SimplyOrder & New Product

Training for Best Products, Inc.

Table of Contents
Instructor Information 6
Content Introduction 6
Content Details/Topics 6
Audience Information 7
Timeline 7
Course Schedule for Telephone Operators 8
Course Materials 8
PowerPoint presentation 8
Preparation Checklist 8
Several Days Prior 9
The Day of the Training 9
Unit 1: Class Overview 10
Welcome 10
Administrative Details 11
Introductions 11
Purpose of Training 11
Duration of Training 13
Content Introduction & Agenda for the Class 13
Course Objectives 14
Activity: Ice-Breaker 14
Questions 15
Lesson 1: Using the New Features of the Product Guide 16
Introduction 16
Introduction 16
Importance 16
Overview 16
Objectives 17
SimplyOrder - New features 18
Introduction 18
Importance 18
Importance, cont’d. 18
Overview 19
Group Discussion 20
Questions 20
Searching for products 21
 Introduction 21
Importance 21
Overview & Search Demonstration (Part I & II) 22
Searching by item # 22
Searching by keyword (s) 22
Filtering the search result list 23
Activity/Scavenger Hunt - 10 questions 24
Questions 25
Lesson 4: Upselling and Cross-Selling Products 26
Introduction 26
Introduction 26
Objectives 26
An Introduction to Upselling and Cross-selling: Overview 27
Upselling 27
Examples of Upselling 28
Cross-selling 29
Examples of Cross-selling 30
Importance 30
Why They Are Important 31
Introduction to Benefits 32
Video on Benefits 32
Pitching the Upsell and the Cross-sell 35
Introduction 35
Overview 35
Importance 36
Discussion 37
Do you have any questions before we continue? 38
Upselling and Cross-selling Guidelines 38
Guideline #3: Taking the Lead and Being Proactive 40
Upselling and Cross-Selling Techniques 41
Upselling/Cross-selling Pitching Demonstration 45
Pitching Upselling/Cross-selling Group Activity 46
Pitching/Cross-selling Activity, cont’d. 47
Instructor Information

Content Introduction
The purpose of this course is to provide Best Products, Inc. with a training solution to address the stated
goals for excellent customer service and revenue growth for the coming year. The focus of the project is
to improve the ability of customer service representatives and supervisors to use the Simply Order entry
system. Coast to Coast Design Groups goal is to provide the skills and knowledge for telephone
operators and supervisors to use the new Best Products, Inc. Simply Order entry system to enhance
customer satisfaction and increase corporate revenue. The course includes the presentation of content
followed by hands on exercises and practices. The workshop will cover these units:

· Using the New Features Product Guide

· Answering and Handling Calls
· Taking New Orders
· Upselling and Cross-Selling Products
· Processing Orders for Accurate Billing and Final Payment
· Handling Customer Inquiries
· Processing Exchanges and Returns

Content Details/Topics
The course was carefully developed to support all the tasks that telephone operators must perform in
receiving and handling customer calls. As you look at the following list, you’ll see that tasks are
organized by high level categories.

The table below shows the tasks participants will be trained on:

Course Introduction
Lesson I. Using the New Features of the Product Guide
● Overview of new features
● Navigating the interface
● Searching for products
● Locating specifications for product Information
● Find product substitutions
● Review customer order history
Lesson II. Answering and Handling Calls
● Answering the call
● Determining reason for the call
● Inquiring if customer is a new or existing customer
● Creating or updating customer account
● Transferring a call
● Closing a call
● Adding call details to customer account
Lesson III. Taking New Orders
 ● Accessing customer account information
● Opening new order page
● Obtaining product information from customer
● Searching for products in SimplyOrder
● Checking inventory for the desired quantity
● Promoting substitutions when item requested is unavailable
● Entering customer’s order in SimplyOrder
● Confirming customer’s order
Lesson IV. Upselling and Cross-Selling Products
● Preparing to upsell and cross-sell to customers
● Pitching the upsell and cross-sell
● Promoting special offers with a minimum purchase
● Selecting cross-sell/upsell product key codes
Lesson V. Processing Orders
● Confirming product order is accurate
● Entering promotional codes
● Confirming delivery method
● Confirming purchase total with customer
● Providing payment options to customer
● Obtaining payment option from customer
● Confirming billing and delivery address
● Entering a new billing address
● Entering a new delivery address
● Confirming email address for order confirmation and providing a tracking number for delivery
Lesson VI. Handling Customer Inquiries
● Listening to the details of a customer inquiry
● Summarizing the customer’s inquiry and entering the details in the system
● Resolving issue or determining need for additional support
● Escalating customer complaint calls to supervisor
Lesson VII. Processing Exchanges and Returns
● Determining if an item can be exchanged or returned
● Communicating store policy to customer
● Accessing and completing the item exchange/return form
● Requesting the reason for exchange or return
● Entering customer’s refund request into system
Review and Summary

Audience Information
Telephone Operators are all women varying in age from eighteen and recent high school graduates to
women in their sixties. The smallest group is in the 35-55 range. Although some have prior phone
experience, this is a first-time position for many. Supervisors are selected from this group based on the
quality of past work performance and will attend all course lessons with telephone operators.

Timeline
This course is four hours in length. A suggested breakdown for topics and time appears below and a
blank section is provided for your convenience to register actual time. Some topics are assisted with
hands on computer practice and some role play; while, some are a combination of both. Two short
breaks are provided and the placement of these may be adjusted as you prefer. Below find a suggested
strategy for organizing the outline contents.

Course Schedule for Telephone Operators

Lessons Total Time Actual

Introductions 10 ___:__ to__ __

I. Using New Features/Product Guide 30 ___:__ to__ __

II. Answering/Handling Calls 15 ___:__ to__ __

Break 5

III. Taking New Orders 35 ___:__ to__ __

IV. Upselling/Cross-Selling Products 30 ___:__ to__ __

Break 5

V. Processing Orders 35 ___:__ to__ _

VI. Handling Customer Inquiries 20 ___:__ to__ _

VII. Processing Exchanges and Returns 25 ___:__ to__ _

Review and Summary; Q&A 10 ___:__ to__ _

TOTAL TRAINING TIME 4 HOURS _

Course Materials
The following course materials will be located on a DVD provided by Coast to Coast Design Group.

