Professional Selling And Communications – How To Up-sell And Cross-Sell




To gain more revenue per customer, companies are asking their customer service reps to up-sell and cross-sell during their calls. Not surprisingly, many of these employees are not happy! They perceive themselves as service professionals, not salespeople. The world in which sales professionals have to operate in has changed dramatically. Today, competition in almost every field is much more aggressive and intense than ever before. Customers are better informed, more discerning and more demanding.

Whether in selling a product or service, the rapidly changing landscape confronting service professionals requires a drastic change in mindset towards selling. Service professionals need to approach the task professionally rather than simply rely on acumen, better products, and other street-wise selling techniques.

Your employees will leave this training with a new attitude toward sales and with the skills to be successful in cross-selling, upselling, and overcoming resistance in a way that boosts buyer satisfaction and the bottom line.

How Will You Benefit

Upon completion of this programme, the participants will be able to :

  • Understand sales as an advanced type of service
  • Recognize buyer needs
  • Listen for or create opportunities to cross-sell
  • Create a natural, conversational bridge to the offer
  • Have more confidence
  • Overcome resistance in a positive way
  • To improve sales performance.
  • Build rapport and develop relationship building skills.
  • Develop a professional sales approach.
  • Improve closing techniques and confidence.
  • Equip sales professionals with skills and techniques to uncover customer needs and meeting these needs more effectively
  • Provide participants with the opportunity to apply these skills in the practical ‘role-play’ session

Who Should Attend

  • This program is suitable for All Executives involved in Customer Service, Sales Support, Sales and Marketing or any individual who wishes to improve sales performance, increase his company’s customer base and retain existing customers can benefit from this workshop.
  • Level for Executives and above


This program is conducted through a mix of Class room Style Information, Role Plays, Group work / Brainstorming Sessions, Presentations, Case Studies, The Skills can be implemented immediately, Theory used as a basis for learning, Very practical and easy to understand, Allows participants to enjoy what they learn, Participative, interactive activity, Draws on participants own experience. Lets you learn in a method you can relate to



Fee: RM 1,000 per pax

Loyalty Points: 1000 Points

Duration: 2 Days

Note: In-house course is available. Request it HERE


Anita Shanmugam

Anita Shanmugam is an effective trainer with years of experience and expertise under her belt. Her exposure as a Corporate Sales Executive and a Sales/ Marketing Director sharpened various skills in her arsenal, including supervisory & managerial skills, performance management, customer service function and sales & marketing. Anita’s hands- on approach increases the understanding of participants on varied subject matters, including Time Management, Positive Work Attitude, Creative Problem Solving, Stress Management, Supervisory Development, Communication, Grooming, Rehabilitation of Behavior and counseling among others. Aside from training, she is also busy being an honorable Speaker in various seminars, forums and conferences about Personal Effectiveness. Anita is also a respected part- time teacher in local colleges, lecturing about Management, Psychology and Sales & Marketing.