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Added for You - Cross-Selling – It's About Connecting with Customers
Is it bad that we secretly wish we were wealthy?Do you often dream about not having to rely on other people for your financial well being?Yet, as much as we secretly dream of being rich and even the wealthy lifestyle, we are often confused by our motivation for such good fortune.I'm sure you'll agree, wealth for pure wealth sake can be perceived as greed and that's one of the most negative words of the 20th centuries.The very thought that greed is behind the motivation to seek your own personal fortune is enough to sabotage any lifeplan you have the potential to put in place toward achieving financial freedom.In fact, it is just this confusion that limits many from ever achieving true wealth. The impact of not living up to your true potential can be felt across your professional, financial and social life.WHAT ARE YOUR REAL REASO
• 88% of customers value service reps who suggest alternative products or services that better meet their needs.
• 73% are interested in learning about new products or services the company is promoting.
• 61% tend to ask service reps about these products or services.
• 42% said they purchased additional products or services “sometimes” or “frequently”. (6)
The Forum survey found that consumers are most likely to buy when the customer service rep:
• Focuses on the custo
New website owners are doomed from the start if they know nothing about website optimisation, that is until they realise that there is a lot more to learn than just building a website.It is a learning process from start to finish and no one can relax and expect their business to continue without constant attention to what is going on in the world of cyberspace. Blogging is tops as far as the search engines are concerned BUT for how long ?Search engines like Google are fickle and what is in favour right now could suddenly take a tumble as something new is discovered. Any thing is possible in this world of cyberspace and nothing stands still as we who have been on the internet for a few years have found out.To make your fortune on the internet is like winning the lottery, you have to be one of the lucky ones.If you are inventive and can think u
According to research we conducted in our white paper entitled, Effectively Using Cross-Selling and Up-Selling to Increase Revenue AND Customer Service :
• Over 70% of Personal Video Recorder (PVR) users skip through television commercials (and Yankee Group estimates that fully half of US households will have this technology in four years! (1))
• Satellite radio has eight million customers and expected to double to over 19 million subscribers by 2007. (2)
• Over 100 million people have signed up for the Do-Not-Call list, with severe penalties to companies violating the law (in December, 2005, DIRECTV was slapped with a $5.3 MILLION penalty for Do Not Call violations).
• Return rates for the types of outbound marketing and advertising efforts listed above have fallen below 3%. (3)
Consumers are clear in their directive to us: stop the bombardment of irrelevant, ill-timed advertising.
It’s not that consumers have stopped consuming. On the contrary, they are buying; for example, consumers spent over $20 trillion dollars on household goods and services in 2003, four times what they spent in 1960 according to The Worldwatch Institute. (4)
As a result of the lackluster results of outbound marketing and the increasingly limited reach of traditional advertising, more and more companies are looking to optimize opportunities in inbound customer calls and use service reps to take advantage of ongoing contacts with customers to position additional products or services.
With 2.1 million customer service representatives in the US (5) handling billions of customer calls annually, inbound customer service calls provide a huge opportunity for cross-selling – if done successfully.
The Key is Connecting with the Customer
Consumers are willing to purchase additional products or services from customer service representatives. In a 2004 Forum Corporation survey of 1,624 world-wide respondents – averaging 43 years old and with an annual family income of $56,000 – it was found that:
• 88% of customers value service reps who suggest alternative products or services that better meet their needs.
• 73% are interested in learning about new products or services the company is promoting.
• 61% tend to ask service reps about these products or services.
• 42% said they purchased additional products or services “sometimes” or “frequently”. (6)
The Forum survey found that consumers are most likely to buy when the customer service rep:
• Focuses on the custom
As many small-time authors and self-publishers have discovered the hard way, the traditional book publishing model is fraught with problems that conspire against an individual author/publisher making a decent living from their work.The traditional model normally involves two basic choices: 1) use a commercial publisher, or 2) self-publish.THE COMMERCIAL PUBLISHER ROUTEThis option involves the author submitting book proposals or full manuscripts to commercial publishing houses in hope of acceptance.Once a manuscript is accepted by a publishing house (the vast majority are not accepted) a contract is signed between the author and the publishing house. This kicks-off a time- consuming and often complex process involving printers, shippers, wholesalers, distributors, marketers, and finally, booksellers, all managed on the author's behal
• Satellite radio has eight million customers and expected to double to over 19 million subscribers by 2007. (2)
• Over 100 million people have signed up for the Do-Not-Call list, with severe penalties to companies violating the law (in December, 2005, DIRECTV was slapped with a $5.3 MILLION penalty for Do Not Call violations).
• Return rates for the types of outbound marketing and advertising efforts listed above have fallen below 3%. (3)
Consumers are clear in their directive to us: stop the bombardment of irrelevant, ill-timed advertising.
It’s not that consumers have stopped consuming. On the contrary, they are buying; for example, consumers spent over $20 trillion dollars on household goods and services in 2003, four times what they spent in 1960 according to The Worldwatch Institute. (4)
As a result of the lackluster results of outbound marketing and the increasingly limited reach of traditional advertising, more and more companies are looking to optimize opportunities in inbound customer calls and use service reps to take advantage of ongoing contacts with customers to position additional products or services.