● PowerPoint presentation
● Facilitator Guide
● Participant Guide
● Pitching Guidelines Job Aid
● Pitching Guidelines Checklist
● Video for Lesson 4
● Course evaluation

Preparation Checklist
Use this list to assist you in your preparation for your training class. Some of the preparation should be
done prior to the class and some the morning of.

Several Days Prior

❏ Review the facilitator guide PowerPoint presentation and be familiar with all subject matter.
Add your own notes where needed.
❏ Obtain DVD with course materials provided by Coast to Coast Design Group
❏ Print Facilitator Guide, Participator Guide, Pitching Guidelines Job Aid, Pitching Guidelines
Checklist and Course Evaluation
❏ Gather name tags, paper and pencils, markers, and 3-4 flipcharts.
❏ Make arrangements for refreshments to be available.
❏ Check with Sponsor for list of attendees and possible replacements to cover unexpected
absences.
❏ Obtain any logins you may need for computer entry in the training environment.

The Day of the Training

❏ Visit the training site and check all equipment and computers to make certain that everything is
accounted for and working.
❏ Ensure projector is working properly.
❏ Check the computers to see that all are functioning.
❏ Check that you have the course materials with you.
❏ Check that refreshments are ready.
❏ Ensure course materials are distributed.
❏ Check with your sponsor to ensure that there are no unexpected absences or substitutions for the
trainees.
❏ Place participant guides by each computer along with any job aides and guides - one for each
computer.
❏ Place name tag on top of each participant guide.
❏ Place note paper and pen by each station.
❏ Open the PowerPoint presentation to the first slide.
❏ Be sure you have three – four flipcharts with ample paper and markers
Unit 1: Class Overview
Welcome the telephone operators
and supervisors to SimplyOrder
and New Product Training.
Time: _15__ min.
Welcome
Welcome to SimplyOrder and New Product Training. Best
Products, Inc. has made some changes to their order entry
system. They now use SimplyOrder and have incorporated
the product guide in an electronic format. We are excited to
be here and for you to learn about, and start using, this new
system.
Review administrative details:
Administrative Details
Tell participants there will be two Instructor will point out location of closest restrooms.
scheduled 5-minute breaks. Please
remind them that they can take We will be taking two scheduled 5-minute breaks.
bathroom breaks as needed.
Please be sure to grab a nametag and write your name on it.
Review that refreshments will be
available throughout the training. Refreshments will be available throughout the training.
Direct them to grab a nametag to If you have any questions, feel free to ask them at any time.
wear if they haven’t already. When we are practicing in the system, if you need help
Explain that there will be navigating an area, raise your hand and one of the trainers
activities throughout the training will come and assist you.
to apply concepts and practice
using skills, with hands-on
opportunities.
Encourage questions throughout
training and explain if they need
help with navigating to raise their
hand and one of the trainers will
assist.

Introduce yourself and any other

trainers that are present.
Ask participants to introduce
themselves with name, position,
how long they have been with
Best Products, Inc. and their
favorite product.
Introductions
Facilitator introduction(s).
Participant introduction:
Tell us you name, position, tenure with the company and your
favorite product.

Review the purpose for the

training.
Stress that their feedback was
taken into consideration when
this training was developed.
Purpose of Training
The purpose of this course is to introduce the new system,
call out similar features of the old system and highlight the
new features and electronic product guide.
Provide hands-on practice of skills needed to successfully
place customer orders using the new features.
Tell participants that the focus of
the project is to improve the This will improve your ability to obtain detailed product
ability of telephone operators and information and efficiently place customer orders via the
supervisors to use the SimplyOrder entry system.
SimplyOrder entry system and
By helping you obtain detailed product information,
improve customer service. you will be helping to:
● Give our customers a positive ordering experience
Goals: ● Increase overall customer satisfaction
● Enhance customer ● Increase annual revenue
satisfaction
● Increase job satisfaction
● Increase corporate
revenue
Remind participants that the
training will be four (4) hours and
there will be breaks provided.
Review the content introduction
and agenda for the training.
Participants will attend all lessons.
Duration of Training
This training session will last approximately four (4) hours.
There will be time for you to ask questions throughout the
training - you do not have to wait until the end of the session.
Content Introduction & Agenda for the Class
This training course includes seven lessons as well as the
course overview (introduction) and final review and
summary. There will be an opportunity for you to provide
feedback on the course at the end of the training session.
Course Introduction
Lesson I: Using the New Features of the Product Guide
Lesson II: Answering and Handling Calls
Lesson III: Taking New Orders
Lesson IV: Upselling and Cross-Selling Products
Lesson V: Processing Orders
Lesson VI: Handling Customer Inquiries
Lesson VII: Processing Exchanges and Returns
Review and Summary
State the objectives of the training
course and what they will be able to Course Objectives
do at the end of the course. After completing this course, telephone operators and
supervisors will be able to:

● Use the New Features of the Product Guide

● Answer and Handle Calls
● Take New Orders
● Upsell and Cross-Sell Products
● Process Orders for Accurate Billing and Final
Payment Method
● Handle Customer Inquiries
● Process Exchanges and Returns

Describe the activity:

Description: ‘So What?’ Purpose: To
help your participants translate the
features of their products and services
into benefit language.
Activity: Ice-Breaker
This activity is designed to help you enhance your customer
conversations by being able to describe the features of our
products as benefits to our customers.

Materials: Paper and writing utensils. You will split up into 2 teams of 5 people each. Each team
member writes down at least 3 qualities of your favorite
How to: product(s).
● Divide class into 2 teams
● Ask to write on paper at least 3
qualities or features about their
favorite product(s) (allow 1-2
minutes)
● Participants read answers to team
members and team members
respond with ‘So What?’
● Intention is to have participants
drill down to real benefits of
products to customers to
enhance/encourage TOs to upsell,
cross-sell and recommend
substitutions.
Ask participants if there are any
questions before starting Lesson 1.
Questions
Before moving on to Lesson 1, do you have any questions?
Lesson 1: Using the New Features of the
Product Guide
Time: 30 min.

Introduction
Explain that one of the first steps
we need to cover is the new
Introduction
features of system and search Our first lesson will give you a brief overview of the:
engine. ● Old product guide versus the new product guide
● New features of the electronic product guide
Prepare them that this is a ● Then focus on the new search engine for products.
component of the other lessons.

