ras failed their expectations. They’d solve problems, and nothing else, until a senior executive asked this question: “Can we transform this cost-center into a profit-center by selling new items to these callers?”

We showed them how to cross-sell carrying cases, photo albums, and flash attachments. The more effective CSR’s closed up to 50% of those

Cross-Selling is a great way to boost revenues and profits by gently persuading existing customers to purchase an additional product during service conversations.

There are ten really great reasons your CSR’s should make an effort to cross-sell to existing customers and clients:

(1) You Already Have The Customer’s Attention!

This may sound obvious, but it’s a critical fact. Marketers wrack their brains thinking of clever ways to simply get prospects to focus upon their offers. When you have existing customers on the phone, you don’t have to compete with other companies for their ears—they’re already tuned into you, and only you. From a communication perspective, your signal-to-noise ratio is extremely favorable, so you may as well take advantage of this fact.

(2) You Can Customize Your Offer On The Spot!

One of my clients cross-sells insurance. When clients phone in with a question about their homeowner’s policy, they’re treated to a quick offer that can save them money on their auto policy. The information as to what insurance clients currently have with the agency is displayed prominently on the CSR’s screen, so reps can always offer a pertinent, additional policy.

(3) Customers May Be In A Perfect Mood To Buy More!

At a famous camera-maker’s four service centers, reps used to field thousands of calls every day from disappointed and angry folks whose film or cameras failed their expectations. They’d solve problems, and nothing else, until a senior executive asked this question: “Can we transform this cost-center into a profit-center by selling new items to these callers?”

We showed them how to cross-sell carrying cases, photo albums, and flash attachments. The more effective CSR’s closed up to 50% of those t

nd obvious, but it’s a critical fact. Marketers wrack their brains thinking of clever ways to simply get prospects to focus upon their offers. When you have existing customers on the phone, you don’t have to compete with other companies for their ears—they’re already tuned into you, and only you. From a communication perspective, your signal-to-noise ratio is extremely favorable, so you may as well take advantage of this fact.

(2) You Can Customize Your Offer On The Spot!

One of my clients cross-sells insurance. When clients phone in with a question about their homeowner’s policy, they’re treated to a quick offer that can save them money on their auto policy. The information as to what insurance clients currently have with the agency is displayed prominently on the CSR’s screen, so reps can always offer a pertinent, additional policy.

(3) Customers May Be In A Perfect Mood To Buy More!

At a famous camera-maker’s four service centers, reps used to field thousands of calls every day from disappointed and angry folks whose film or cameras failed their expectations. They’d solve problems, and nothing else, until a senior executive asked this question: “Can we transform this cost-center into a profit-center by selling new items to these callers?”

We showed them how to cross-sell carrying cases, photo albums, and flash attachments. The more effective CSR’s closed up to 50% of those

is extremely favorable, so you may as well take advantage of this fact.

(2) You Can Customize Your Offer On The Spot!

One of my clients cross-sells insurance. When clients phone in with a question about their homeowner’s policy, they’re treated to a quick offer that can save them money on their auto policy. The information as to what insurance clients currently have with the agency is displayed prominently on the CSR’s screen, so reps can always offer a pertinent, additional policy.

(3) Customers May Be In A Perfect Mood To Buy More!

At a famous camera-maker’s four service centers, reps used to field thousands of calls every day from disappointed and angry folks whose film or cameras failed their expectations. They’d solve problems, and nothing else, until a senior executive asked this question: “Can we transform this cost-center into a profit-center by selling new items to these callers?”

We showed them how to cross-sell carrying cases, photo albums, and flash attachments. The more effective CSR’s closed up to 50% of those

ce clients currently have with the agency is displayed prominently on the CSR’s screen, so reps can always offer a pertinent, additional policy.

(3) Customers May Be In A Perfect Mood To Buy More!

At a famous camera-maker’s four service centers, reps used to field thousands of calls every day from disappointed and angry folks whose film or cameras failed their expectations. They’d solve problems, and nothing else, until a senior executive asked this question: “Can we transform this cost-center into a profit-center by selling new items to these callers?”

We showed them how to cross-sell carrying cases, photo albums, and flash attachments. The more effective CSR’s closed up to 50% of those

ras failed their expectations. They’d solve problems, and nothing else, until a senior executive asked this question: “Can we transform this cost-center into a profit-center by selling new items to these callers?”

We showed them how to cross-sell carrying cases, photo albums, and flash attachments. The more effective CSR’s closed up to 50% of those to whom they made offers! Contrary to common sense, customers were happy to buy. Having been convinced their problems would be solved, they settled into a receptive mood.

(4) It Takes Less Time Than You Think!

A concern is that conversations could ramble on and on if cross-selling is introduced. Actually, the opposite occurs. When reps are trained to control conversations, and they take on modest sales duties as well, they actually have explicit ways to “end” calls, where they may not have had them before.

(5) If Your Customers Already Like Your Products, They’ll Feel You’re Doing Them A Favor!

Some CSR’s perceive that they’re intruding when they offer an additional product, but this is just not so. By definition, products and services offer value, and by offering more of them, you’re offering more value. Through what other means are clients to learn about your other items—advertising? By speaking to them, and being able to accept their orders, you’re also bringing them the ultimate in convenience.

(6) It Contributes To Profits In Two, Significant Ways!

A simple way to calculate profit is to think of it as what’s left over after you take revenue and deduct costs. There are at least two ways to boost profits: raise revenues (or margins), or lower costs. By cross-selling, you do BOTH. When customers accept your offers, they spend more, which increases revenues. Because your