Cross Selling And Up-selling Services

While companies frequently move call center operations off-shore for better cost-savings, they routinely neglect the fact that only 21% of customer contacts lead to cross-sell and up-sell opportunities, the true measure of a call center's effectiveness. Nearly 60% of call centers fail to even practice cross- selling and up-selling during customer interactions. At that rate, those call centers will struggle to turn a profit.

"The most effective way to generate revenue through a call center is to strategically focus on cross-selling and up-selling new products," says Cosmecx senior analyst. Inbound and outbound call metrics for the services industry -- Up-selling and Cross-selling strategies -- Offshore outsourcing -- Process efficiency and call center technology.

Cosmecx Cross selling and Up-selling Services

Cosmecx Offering outsourcing solutions for Cross selling and up-selling call services in order to upsell and upgrade existing customers to new products and services by monitoring and reporting on individual and in the process generate additional revenues.

"How to Win at Up-selling and Cross-Selling"

• Soothe Customers - and Increase Sales
• Let the customer vent.
• Don't snow the customer with policies and regulations.
• Never make the customer wrong!
• Defuse the customer's anger.
• Ask open-ended questions ... but only after giving the Customer ample time to vent.

Closing The Sale

• Take charge of the call.
• Use command words.
• Sell the product's benefits, not its features.
• Appeal to emotion, not intellect.
• Close on an upbeat note.

Cross selling and Up-selling Benefits

• Build rapport and connect with customers
• Reduce escalated and repeat calls
• Delight upset and complaining customers
• Increase call productivity and quality
• If relevant, upsell and cross-sell