1. Expanding Customer
Relationships
Training
Ensuring stellar service Module Outline
takes its rightful place at
the forefront of your efforts
to achieve business results Module Introduction (37 minutes)
• Participants watch a video interview of customers and employees
discussing the challenges and barriers to selling.
• Participants identify barriers that inhibit them from offering
additional products or services to customers.
Expanding Customer Relationships (2 hours, 11 minutes)
• In a large group, participants generate a list of products and/or
services they are likely to recommend to their customers.
(Options for this activity include participants bringing to class
details of a product they are preparing to recommend or the
trainer preparing a list of products or services the organization
wants the participants to recommend.)
• Participants learn how to create a product profile tool that
facilitates conversations with customers about one of their own
products or services, and are given a template for use with other
or future products.
• Participants review the four parts of a conversation and discuss
how to apply them to a conversation about an additional product
or service.
• Participants watch a video of a conversation that demonstrates
effective cross selling.
• Participants identify clues that a customer has an additional need
for their own products and services.
• Participants identify and practice two types of transition
statements, and the appropriate conditions for using them.
Developing the 21st
century workforce TM