Customer service pros need not fear trying to sell. This 3-step plan can help them ease into up- or cross-sells.
Assume customers want an upgrade or better fit for their needs, says sales and service expert Jeff Mowatt. When it comes down to it, they do want that.
Then take these steps:
- Ask for permission to introduce them to something new and the time to explain its benefits.
- Focus on customer needs. Rather than tell customers about all the products’ bells and whistles, spotlight how it will make their lives easier or better.
- Invite customers to try it. Ask them if you can add it to their order – or they may never say, “I’ll take that, too.”