Highlight that the new tools will

make their jobs easier.
Explain that the new features will:
● Help them be able to do
their jobs better
● Provide complete product
information about the
items they sell.
Review importance of:
● Employee satisfaction
● Customer satisfaction
● Revenue growth
Importance
To do your job effectively with improved efficiency, it is
important to be able to navigate SimplyOrder and the new
electronic product guide with ease and use the new features.
The new product guide will give you the ability to provide
complete product information to your customers.
The changes are intended to help Best Products, Inc. meet
their goals of improved employee and customer satisfaction
and revenue growth.

Tell them we listened and their

concerns and feedback guided the
new features.
Review new features
Overview
The new features were developed based on your feedback.
The new features of the system provide:
● Easy product search
● Robust product information
● Display of information all in one place electronically
● Improved use of customer data.
Review Lesson 1 objectives.
Objectives

Listed are the objectives specific to this Lesson 1: Using the

New Features of the Product Guide.

In this lesson, you will:

● Identify the new features in SimplyOrder and the

new product guide.

● State ways that the new features will help you in

your job.

● Practice searching for products by item # and

keyword

● Practice filtering the search results list

SimplyOrder - New features
Introduce this topic by reviewing
the topic objective: Participants
will identify one benefit of the
new system features that they feel
will help them do their job better
and share it with the class
Motivate the participants to
learn and use the new system
features by reflecting on the old
system and product guide. This
is intended to elicit motivation to
learn and use the new system.
Display the old product guide
simultaneously with slide (see
next page) of employee quotes
State the limitations of old
product guide:
● Paper vs electronic
● Product details were
limited
● Was not searchable by
item # or alphabet
● Did not offer cross
reference
● Did not have a search
feature
● The exact description was
needed to search
● Displayed items written
in paragraph format
Introduction
Before we delve into the specific details and functions of
each of the new features, we will review the three (3) new
primary features and how they will benefit you in your job.
Topic Objective: You will identify one benefit of the new
system features that you feel will help you do your job better.
Importance
Understanding the new features of the system and product
guide is fundamental. We will provide you the start to be on
your way to navigate the system with ease and efficiency.
Let’s start with feedback we received that led to the new
features.
“My product guide is pretty much in tatters and I still don’t
have the thing memorized”
“It’s organized by product type, not in alphabetical order or
by number”
“There’s no cross-reference number.”
“Sometimes the product is-shorts, girls, and sometimes it’s
girls shorts, so we really don’t know exactly how to look
things up. That’s the biggest problem around here”
“My friend works for another company, and the product
information is built right into the order system. How easy is
that?!”
Importance, cont’d.
Limitations of the old product guide:
● Paper versus electronic
● Product details were limited
● Not searchable by # or alphabet
● No cross reference
● No search feature
● Exact description needed
Tell participants the three (3) new
features of the system are:
Overview
● Optimized product search So, what are the new features of SimplyOrder and the new
engine product guide?
● Expanded product 1. Optimized product search engine
information 2. Expanded product information
● Improved customer data 3. Improved customer data interface
interface
Consider how these may impact your job.
Explain details of each feature
Goal is to help participants to
connect what benefits they will
offer them in their job.

Explain details of search engine. Optimized product search engine

● Compare up to three products at a time
● Two ways to search for products (item # or using
keywords)
Explain details of expanded Expanded product information
product information. ● Auto-generated product recommendations
● Substitutions
● Fabric content, washability
● Dimensions
● Shipping costs
Explain details of additional Improved customer data interface
customer data availability: ● Order history
● able to see previous ● Payment methods
orders in order to
recommend additional
items or similar
Ask participants to think of ways
that their job will be easier based
Group Discussion
 As we discussed the details of each of the new features, what
on the new features. are ways that your job may be easier?
Ask each learner to verbally state
one (1) way that their job will be Share one of the benefits with the class.
easier based on the new features
and the benefits of each.
Encourage them to not repeat
ideas of they have more than one
and their classmate has already
stated the benefit .
Ensure that these benefits are
verbalized (if no learner has
mentioned)
● Quicker search
● Help customers quickly
● Less stressful to find
information
Ask participants if there are any
questions before starting next
Questions
Topic. Before moving on to the next topic, do you have any
questions?
Searching for products
Explain we will now focus on
executing the initial search for a
product.
State the topic objective:
Participants will be able to locate
product information using both the
item # and keyword search and
filter the search result list.
Emphasize the importance of the
new search engine:
● Faster search
● Easier to locate items
● More than one way to
search
Introduction
In this lesson, we will focus on one new feature, the
optimized product search engine.
We will review the two ways to search for products and how
to filter the search results list while demonstrating the search
in the SimplyOrder system.
Topic objective: You will execute a search in the product
guide and locate a product by searching with an item # and
using a keyword (s). You will also filter the search result list.
Importance
Executing the initial search to find a product is one of the
primary tasks within the SimplyOrder system.
The new search engine is embedded in the SimplyOrder
system for a one stop shop.
Improved features of the search in the product guide include:
● Different ways to search
● Filtering the search results - allows you to complete
a search and locate products quickly and easily
● Ultimately leading to improved customer
satisfaction and lessened frustration for you
This will be a live demo; switch screen
from PPT to SimplyOrder system. Overview & Search Demonstration (Part I & II)
Demonstrate searching by item#, The software demonstration will be shown on the projector
keyword and filtering search and there are screenshots with step by step instructions below.
results list on projector. While
demonstrating, simultaneously
provide instruction to participants
so they can navigate with you and
provide detail on each search.
Other trainers should walk around
room to ensure participants are on
task.
Tell participants to complete steps There are two ways to execute a search for a product in the
along with you. new product guide.
State the two ways to search. ● Item #
● Keyword (s)
● Item #
Once you have a search result list, you can also filter the lists
● Keyword
to locate the correct product.

Item # search
Searching by item #
Explain that the first way to search
Each product has an individual item #.
is by item #.
If the customer has the exact item #, this is the easiest way to
Navigate to the search bar. search for a product and will only bring up that item.
Execute a search using item Best Practice: Most direct way to find product and ensures
#223403 (blue velour blanket) correct product is chosen.
while talking about the item #
To search by item #:
search
1. Locate the search bar
simultaneously 2. In the search bar, type in item # 223403
Explain that searching by item # is 3. Click enter
best practice and the easiest way to Product #223403 is a blue velour blanket and will display in
search for a product. It’s associated the search result.
with one product, so that product
*Notice that only one item displays.
will be the only one that appears in
the search result.
● Quick
● Direct
● Ensures the correct
product is located.

