5 Occupational Outlook Handbook, 2006-2007 edition, Customer Service Representatives, Bureau of Labor Statistics, U.S. Department of Labor, bls.govocoocos280.htm
o Views cross-selling as an extension of customer service and a way to solve customer problems.
o Satellite radio has eight million consumers and expected to double to over 19 million subscribers by 200 (2)
The Forum survey found that customers are most likely to buy when the customer service rep:
o 73% are interested in learning about new products or services the company is promoting.
o Ends discussion of extra productsservices if the customer objects.
Conclusions
What do TiVowe are a professional fashion jewelry & timepiece wholesaler ,we offer many designer fashion jewelr.reg;, XM Radiowe are a professional fashion jewelry & timepiece wholesaler ,we offer many designer fashion jewelr.reg;, along with the Do-Not-Call List have in typical? They represent the collective voice of the prospective saying, "leave me alone; do not annoy me with commercials and other direct solicitations for products and services."
o 88% of customers value service reps who suggest alternative products or services that much better meet their will needs.
o Although addressing the reason for the customer call, listens and identifies clues to additional customer requires.
Cross-Selling Training
o Successfully addresses the customer's original reason for the call just before discussing extra products or services.
In order to efficiently cross-sell by means of the service channel, begin with an assessment of present abilities and compare them to cross-selling competencies. When working with clients to boost sales by way of their service channel, we at Entelechy begin with the following list of cross-selling competencies and customize where wanted.
With 1 million customer service representatives inside the US (5) handling billions of customer calls annually, inbound customer service calls offer a massive chance for cross-selling - if completed successfully.
Most companies trainside their customer service representatives to ask questions to solve difficultys. Transitioning to sales is extending those existing abilities,
Cheap Women's Pants Online, since selling is genuinely nothing much more than good difficulty-solving. At the same time, cross-selling abilities may be unique and can be as foreign to customer service reps as an additional language.
o By way ofout the call, listens for clues that may identify the caller's predisposition for cross-selling (both in terms of productservice will need AND in terms of receptivity).
8 Ibid.
o Focuses on the customer's will needs as opposed to pushing a product.
o Uses checkbacks to ensure that issues have been addressed, messages understood, along with actions agreed to appropriately throughout the call.
4 "The State of the World: Consumption by the Numbers," The Worldwatch Institute, 200
Training ought to present demonstrations of these abilities in action. Charlie Gargaly, customer service master trainer at Entelechy is adamant that the training show the abilities being applied by THESE reps In theIR environment: "Generic training does not work here. Customer service reps need to see 'one of their own' successfully demonstrating the abilities." Gargaly recommends utilizing video to capture vignettes of real reps demonstrating the specific skills; use the videos in training to demonstrate and discuss the skills. (For a list of customizable customer service modules from Entelechy, visit cheap wedding dresses 2011 on sale!unlockitwe are a professional clothes wholesaler ,
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o Successfully transitions to cross-selling by asking questions to investigate andor clarify extra customer requires identified during the call.
7 Ibid.
About Author
o Recognizes geting signals.
o Over 100 million individuals have signed up for the Do-Not-Call list, with severe penalties to firms violating the law (in December, 2005, DIRECTV was slapped with a $THREE MILLION penalty for Do not Call violations).
o Matches appropriate productsservices to meet particular customer needs.
2 "Satellite Radio," eMarketer, Nov 2005, emarketergo buy wedding dresses 2011 sales: if you're still unsure of which one you should buy for, you can look at a list of popular pearl earring .Report.aspx?radio_sat_jan06
Customers are willing to buy additional products or services from customer service representatives. In a 2004 Forum Corporation survey of 1,624 world-wide respondents - averaging 43 years old and with an annual family income of $56,
Women's Bags 2011,000 - it was found that:
It's all about connecting with the customer. If your customer service reps ask questions and position products in the mode of solving customer problems, they'll make the customer feel taken care of along with appreciated. When completed right, cross-selling and upselling will do a lot more than sell products; it can increase customer satisfaction and retention.
The Key is Connecting with the Customer
o Positions the customer advantages of these productsservices in terms and tone that demonstrate helpfulness to the customer.
An employee skilled at cross-selling:
o Over 70% of Personal Video Recorder (PVR) users skip by means of television commercials (and Yankee Group estimates that fully half of US households will have this technology in four years! (1))
3 "The Elusive Prize Effective Cross Selling,
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As a result of the lackluster results of outbound advertising and also the increasingly limited reach of conventional advertising, more and a lot more businesses are looking to optimize opportunities in inbound customer calls and use service reps to take benefit of ongoing contacts with clients to position additional products or services.
1 "DVRPVR Pave the Way to IPTV," Telephony, Dec 12, 2005, Vol. 246 Problem 24, Special section p2-THREE.
o Solves the customer's dilemma very first, before talking about extra products or services.
Consumers are clear in their directive to us: stop the bombardment of irrelevant, ill-timed advertising.
6 "How Consumers View Cross-Selling," The Forum Corporation, 200
o 61% tend to ask service reps about these products or services.
Conversely, when a customer service representative didn't appear to pay attention to customer will needs (i.e., employed a script, continued to sell after the customer said "no", or pushed products that had been not useful to the customer), customers had been not just unlikely to get, but became highly irritated. (
o 42% said they buyd extra products or services "occasionally" or "frequently". (6)
o Describes how the products or services will benefit the customer. (7)
According to research we conducted in our white paper entitled, Efficiently Using Cross-Selling and Up-Selling to Increase Revenue AND Customer Service :
o Closes the sale by asking for confirmation by the customer.
It's not that customers have stopped consuming. On the contrary, they are geting; for example,
Extra Long Pants For Women, consumers spent over $20 trillion dollars on household greats and services in 2003, four times what they spent in 1960 according to The Worldwatch Institute. (4)
o Return rates for the kinds of outbound marketing along with advertising efforts listed above have fallen below 3%. (3)
