Phone Sales Rep |
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Phone Sales Rep |
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Phone Sales RepCall center sales agents are usually asked to not only sell the basic products that customers want, but are also required to meet upsell and cross-sell quotas for related items. The effectiveness of such a sales effort is partly contingent on the rep's innate sales abilities, but can also be attributed to the specifics of the products available. Upsell and cross-sell items do not necessarily need to be directly related to the original product, but must certainly appeal to the same target market. The positioning of the offers must be carefully crafted to maximize sales effectiveness and minimize the "sales" aspect of the interaction. A good approach when up selling / cross-selling is what is known as "consultative" selling. Consultative selling is a customer focused sales method that advocates identifying customer needs and offering products and services as the solution. Consultative selling works by having the customer do most of the talking, while the sales rep does most of the listening. An important requisite is the rep's preparation (in terms of training, tools and empowerment) to offer ideas, information, and uses for products to meet a customers needs. No one likes a pushy sales person, specially one offering an off the shelf product that has little to no value to the customer. A consultative approach, combined with value added offers certainly improves |
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