Inbound Telephone Marketing / Cross- and Upselling

Place: Online

Duration: 2 hours Classroom (online) plus 2 hours Questions & Answers (Q&A)

Date/Time: on request, Monday to Friday, between 08:00 and 17:00 CET.

Challenges:
• Often, employees that answer incoming calls (inbound) are given additional crossand up-selling tasks to make use of downtime and increase per-workplace value
• These employees are often instructed only briefly and thus feel overwhelmed (“I 
should sell right now!”) or reject it fundamentally and silently (internal termination 
and service according to regulations)
• Frequently, the concept is also inconsistent with the actual usage data, making the 
employee feel overwhelmed by the ability to handle incoming calls and outgoing calls
in a timely manner.
Learning Objectives:
• Recognize cross-selling and up-selling as an improved service and distinguish it from 
traditional sales
• Understand your own weaknesses, and learn how to deal with them
• Utilizing the FAB formula (see above) and questioning technique in such a way so 
that potentials can be recognised and utilised.

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