In our CSR/Dispatcher monthly Lunch and Learn meeting last week, I gave a short training on the importance of cross-selling or upselling while over the phone. I wanted to make sure that those who were unable to attend could still have access to the training, so I created a 10 minute training (actually 15 minutes) on the topic.
This training really dives in to help Call Center managers prepare and equip their team with the right resources, training, education and experience to feel confident and empowered to sell over the phone. It's not just the right tools, but also the right mindset. By adopting a solution mindset vs. a sales mindset, CSRs will feel more comfortable as they educate and inform customers about special products or services.
You'll also enjoy the transition lines to help you transition your conversation to an offer. I hope this training encourages you to be more brave, offer solutions, and help increase overall revenue and customer satisfaction.
