Last spring I was at a client location doing side-by-side coaching with a Customer Service Representative (CSR) and observed the CSR offer a service up-sell. She used incorrect language when it came time to present the cost and the customer promptly said “no.” After the customer left, we discussed in detail the proper dialogue for explaining price during a service up-sell.
A few minutes later, another customer walked into the location. The CSR offered an up-sell and when the customer asked the two magic words, “how much?” the CSR explained the price using perfect dialogue and technique. The customer said “yes” without any hesitation. The CSR completed the transaction and escorted the customer out of the store. When the CSR came back through the front door, she did not say a word. She simply looked at me and took a long, deep, theatrical bow.
Salespeople are not born, they are made. It is human nature to want to learn and grow both personally and professionally. Investing in the professional development of employees does more than allow organizational leaders to capitalize on their newly refined skills; it creates a positive environment that leads to stellar employee performance.
Don Anderson - Senior Speaker, Frontline Performance Group
Leave a Reply