Keyword Search
Navigate to the search bar..
Explain that if customer does not
have a specific item # or wants to
see several items that may be
Searching by keyword (s)
If you do not have the specific item # to search by, you can
search by a keyword or keywords.
The keyword search can be any word or combination of
words that will trigger products to display in the search result
available you can search by
keyword (s)
Execute a search using keyword
blanket while talking about the
keyword search.
Explain that searching by keyword
has the benefit of:
● finding any similar
products
● items offers filtering
Keyword search can be any word
or combination of words that will
trigger products.
● type of product
● manufacturer
● gender specific
Tell participants that keywords you
use may limit or broaden your
search. .
Add the word blue blanket to
keyword to display how this limits
search
Filtering the search result list
Demonstrate filtering the list
Explain that each product type
will have different filter options
Return to search list result for
“blue blanket”
Filter list to for queen size to
display queen blue blankets
list.
Benefits of keyword search:
● finding similar products
● items offer filtering
Examples of keywords are:
● type of product
● manufacturer
● gender specific
To search by keyword:
1. Locate the search bar
2. Type in keyword ‘blanket.’
3. Click enter.
A search result list will display:
If you have trouble finding appropriate products, lessen the
keywords. If you get too many results add keywords.
1. Add the word ”blue” in your keyword in the search
bar so it reads “blue blanket.”
2. Click enter.
Notice how this limits your search result list:
Filtering the search result list
Filtering is another way to limit or view the search result list.
Different options to filter the search result list will be
dependent on the type of product.
To filter your search result list:
1. Go to the search result list for “blue blanket”
2. Click on the column you want to filter.
3. In the size column select “queen”
 The list will now display blue blankets that are available in
queen size:

Show slide with Scavenger Hunt

Activity/Scavenger Hunt - 10 questions
Tell them they now get to practice
We are now going to give you the opportunity to dive into the
searching for products in a new system and start searching for products on your own.
Scavenger Hunt.
Explain the instructions to Directions:
complete the Scavenger Hunt ● You will have 5 minutes to complete the Scavenger
Hunt.
questions and that they are to:
● Work with a partner to search as instructed and
● Work in pairs answer each question and write your response on the
● Complete the scavenger handout.
hunt within 5 minutes ● When you are finished have the facilitator review
● Raise hand for assistance your responses.
from a trainer
If you have any questions or need help locating something,
● Review answers with a raise your hand and one of the trainers will come and assist
trainer when completed you.
Participants must answer 10/10
questions correctly (may receive
assistance from trainers)
Review each pair’s responses.
Assist finding correct answer if
needed.
Answer key:
1. Teddy bear snow globe
2. 13
3. Yes
Search for item# 290393
 1. What is this item?
4. Yes
Search using keyword “trousers.”
5. 42 2. How many products are displayed?
6. Yes 3. Can you filter this product list by manufacturer?
4. Can you filter this product list by color?
7. 6
Search using keyword “quilt”
8. 32 5. How many quilts does Best Products sell?
6. Can you filter this product list by children’s quilts?
9. 9 7. How many of the quilts listed are children’s quilts?
10. 3 Search using keyword “sweaters”
8. How many sweaters are available?
Search using keywords “men’s sweater”
9. How many men’s sweaters are available?
Search using keywords “men sweater Hunter Club”
10. How many men’s sweaters by Hunter’s Club brand
are available?

Ask participants if there are any

questions before starting the next
Questions
topic/section. Before moving on to topic, do you have any questions?
Lesson 4: Upselling and Cross-Selling Products
Time: 30 min.

Introduction
Introduce this lesson, using the
transition on the right.
Introduction
Now that you have learned about how to take an order, let’s
move on to key sales techniques that can add value to the
order.

Our fourth lesson begins by giving you a brief overview of

upselling and cross-selling and what it is, explains why it is
important, as well as explains the benefits of upselling and
cross-selling for the customer and the company.

Review Lesson 4 Objectives

Objectives
Here are the objectives for Lesson 4: Upselling and Cross-
Selling Products.
In this lesson, you will:
● Demonstrate the core preparation skills for
upselling and cross-selling to a customer.
● Demonstrate initiating a pitch to a customer
using upselling and cross-selling techniques.
Explain that they will learn the
concepts of upselling and cross-
selling.
Tell participants that the two
concepts will be differentiated.
Remind participants that the two
are not interchangeable.
An Introduction to Upselling and Cross-selling:
Overview
In this lesson, you will learn about the concepts of upselling
and cross-selling.
What is upselling and cross-selling and how do we
differentiate the two?
These persuasive sales techniques are not interchangeable.
Let’s look at each one, to recognize the differences.
Let’s start by defining upselling and cross-selling to
recognize the differences between them.

Introduce upselling.
Upselling
First, let’s look at upselling.

Tell participants that upselling is

about how much more value the
customers are told they can get
by purchasing the higher priced
item, in respect to features and
benefits.
Point out to participants that if
the customer perceives the added When we talk about upselling, it is about how much more
features or benefits support the value the customers are told they can get by purchasing the
upgrade, it is a successful upsell. higher priced item, in respect to features or benefits. Do the
customers perceive the added features or benefits support the
upgrade? If they do, that is a successful upsell.
Remind them that it is all about
selling the customer a better
product at a higher price.
It is all about selling the customer a better product at a higher
Reiterate it is about spending price. In other words, spending more on an upgraded version
more on an upgraded version of
the same type of product.
Provide verbal transition to go
over examples of upselling.
Go over examples of upselling.
Tell them about the upsell to a:
● SMARTphone
● First Class cabin
● A double patty
cheeseburger
● Fully loaded car
Reiterate these are all examples
of upselling.
Ask participants if they have any
other examples to share with the
group.
Ask participants if they have any
questions.
of the same type product.
Examples of Upselling
Let’s take a look at some examples of upselling.
● A customer may simply want to purchase a new,
simple cell phone, yet the salesperson manages to
sell them a SMARTphone by promoting all the
added features and benefits.
● Or a customer wants to purchase an airline ticket but
is convinced by the booking agent that they will
have a more comfortable flight in the first class
cabin rather than in coach.
● Or, at a restaurant, when the customer is asked if
they would like to have two beef patties instead of
one on their cheeseburger.
● Or when a customer walks into a dealership
intending to buy a base model car but end up leaving
with a fully loaded one.
These are all examples of upselling.
Do any of you have another good example that you would
like to share with the class?
Do you have any questions regarding upselling?
Introduce the cross-sell using
the transition to the right.
Cross-selling
Now that we have a better understanding of upselling, let’s
Remind them that these two
look at a second sales technique known as cross-selling.
techniques are not
interchangeable. As was mentioned earlier, these two techniques are not
Tell them that they will now see interchangeable.
how cross-selling is different
than upselling.
Let’s see how cross-selling is different than upselling.

