Mastering Product Upselling and Cross-Selling
Product Knowledge (Product FAB – Features, Advantages, and Benefits)
Effective selling of products requires the frontline Sales Associates to grasp a product’s sufficient knowledge regarding the benefits, features, and advantages. In this case, the lecture method is recommendable to convey such information to the staff by talking with them. As the trainer talks, the staff will listen to grab the information and ask questions they fail to understand. Further, the trainees would take notes during the lecture that they can refer to while delivering the right information to consumers. I recommend the design as the trainers will receive prompt feedback to assess whether the trainees understood the information delivered.
Upselling and Cross-Selling Skills
Upselling and cross-selling entail convincing a customer to purchase a product other than the one in question. In order to persuade customers, I recommend the exercise training design, which allows the trainees to demonstrate real-life skills acquired during the training. In this case, the trainers will attempt to demonstrate real-life scenarios of how staff should engage the customer and convince them to buy higher-end or alternative products. This requires the team to provide relevant information regarding the products and allow the customer to make informed decisions. In this case, the trainer would be able to assess the level of understanding and knowledge gained by the staff during the training period and hence predict the outcomes.
Handling Customer Objections
Role Play. Facing customer objections is a common experience in the market, and I recommend the role-play training design. The trainers should demonstrate some hints of making prompt decisions when dealing with customer doubts on the quality of products. In this case, trainers should encourage creativity and thinking to improve customer language skills. As such, role play plays a significant role for the trainees to assume their real-life roles by simulating real working conditions and assessing their performance.