Customer service and sales are often thought of as two separate entities. However, an exceptional customer service representative of a company can also be an exceptional sales representative. Many opportunities exist to up-sell or cross-sell to a customer while providing customer service. The trick is to recognize the opportunity and take advantage of it. Customers will appreciate it when you educate them about products or services that might benefit them. In doing so, you are providing customer service that is above-average. And above-average customer service gives your company an advantage over competitors.
The 3 Ways Your Customer Service Team Can Cross-Sell A Product Or Service Are:
#1: Go Above And Beyond The Customers' Expectations -When a customer calls, be sure to get all of the details so that you will best know how to help them. Make sure you understand exactly what the problem is and what the customer expects. Once you know what they expect, you can work on exceeding those expectations. It can be easy to turn a frustrated customer into a happy customer. The best part is, there is a good chance that this customer will tell others about their experience. And we all know how valuable referrals are.
#2: Remember To Up-Sell - Always educate customers about complementary products or services that would be helpful to them. If you do not tell them, they may not know it is available. Even if they refuse the product at the time, you will still come across as being helpful and they may even buy the product or service in the future. Also, be sure to suggest products or services that are an up-sell. Do this in a way that educates the customer on what advantages it has to them. Maybe point out that they can save money in the long run if they go with "X" instead of "Y."
#3: Educate The Customer - It is important to recognize that even though every contact with a customer is a selling opportunity, it does not mean that you have to give a sales pitch every time. Sometimes, simply educating a person is the best way to sell because it is not intimidating and you will come across as being helpful. This helps build rapport with your customer and increases trust - which leads to repeat business.
Executive Summary:The best customer service involves educating customers and exceeding expectations. When cross-selling and up-selling remember to come across as a teacher rather than a sales person. This is the best way to gain lifelong customers.
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