Remind them that cross-selling

Cross-selling is a different type of persuasive sales technique.
is a different type of sales
technique.
Explain it is inviting customers It is inviting customers to buy related or complementary
to buy related or complementary items in addition to the primary purchase.
items in addition to the primary
purchase.
It is selling what the industry calls “add-on” products.
Describe cross-selling as “add-
ons”.
Explain to them that add-ons are Add-ons are items that have a direct correlation to, or
items that have a direct improve the function of, the main sale.
correlation to, or improve the
function of, the main sale.
Provide verbal transition to go
over at examples of cross-
Examples of Cross-selling
selling. Let’s take a look at some examples of cross-selling.
Go over examples of cross-
selling.
Tell them about the add-ons for
a:
● cell phone
● toy
● swimsuit
● airline ticket

A customer purchases a phone but is also is presented the

option to purchase the companion products of the power cord
and a protective cell phone case. Selling accessories for the
primary product that the customer was interested in buying is
a common cross-sell technique.
Or noting for the customer that the toy they are purchasing
requires batteries to be operational and recommending the
type of batteries needed. Batteries are an ideal cross-sell item
for products that don't include them but are required to
operate the item. Not only would this increase the total order
value but it also prevents the customer from receiving an item
they cannot use immediately.

Or bringing to the customer’s attention that you also sell

sunglasses when the customer is purchasing a swimsuit.

Or offering a car rental when a customer calls a booking

agent to purchase an airline ticket for their summer vacation.

These are all examples of cross-selling.

Provide verbal transition to go
talk about why these concepts
Importance
(sales techniques) are important. Now that you have a better understanding of the differences
between upselling and cross-selling, let’s talk about why they
are important.
Ask the question, “Why are
upselling and cross-selling
important?”
Invite participants to volunteer
their answers. After 2-3
responses, move to the next
slide.
Tell them “Here is why they are
important.”
Go over each reason they are
important.
● Instrumental in
maximizing potential
sales
● Meeting the customer’s
needs
● Adding value
● Introducing new
products
● Increase Revenue
Why They Are Important
Here is why they are important.
● Upselling and cross-selling are instrumental in
maximizing the potential sales of each customer.
The customer is already on the phone, so let’s give them
the greatest pitch we can to select and recommend the
products that meet their needs.
● Upselling and cross-selling attempt to meet the needs of
the customer, making sure that the customer chooses the
right product for them.
For upselling, it is about you selecting products that help
the customers perceive that the items promoted are a
step up to a better product at a higher rate and are just
what the customer was looking for.
For cross-selling, it is about you introducing add-ons
that are perceived by the customer as complementary, or
noting for the customer the products that are frequently
purchased with the “main item”.
● Upselling and cross-selling add value to the customer.
Perception of the customers should be that you are
helping them WIN. You need to explain to the customers
HOW they win. For instance, explaining to customers
how they benefit from that product; or reminding
customers how they now have everything they need to
use that product.
 ● They help introduce new products to the customer.
● This is an opportunity to promote new products offered
by the company. It can expand the customer’s
knowledge of products available through the company
to purchase and may introduce them to other categories
of products they were unaware that the company sells.
● And lastly, upselling and cross-selling are responsible
for 10-30% of revenues.
That means successful upselling and cross-selling
makes a significant difference in spending per customer.
Ask the question: “Are there
benefits?” to transition to next
Introduction to Benefits
topic.

Tell participants that upselling

and cross-selling are also
important because they do have
benefits for both the company
and the customer.

Upselling and Cross-Selling are also important because they

have benefits for both the company and the customer.
Click this link to access the
video: bestproductsintranet.com/
Video on Benefits
benefitsupsellcross-sellvideo Let’s take a look at a video that discusses the benefits of
upselling and cross-selling along with scenarios in a
If you have issues with the customer service call center.
video link:
● Copy and paste the link Video Discussion
into your browser’s
address bar or, Which benefits were addressed in this video?
● Access the video from
the DVD that was What did you observe in how the customer service
provided to you. representative presented different options and scenarios to
the customer to suit their needs and interests?
Play the Upselling/Cross-selling
Benefits video. Do you have any questions before we continue?
Ask participants to identify
benefits addressed in the video.
Discuss the video with the
participants, asking participants
to describe how the customer
service representative used the
benefits of upselling and cross-
selling with the customer.
Prepare to point out the
upselling/cross-selling that was
demonstrated in the video:
● Customer service
representative persuaded
the customer to purchase
an item that
complimented the
original item purchased.
● Customer service
representative presented
the customer with a
more expensive option
than the item she wanted
to purchase which
worked out better for
her.
Ask participants if they have
any questions before you
continue.

Inform participants that they Small Group Activity

will now move on to a Small
Group Activity.
Explain to participants that in
the next activity they will have
the opportunity to identify the
benefits of upselling and cross-
selling for:
Now let’s move on to a Small Group Activity. In this
activity you will have the opportunity to identify the
benefits of upselling and cross-selling for the customer and
the company. We want you to reflect on the examples of
upselling and cross-selling you just saw in the video. Use
that information as a reference when completing this
activity.

