What if our customer approaches us, because he wants to use his existing product or has a complaint or wants to maintain his equipment? Can we turn this classical customer care or service situation into a sales opportunity? Of course, yes! The course provides a practical answer on the how.
THE TRANSACTIONAL CROSS-SELLING COURSE focuses on these frequent situations. Whether during a transaction in a bank, a complaint in a telecom showroom, or a scheduled maintenance in an automotive dealership, the opportunity can be exploited by the right attitude and behaviour.
THE COURSE EXPLAINS the winning sales methods and communication techniques from the customer’ point of view; and builds a solid logical process of communication, in which the customer’s mindset is gradually shifted from not having a need into a desire to purchase a new product or service.
WITH PRACTICAL APPROACHES and client-specific situational exercises participants will become conscious of how to guide the customer in a direction, which results in higher turnover, and more importantly in a higher level customer satisfaction.
By the end of the program participants will be able to turn a classical service situation into a sales opportunity, follow through that opportunity and cross-sell additional products, at the same time increasing customer satisfaction.
Principles of Sales
Potential follow-up courses
- On-the-job coaching
- Negotiation Skills courses
- Sales Prospecting course
"We have been cooperating with Develor based on a public tender, which was carried out in the first half of 2006. Develor succeeded in the areas of development of managerial skills, soft-skills and front-line development. Presently, we are also starting cooperation in the area of development of training skills of our internal trainers. We consider our cooperation in all areas as a high-quality and effective cooperation. Develor can fully satisfy our educational needs and bring a high added value, which in the end helps our colleagues in fulfillment of T-Mobile’s mission "To be the most recognized company in the area of service provision". We consider the following as Develor’s main assets: 1. High quality of the offered trainers, their training skills and personal experience from practice. 2. High quality of training contents and the used educational methods, above all the "tailored" case studies and role plays and the used film extracts."Ján Matejovic, Human Resources Specialist - T-Mobile Slovensko
„On 19.11.2010 we organized a teambuilding event for the Control Management and Network services planning Department employees. The service was provided by Develor Bulgaria… We have chosen Develor as we were looking for more than games and emotions. The main task of the trainers was to make the program not only pleasant and fun but also to provoke specific behaviours and create conditions for serious discussions. As a result, there was a spontaneous and very beneficial discussion amongst participants after they have seen themselves in role-play environment, which was analogical to their everyday work life....The program achieved complete accordance with the set goals and was highly praised by the participants.”Spas Velinov, Network Service Management and Planning Division Manager - Globul
„Selling generic products on highly competitive market demands an intelligent approach. As many other generic pharmaceutical companies it was Zentiva’s dream: satisfied customers’ needs, high - end affordable product, and the best human resources. Insights Discovery has made it true. Develor’s tool has helped Zentiva medical and sales representatives to go to extraordinary lengths to assist company clients. Insights Discovery transformed our employees’ sensitivity for customer needs into passion for customer service exceptional quality.”Lyubomir Chipilski, Medical Director - Zentiva
"For us, Develor is a dependable partner who we can always count on if we are looking for high-level creativity at upper-management training courses. Effectiveness, dynamism and true teamwork are all hallmarks of their performance. This is why we have continuously chose the Develor team over the years."Dr. Rita Bede, Media Relations Manager - British American Tobacco
"At the beginning of 2011 the already running leadership developmental program has come to a new station. By top managerial expectation and HR plans, the continuation of the training program could only be carried on if it was based on a thorough and professional diagnostics. It was the middle management of the company that was at the focal point of this diagnostics and training program: Assistant Manager, Manager and Senior Managers, in total 53 people. According to the diagnostic results and of the individual consultations, we have experienced professional implementation in both quality and quantity from the consultants of Develor. Our special needs and requests were incorporated into the processes, and it is safe to state that we received meaningful, useful and tangible information. The consultants from Develor have been customer oriented, flexible, and have maximally taken into account our requirements and expectation throughout developing the questionnaires, in the delivery phase and in the evaluation as well."István Látos, Director - Denso
"On the basis of our now two-year long relationship with Develor, I would describe the company using the following two attributes: professionalism and partnership. Professionalism: well-prepared and credible trainers offering excellent support in arranging various events. Partnership: Joint cooperation in specifying the necessary steps to be taken."Barnabás Kovács, Regional Head of Sales - Wrigley