You must always be cross-selling. Your growth to more profits and sales is through Recurring Revenue per Customer (RRPC). Look at cable television. They make a bit on the core box, basic cable. They make a-lot more on taking a valued customer and selling them premium channels. The customer has committed to your organization by buying something. So, now, develop an engaging relationship and sell them more.
So often, customers do not know all the other products you offer. They may know they bought containers from you, but, they do not know you sell caps, too. They may know they bought toner supplies from you, but do not realize you sell printers or maintenance kits as well. They may have bought medical alarms for their home from you without realizing you offer smoke detector sensors, too.
Companies lose millions of dollars by not cross selling products well. And, they lose millions of customers, too. It is simple. Over time, if a customer is not engaged with your organization, then they may become engaged with other organizations, your competitors. So, cross-selling serves two purposes. First, sell more products, make more money. Second, build a sustainable, nurturing relationship with your customer. Engage them in your company.
Remember-your customers have no idea what other products you offer.
How can you do the cross-sell most efficiently? It takes dozens of programs and thought strategies and roadmaps. But, here is a tip, simple and concise: Each month, plan on offering two or three products (special, cross sell), on every call. These products have specials attached to them, discounts or incentives for the buyer to act. Put these specials on your web site, on paper, via email, and in the phone script. Ask your direct marketing partner to help you “spread the word”. Ensure your representatives, when appropriate, offer these products. Simply, ASK.
About Call Center Today
Want to talk to Dan Coen about boosting your inside sales numbers and remaking your call center? To contact Dan about speaking, workshops, training and consulting: DCoen@CallCenterToday.com or 888-835-5326 x111. Follow us on twitter at www.twitter.com/callcentertoday
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