● the customers
● the company.
They will use the video as their
example for reference.
Materials needed: flip charts
and markers, video
Explain the activity to the
participants.
● They will break into
groups of 3-4 ● You will now break into groups of three to
● Using a flip chart, they four.
will create two columns
● Using a flip chart, you will create two
representing customer
versus company columns representing customer versus
benefits. company benefits.
● They will list the ● You will list the benefits of upselling and
benefits of upselling and
 cross-selling for each.
● At the end of the
activity, each group will
be asked to share the
benefits from their charts
with the rest of the class
Tell participants, after group
work is completed (allow 3-4
minutes), they will then share
their charts with the class and
will discuss why they selected
these benefits.
Remind participants of possible
benefits to the company or
customer if groups needs
assistance:
Company
● Builds customer loyalty
● Builds customer equity
● Provides exposure to
higher margin items and
bestsellers
● Increases the average order
value
● Increases profitability
Customer
● Helps the customer realize
unknown needs
● Offers convenience
through one-stop shopping
● Increases customer
satisfaction
● Introduces customer to
other product categories
● Encourages better customer
service from relationship
marketing
cross-selling for each.
● At the end of the activity, your group will
share their charts with the rest of the class and
discuss why they selected these benefits.
Discussion of Small Group Activity
Groups, you will now share your charts with the rest of the
class and discuss why you selected these benefits.
Let me add benefits you did not cover (if applicable).
Company:
● To start, upselling and cross-selling build customer
loyalty by meeting and exceeding customer
expectations. This helps with increasing customer
retention.
● Upselling and cross-selling also build customer
equity. The more loyal a customer, the more likely
that there will be future revenue garnered.
● Upselling and cross-selling can also provide
exposure to higher margin products and bestsellers.
This can help balance the growth between low and
high margin products.
● More importantly, upselling and cross-selling
increase the value of the average order, increasing
revenue for the company.
● In turn, this can increase profitability (revenue less
the cost of goods sold and operating expenses.) This
occurs in part due to lower customer acquisition,
helping to achieve that higher profit margin.
Customer
● Helps the customer realize unknown needs such as
the example of the batteries for a toy.
● Offers convenience through one-stop shopping
● Increases customer satisfaction by finding the
product/s that best meets the customers’ needs.
● Introduces customer to other product categories.
● Encourages better customer service from
relationship marketing. It provides customers
information directly suited to their needs and
 interests.

Pitching the Upsell and the Cross-sell

Explain to participants that we
will learn to use pitching
guidelines and upselling and
cross-selling techniques to
practice pitching products to
customers.
State the topic objective:
Demonstrate pitching to a
customer using the pitching
guidelines job aid and three
pitching techniques.
Introduction
In the Preparing for the Upsell and Cross-sell lesson, we
learned how to build a rapport with our customers using
active listening skills and asking questions to uncover our
customers’ needs. We are now prepared to pitch products to
upsell and cross-sell.
At the end of this lesson, you will demonstrate pitching to a
customer using the pitching guidelines job aid and three
pitching techniques.

State the lesson topics. Overview

Play video of a demonstration Let’s review the topics for this lesson:
of pitching to a customer.
● Pitching guidelines
Click this link to access the
video: ○ Getting the main sale first
bestproductsintranet.com/ ○ Adhering to the 25% rule for value
videos/upsellcross-sellpitch
○ Taking the lead and being proactive
If you have issues with the link:
● Using statements to introduce the pitch
● Copy and paste the link
into your browser’s ● Beginning the pitch with a brief benefit
address bar or, ● Focusing on key selling points
● Access the video from
the DVD that was
provided to you.
Discuss the video with the
participants. Although they
haven’t learned the guidelines
and techniques yet, ask
participants to describe what
they observed in the interaction
with the customer service
representative and the
customer.

Explain to participants how the

customer service representative
used the “Using statements to
introduce the pitch” technique
with the customer. (“We have a
great necklace that will go with
those earrings.”)
Inform participants that they
will learn how to use the
technique in the video during Video
this lesson.
Before we begin, let’s take a look at a video that shows a call
Ask participants if they have between a customer service representative and a customer.
any questions before you
continue.
Video Discussion

What did you observe in the interaction between the

customer service representative and the customer in the
video?

You will learn how to pitch to a customer using this

technique and others in this lesson.

Do you have any questions?

State the importance of making

the customer feel comfortable
when pitching an upsell or cross-
sell.
Importance
The golden rule of up-selling is not to be pushy. You don’t
want to make the customer feel uncomfortable. You are not
looking to guilt-trip them into making a purchase. You are not
trying to make a sale at any cost.

Up-selling and cross-selling is all about turning an already

good situation into an even better one. You’re not begging
them to buy things from you. Up-selling is about establishing
a relationship, being patient, providing customers with useful
and meaningful information, and trying to make a deal that is

Ask participants to reflect on
their experiences of when they
purchased a product and were
pitched by sales or customer
service representatives to
purchase additional products.
● Did they feel
uncomfortable?
● Did they feel obligated
to purchase a product
they weren’t ready to
purchase?
Explain to participants that their
own experiences as a customer
with upselling and cross-selling
can help them structure their
sales pitch.
Ask participants if they have any
questions before you continue.
going to be beneficial for the both of you.
Now let’s look at some guidelines for upselling and cross-
selling.
Discussion
Think about the times you purchased a product either in
person, online, or on the phone.
● Did the sales representative try to sell you additional
products?
● Did the sales representative make you feel
comfortable?
● Did you feel obligated to purchase a product you
weren’t ready to purchase?
Think about both negative experiences and positive
experiences.
Your personal experiences, whether negative or positive, can
help you determine what to do and what not to do when
upselling and cross-selling.
Do you have any questions before we continue?
Refer participants to the pitching
guidelines job aid.
Tell them that you’ll describe
each guideline and provide
examples.
● Getting the main sale
first
● 25% rule
● Taking lead/being
proactive
Explain to participants that they
need to get the sale from the
customer before they can begin
upselling or cross-selling.
Provide an example to
participants for how to approach
customers and apply this
technique. Use the Industrial
Storage Wood Coffee Table as a
cross-sell example:
"Thank you, Ms. Schroeder for
ordering the Industrial Storage
Wood Coffee Table. Incidentally,
did you know that we have wood
Upselling and Cross-selling Guidelines
To help us pitch to the customer like the customer service
representative in the video we just watched, we will be
referencing the pitching guidelines job aid. The job aid
covers three guidelines:
● Getting the main sale first
● Adhering to the 25% rule for value
● Taking the lead and being proactive
Let’s take a look at the pitching guidelines in more detail.
Guideline #1: Getting the Main Sale First
Do not attempt the pitch for additional products until you
have the main sell. Many customer service representatives
start talking about the add-ons before the customer has even
made a commitment to the original purchase. Don't make that
mistake.
Let customers get into full buying mode, then upsell or cross-
sell. The customer has already had a positive experience with
your products and is more likely to purchase more.
cleaner on sale this month for
50% off? Not only will it save
you some money but it will
polish and protect the wood
finish of your new table. Would
you like me to add the wood
cleaner to the order?"

