through the course is managed by an LMS (Learning Management System).
Upon completion of the course material, the student is required to take a 20 question Final Test. A score of 80% or better is considered a passing grade and the student will receive notification of the score. A Certificate of Completion will be available for the student to print when the Final Test is successfully completed.