This is a bizarre one! I am writing a sales training course for our internet team, we are introducing them to the pleasures of up-sell/x-sell. This is easy enough, however has anyone got any ideas on how I can get the customer to hang up after the successful introduction to the new products and log on to the internet and put through a quote?
The agent maybe brilliant at x-selling however once the conversation is over the customer is in control and needs to put a quote through the internet. Help!
Thank you in advance for your suggestions.
stephanie nesbitt
One Response
Building value
Actually I think you should think of this in terms of non-internet and then translate the techniques across. The issue surely is no different from “send me a brochure” for telesales staff or “I’d like to think about it” for field sales. The difficulty is in building the value between the call and the web visit. If the call is just a prompt to the website then you may need to adjust your strategy -its a marketing problem that could be creatively sorted by getting the sales staff to “mail you a link to a special offer ” – mention this code and you’ll get a better discount or something. If the prime sales media is online then your sales team have to make it easy for the customer to log on – either by creating enough hunger that they will be snapping to get off the phone and online – ie traditional selling techniques – or they need to put a reminder of the value built in the sales pitch at the time the customer logs on – ie by mail link ?
If you need a sounding board or think I can help feel free to mail me on andyc@solutioncell.com