Ask participants if they have

questions before covering the
next guideline.

Let’s use the Industrial Storage Wood Coffee Table as an

example since it is a top seller at Best Products, Inc.

Example:
"Thank you, Ms. Schroeder for ordering the Industrial
Storage Wood Coffee Table. Incidentally, did you know that
we have wood cleaner on sale this month for 50% off? Not
only will it save you some money but it will polish and
protect the wood finish of your new table. Would you like me
to add the wood cleaner to the order?"

Although the customer just spent a lot of money on a new

coffee table, this is a perfect opportunity to sell her something
that will protect her new investment, and it’s on sale.

Now let’s look at the second guideline.

Explain the “Strive for 25” rule
to participants.
Provide an example to
participants for how to approach
customers and apply this
technique. Use the Geode
necklace and earrings as an
upsell example.
Guideline #2: Adhering to the 25% Rule for Value
Remember this: “Strive for 25”. Avoid suggesting products
that increase the overall order by more than 25 per cent. For
example, if the original product the customer wants to order
is $100, you want to avoid showing customers cross-sells and
upsells that are greater that a $25 increase on the original
product. People do have a mental limit as to how much they
will spend.

“Joanne, the necklace you

selected is beautiful and one of
our top sellers. In case you
aren’t aware, you can purchase
the necklace and matching
earrings as a set for another
$20. Sold separately, the
earrings cost $40. I want you to
be able to take advantage of this
now. If you decide to purchase
the earrings later, it will cost you
more money. Should I upgrade
Here is an example of how this technique could work:
your order to the necklace and
earrings set?”
Ask participants if they have
questions before covering the
last guideline.
Ask participants if they have
questions before starting the next
topic.
Show “4.3 - Taking the Lead and
Being Proactive” slide.
Explain to the participants that
there are ways to be proactive
about initiating an upsell or
cross-sell pitch.
Provide examples of proactive
statements participants could use
for the initial upsell or cross-sell
pitch:
● “I've got something great to
show you....”
● “Let's take a look at the...to
go with your new …. .”
● “Let me show you the
things you'll need to
operate and take care of
your new....”
● “Based on what we have
discussed today…”
● Use “By the way” as in…
“By the way, we have this
other thing you might be
interested in.”
Ask participants if they have
questions before starting the next
topic.
Example:
“Joanne, the necklace you selected is beautiful and one of
our top sellers. In case you aren’t aware, you can purchase
the necklace and matching earrings as a set for another $20.
Sold separately, the earrings cost $40. I want you to be able
to take advantage of this now. If you decide to purchase the
earrings later, it will cost you more money. Should I upgrade
your order to the necklace and earrings set?”
Now let’s cover the last guideline: Taking the Lead and Being
Proactive.
Guideline #3: Taking the Lead and Being
Proactive
Let’s move to the next topic: Upselling and Cross-Selling
Techniques.
Taking the lead means being in control of the call. Asking a
customer if he or she would like anything else is not
proactive and does not put you in control.
If the customer is not interested, that is fine, but you should
never decide not to tell the customer about a product just
because the customer did not bring it up first.
Let’s look at some examples of proactive statements. As you
are reading through the statements, think of ways you can use
them to initiate an upsell or cross-sell with some catalog
products.
● “I've got something great to show you....”
● “Let's take a look at the...to go with your new …. .”
● “Let me show you the things you'll need to operate
and take care of your new....”
● “Based on what we have discussed today…”
● Use “By the way” as in… “By the way, we have this
other thing you might be interested in.”

Explain to participants that the
upselling and cross-selling
techniques compliment the
guidelines that were discussed in
the previous topic.
Describe each technique and
provide examples:
● Using statements to
introduce the pitch
● Beginning the pitch with
a brief statement
● Focusing on key selling
points
Explain to the participants that
upselling and cross-selling
should be introduced to the
customer at the right time and
place. Products should be
relevant to what the customer
purchased.
Provide examples of statements
to use to introduce an upsell and
a cross-sell:
● Oh, by the way Ms.
Kennison, did you know that
the book you bought for your
daughter also has a
Do you have any questions before we continue?
Upselling and Cross-Selling Techniques
Let’s continue to hone our upselling and cross selling skills
and discuss some techniques that supplement the guidelines
we just learned.
In this topic, we will learn how to use three techniques:
● Using statements to introduce the pitch
● Beginning the pitch with a brief benefit
● Focusing on key selling points
Let’s take a look at the three techniques in more detail.
Technique #1: Using Statements To Introduce the Pitch
The key to success in pitching an upsell or cross-sell is doing
it properly and at the right time and place. If you suggest an
upsell that is irrelevant or if you’re selling in such a way that
you’re coming off as pushy, then you’ll not only fail to
convert the customer, but you might even lose the original
sale.
The #1 rule here is to always provide value. Getting someone
to upgrade their purchase or to buy an additional item will
benefit you, but it must be done in a way that benefits the
customer as well.
 companion CD for just $9
more?
● Mr. Younger, I'd like to take
a moment to inform you of a
new nationwide program
just for businesses such as
yours.
● Incidentally were you aware
that you are 2/3's of the way
toward qualifying for a
discount on shipping of your
bedroom accessories?
Ask participants if they have
questions before you continue.
Explain to the participants that
they should suggest a brief
benefit at the start of the upsell,
After you've completed the initial transaction or gotten the
initial indication your customer wants to buy, you can then
introduce the pitch:
Let’s look at a few examples of statements you can use to
introduce an upsell and a cross-sell:
Examples:
● Oh, by the way Ms. Kennison, did you know that the
book you bought for your daughter also has a
companion CD for just $9 more?
● Mr. Younger, I'd like to take a moment to inform you
of a new nationwide program just for businesses
such as yours.
● Incidentally were you aware that you are 2/3's of the
way toward qualifying for a discount on shipping of
your bedroom accessories?
Using statements such as these allows you to transition from
your initial sale to upselling and cross-selling.
Do you have any questions before we continue?
Now let’s cover the next technique: Beginning the pitch with
a brief benefit.
Technique #2: Beginning the Pitch With A Brief
Benefit
and ask the customer’s Begin the upsell with a brief benefit, then if possible, add
permission to describe it. something unique about what you’re selling. To avoid
sounding pushy, particularly if the upsell requires some
Provide examples of how to use elaboration, ask for the customer’s permission to describe it.
product benefits to upsell and The benefit could be anything – free shipping, free gifts, free
cross-sell: demos, incentives or discounts. You may even attach a
condition of a minimum order size to avail these benefits.
● “I’m glad we found you This ‘extra’ will add value to the customer’s purchase and
a sweater with pockets certainly seal the deal for you.
on the front (feature).
Other than the sweater
being very stylish, the
pockets can be used to
stash your keys and for
keeping your hands
warm in the winter
(benefits).
● “To add extra comfort to
your new running shoes
(benefit), I brought up
the line of insoles that
will make the shoes even
Let’s look at a few examples of how to incorporate product
more comfortable for benefits into your upselling and cross-selling.
you (also a benefit).
Would you like to hear Examples:
about the most popular
ones?” (asks permission ● “I’m glad we found you a sweater with pockets on
to proceed). the front (feature). Other than the sweater being
very stylish, the pockets can be used to stash your
keys and for keeping your hands warm in the winter
(benefits).
● “To add extra comfort to your new running shoes
Ask participants if they have (benefit), I brought up the line of insoles that will
questions before you continue. make the shoes even more comfortable for you (also
a benefit). Would you like to hear about the most
popular ones?” (asks permission to proceed).

