Internal Sales/technical customer service

Workshop for customer-centered dialog with cross- and up-selling

Recognize and develop opportunities that arise with intensive customer contact through internal sales or technical customer service.

Create new approaches for special customer experiences with a “WOW effect”. Create customer loyalty through improved dialog management and increase your growth opportunities with cross-selling and up-selling.

What participants learn

  • Basic knowledge communication
  • How to create empathy
  • Deepening part “The power of words”
  • Questioning technique for structured needs analysis (OPAL) incl. cross and up selling
  • Dealing with critical situations
  • Deepening knowledge about customer types

Your Business Outcomes

  • Structured conversation
  • Better understanding of customer needs
  • Adept handling of difficult customers
  • Successful application of targeted questioning techniques in practice (cross- and up-selling)
  • Team building

Possible formats

  • In-person training/Online training

Target group

  • Customer Service Representative
  • Internal Sales Representative
  • 1st level support employee


  • 1 day OR
  • 2×4 h (2 half days) for 2 groups or more


  • German
  • English

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Mag. Günter Kirchberger ist Geschäftsführer der SalesFactory und begleitet seit über 15 Jahren Vertriebsleiter und Verkäufer bei der Steigerung ihrer Salesperformance.