Sales and Service → Customer Service Essentials

Cross-selling and Upselling (CSE07v2)

Cross-selling and upselling are common techniques aimed at increasing profits. Whenever you interact with a customer, you can upsell by offering them an upgrade, or cross-sell by suggesting they buy a few more items. But you need to use these techniques appropriately, otherwise the customer might find them off-putting.

It’s important to always offer the customer your best support so they can find success with their products or services. You can use different types of cross-selling and upselling methods depending on the situation. This course will show you how to make the most of cross-selling and upselling.

By the end of this course, you’ll be able to:

• Differentiate between cross-selling and upselling
• Explain the result of focusing on customer success rather than sales
• Select the most appropriate cross-selling and/or upselling methods based on the situation

Why take this course?

Cross-selling and upselling can increase customer satisfaction. This course is for anyone in customer support or customer success whose role requires cross-selling or upselling. You’ll learn the difference between cross-selling and upselling, and why you need to focus on customer success over sales. And you’ll also find out the most appropriate methods for cross-selling and upselling.

10 mins | SCORM | Takeaway Tasks

Version Date: 2023/11/29

  • Cross-selling and Upselling
Completion rules
  • All units must be completed
  • Leads to a certificate with a duration: Forever