Guide to Cross-Selling and Upselling


\nYour training package includes 10 booklets, plus a downloadable leader’s guide, quiz, and certificates of participation. 
SKU: AG0003 Category: Tag:


Customer Service Training in Sales.

Cross-selling and upselling can be valuable business tools, yet many customer service professionals are reluctant to add these skills to their repertoire because of the “stigma” associated with selling.

Now you can help your reps develop the skills they need to incorporate selling into their daily work with Guide to Cross-Selling and Upselling.

Your package includes 10 copies of the Training Booklet plus downloadable Leader’s Guide, Quizzes and Certificates.

The Training Booklets may be used on their own for self-study or you may conduct more formal training sessions with the Leader’s Guide, Quizzes, and Certificates.

Training Booklet

In a brief, easy-to-digest format, the guide shows reps how to use a “service selling” approach and takes them through the following process:

  • Overcoming resistance to selling
  • Developing in-depth product knowledge
  • Listening for sales opportunities
  • Probing for unspoken needs
  • Proposing solutions.

Read the table of contents and sample below to see how much useful information is packed into this brief booklet.


  1. Understanding customer-oriented selling
  2. Getting past the stigma of sales
  3. Worksheet: Overcoming sales reluctance
  4. Keys to effective cross-selling and upselling
    • Know your customers
    • Know your products and services
    • Use your listening skills to identify needs
    • Use your vocal skills to build customer confidence
  5. Eight guidelines for success
    • Take care of the customer’s immediate needs first
    • Provide real value
    • Listen for opportunities in what the customer says
    • Create an opportunity
    • Listen for complaints
    • Probe for the customer’s intangible needs
    • Ask open-ended questions
    • Offer encouraging statements
    • Practice and perfect your selling skills

Getting past the “stigma” of sales

The first step in accepting a sales role is understanding that cross-selling and upselling are elements of proactive customer service. Think of it this way: When you come across a really great product or service, don’t you pass the information along to friends? Similarly, if your company offers products that your customers might find useful, telling them is a proactive effort on your part to increase their satisfaction and loyalty. The reality is that customers may not be aware of the wide array of products your company offers. And more often than not, they’ll be thankful for your professional advice.

There are many different approaches to sales — and some are definitely pushy. But as a customer service rep, you will use techniques that focus on identifying customer needs, laying out options, and creating an environment that gives the customer room to make his or her own buying decisions.

With this approach, you’ll find that selling can be integrated into customer service in a number of ways without damaging the customer relationship.

Leader's Guide

To help you get the most from your training materials, you’ll receive a copy of the Leader’s Guide. It will show you how to introduce the materials to your staff in a positive and motivating way. How to reinforce important points in the booklet. Plus techniques to keep the message fresh long after the booklets have been distributed.

Best of all, you don’t have to be a professional trainer. The Leader’s Guide includes discussion topics, activities, trainer’s tips, and more.

Read the sample below to see how much useful information is packed into a brief section of this Leader’s Guide.

Tips for a successful role play

Role-playing can be a powerful way to learn new skills. However, many people are uncomfortable role-playing in front of a large group. Instead, consider having reps work together in teams of two while managers or supervisors circulate among the teams coaching them to success. Having pairs of reps sit back-to-back will further eliminate any hesitancy. The following five steps are central to any role-play situation:

1. Describe your goals for the role play, i.e., to help reps learn to identify buying signals and cross-sell and upsell opportunities.

2. Assign roles. Typically one person will be the customer and one person will be the customer service rep.

3. Begin the role play. Hand out sheets with the “customer” portion of the dialog from your Leader’s Guide.

4. Debrief. At the end of each role-play, the observer facilitates the debrief, asking the “reps” and the “customers” what went well, and what could change the next time. Ask the “customer” for one specific suggestion for improvement.

5. Switch roles. Next, have “reps” and “customers” switch roles and tackle the next sales situation.



Use these certificates to acknowledge significant learning and development, and to provide motivation to put new skills into action.

Certificates may be downloaded, personalized, and printed.


A brief quiz is included to ensure that students have retained the most important information and are ready to put it into action.

Quizzes may be downloaded and printed.


Guide to Cross-Selling and Upselling is guaranteed. We want you and your reps to use this valuable resource and put its ideas to work in your department. Then, if you are not 100% satisfied, you may return your materials within 30 days for a full refund.

About the Publisher

The Customer Service Group provides ready-to-use tools for customer service training and frontline motivation including a monthly newsletter, training packages, DVDs, and Customer Service Week celebration materials.