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

Duration

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

Languages

German
English