Keep in mind that to use this technique, you must know your
products inside and out including each product's features
before you can create a benefit for them.

Explain the key selling points
and how to incorporate into the
upsell-cross-sell pitch.
Inform participants that the
examples for many of the
guidelines and techniques we
covered during this lesson apply
to the key selling points for this
technique.
Ask participants if they have
questions before you continue to
the demonstration and group
activity.
Do you have any questions before we continue?
Now let’s cover the final technique: Focusing on key selling
points.
Technique #3: Focusing On Key Selling Points
When upselling and cross-selling to your customers,
emphasize key points of products that focus on the following:
● Recommending products that past customers have
raved about.
● Recommending upgrades to add value to products.
● Emphasize the value instead of the price. Reliability,
reputation, warranties, etc.
● Citing frequent add-ons customers have purchased
that are related or relevant to primary sale.
● Anticipate concerns and ease their apprehension
with positive statements about each choice.
Having key selling points for your products is essential for
Best Products, Inc. to move forward and create a competitive
advantage over your competition. Take some time to let your
core values and corporate culture influence the selling point
as well. It is important that once you develop your unique
selling point you keep it consistent across different channels.
Having a unique selling point is key to making sure that your
products can stand apart from the crowd.
We completed the lecture portion of this lesson.

Ask for a volunteer to act out an
upselling /cross-selling scenario.
You will be the customer and the
participant will be the telephone
operator. If no volunteers, choose
someone.
Do you have any questions before we move on to the
demonstration and group activity?
Upselling/Cross-selling Pitching Demonstration
For this demonstration, we will be acting out an upselling
/cross-selling scenario. I will be the customer (Amy Jones)
and will need a volunteer to be the telephone operator. Do I
have any volunteers?

Explain the scenario to the Here is the scenario for the demonstration:
participants:
● Amy Jones, a new customer, calls Best Products,
● Amy Jones, a new customer, Inc. to purchase a necklace.
calls Best Products, Inc. to ● As the telephone operator, sell the necklace to Amy
and then incorporate the appropriate guidelines and
purchase a necklace.
techniques to cross-sell other related items to Amy.
● As the telephone operator,
sell the necklace to Amy and
then incorporate the
appropriate guidelines and
techniques to cross-sell other
related items to Amy.

Ask the participants to evaluate

the telephone operator’s
performance with the customer:

● Do you think the telephone

operator asked the right
questions to get the upsell or
cross-sell?
● What do you think the
telephone operator could
have done better?
Do you think the telephone operator asked the right questions
to get the upsell or cross-sell?
What do you think the telephone operator could have done
better?

Ask participants if they have Now let’s move on to our group activity.
questions before you continue to
the group activity.
Distribute the group activity
instructions and pitching skills
checklist to participants.
Explain the group activity
instructions to the participants:
Pitching Upselling/Cross-selling Group
Activity
For this activity, everyone will have an opportunity to
practice their pitching for upselling and cross-selling using
the techniques and guidelines learned in this lesson.

● Participants will be divided
into groups of two.
● Each group will draw a
product from a hat.
● Each group will decide
who will be the customer
and who will be the
telephone operator.
● Participants will
demonstrate the pitching
techniques using the
guidelines from the
pitching guidelines job aid.
● Each group will perform in
front of the class.
● Other groups will provide
feedback on the pitching
techniques and guidelines
observed for each group
using a pitching skills
checklist.
Here are the instructions for the activity:
● I will divide you into groups of two.
● Each group will draw a product from a hat.
● Each group will decide who will be the customer
and who will be the telephone operator.
● Participants will demonstrate the pitching techniques
using the guidelines from the pitching guidelines job
aid.
● You will have 10 minutes to rehearse within your
group.
● Each group will perform in front of the class.
● Other groups will provide feedback on the pitching
techniques and guidelines observed for each group
using the pitching skills checklist provided to you.

Explain the scenario to the

participants. Pitching/Cross-selling Activity, cont’d.
Here are the details for the scenario:
Observe the groups perform in
front of the class and take notes. For the product you selected:

Allow the class to provide ● Use statements to introduce a product pitch

feedback to each group using the
pitching guidelines checklist. ● Ensure a product benefit is highlighted
After the groups provide
feedback to each group, you will ● Provide product selling points
then provide your feedback for
each group.
You will perform a pitch for either upselling or cross-selling.
Conclude the lesson by asking
participants their thoughts about
the group activity.
What did you think about this activity?

Are there specific techniques you could see yourself using

in real-life to upsell and cross-sell?