Ambassadors of Customer Expereience Module 2

Ambassadors of Customer ExpereienceModule 2

Adding Value

Who is involved in selling?

Session Objectives• Identify why adding value &

upselling is important, and what skills and knowledge is needed to do it effectively

• Spot appropriate opportunities for adding value and boosting business within your own and other departments

• Demonstrate how to boost sales by offering options and alternatives

AgendaWhy is adding value & upselling importantSpotting OpportunitiesProduct KnowledgeSkills and BehavioursHandling ObjectionsPractice

Why is it important?

Planned purchases

Impulse buys make up 60%

What can we learn from the supermarkets?

Getting the balance right

Customer

needsProfit

Additional sale

Availability

Margin

Taste

Value for money

Something they want

ExerciseIdentify as many opportunities for adding value as you can.

Put each idea on a separate post it note.

4 minutes

Spotting opportunities• How would you approach each

situation to get the conversation going and identify what the customer may want?

• Be prepared to feedback to the group

• You have 5 minutes

How can we tempt people?

Decision to buy

Different

Emotions

Benefits

Skills and behaviours

Q WHO WHAT WHY WHERE WHEN

HOW

Exercise• Find a partner and decide who is A and B• A to think of something your partner does

not know about you (non work).– e.g. Where you want to go on holiday next

year, how you will be spending Christmas, a hobby

• B to ask as few open questions as possible to find out your partners ‘secret’

• A can only answer the question i.e. don’t give away any additional information

Handling objections

Timing• Too soon• Too late

Empathy• Understand what they want• Put yourself in their shoes

Does ‘no’ mean…. • They need more information?• Another option?

Your turn…..

Customer

Team Member

Observer

A

B

C