With 2.1 million customer service representatives in the US (5) handling billions of customer calls annually, inbound customer service calls provide a huge opportunity for cross-selling – if done successfully.
The Key is Connecting with the Customer
Consumers are willing to purchase additional products or services from customer service representatives. In a 2004 Forum Corporation survey of 1,624 world-wide respondents – averaging 43 years old and with an annual family income of $56,000 – it was found that:
• 88% of customers value service reps who suggest alternative products or services that better meet their needs.
• 73% are interested in learning about new products or services the company is promoting.
• 61% tend to ask service reps about these products or services.
• 42% said they purchased additional products or services “sometimes” or “frequently”. (6)
The Forum survey found that consumers are most likely to buy when the customer service rep:
• Focuses on the custo
Whether or not to include your hobbies in your resume is a question that is open to debate.While your hobbies are usually something best left out of your resume, mentioning a particular hobby during the interview process can sometimes help your cause during the interview process. Here’s why: 1. Sometimes a hobby can help to distinguish you from other job searchers, and for a good reason. Hiring managers often look for something unique about each candidate since it can be hard to remember each person they interviewed especially if they’ve interviewed many people for the same job. If you’re the candidate who speaks four languages or travels to a new country every year, mentioning this might help to keep you top of mind in the interviewer’s memory.2. It can help to build up a rapport with the interviewer. Again, when a hiring manager
It’s not that consumers have stopped consuming. On the contrary, they are buying; for example, consumers spent over $20 trillion dollars on household goods and services in 2003, four times what they spent in 1960 according to The Worldwatch Institute. (4)
As a result of the lackluster results of outbound marketing and the increasingly limited reach of traditional advertising, more and more companies are looking to optimize opportunities in inbound customer calls and use service reps to take advantage of ongoing contacts with customers to position additional products or services.
With 2.1 million customer service representatives in the US (5) handling billions of customer calls annually, inbound customer service calls provide a huge opportunity for cross-selling – if done successfully.
The Key is Connecting with the Customer
Consumers are willing to purchase additional products or services from customer service representatives. In a 2004 Forum Corporation survey of 1,624 world-wide respondents – averaging 43 years old and with an annual family income of $56,000 – it was found that:
• 88% of customers value service reps who suggest alternative products or services that better meet their needs.
• 73% are interested in learning about new products or services the company is promoting.
• 61% tend to ask service reps about these products or services.
• 42% said they purchased additional products or services “sometimes” or “frequently”. (6)
The Forum survey found that consumers are most likely to buy when the customer service rep:
• Focuses on the custo
As technology continues to improve, the quality of digital prints also improves. Technology advancements have also made it easier for more and more businesses to enter the printing industry. Good digital printers cost a few thousands dollars…good offset printing presses may cost a few million dollars.For those companies interested in conveying the best possible image at all times, it is important to evaluate which printing process will bring the greatest result.Let’s compare the two processes briefly:Digital Printing: If you want a sample of digital printing, simply look at a piece that you print from your inkjet printer at your home or office. Digital printing uses a series of dots printed on top of the paper that form an image.Offset Printing: Offset printing is done on large presses that use plates and ink. As your piece is printed on
With 2.1 million customer service representatives in the US (5) handling billions of customer calls annually, inbound customer service calls provide a huge opportunity for cross-selling – if done successfully.
The Key is Connecting with the Customer
Consumers are willing to purchase additional products or services from customer service representatives. In a 2004 Forum Corporation survey of 1,624 world-wide respondents – averaging 43 years old and with an annual family income of $56,000 – it was found that:
• 88% of customers value service reps who suggest alternative products or services that better meet their needs.
• 73% are interested in learning about new products or services the company is promoting.
• 61% tend to ask service reps about these products or services.
• 42% said they purchased additional products or services “sometimes” or “frequently”. (6)
The Forum survey found that consumers are most likely to buy when the customer service rep:
• Focuses on the custo
Google the term "magic advertising words" and you'll instantly get over 8 million results. But caveat emptor -- don't buy into everything you read, because your prospective buyer certainly won't.From the time marketing began, there has never been a shortage of self-appointed experts who claim to have identified the words that will unlock your customers' wallets. In the Internet age their advice is even easier to come by. They promise that words such as "you," "guarantee," "easy," "limited-time," and the old standby, "free," will generate surefire results. If only it were that simple.As a smart business person, you probably know that there are no such things as magic words, particularly in a culture that has been saturated with advertising. But there's something else you should know: Not only do magic advertising words not exist, several of them actually work
• 88% of customers value service reps who suggest alternative products or services that better meet their needs.
• 73% are interested in learning about new products or services the company is promoting.
• 61% tend to ask service reps about these products or services.
• 42% said they purchased additional products or services “sometimes” or “frequently”. (6)
The Forum survey found that consumers are most likely to buy when the customer service rep:
• Focuses on the customer’s needs instead of pushing a product.
• Solves the customer’s problem first, before talking about additional products or services.
• Describes how the products or services will benefit the customer. (7)
Conversely, when a customer service representative didn’t seem to pay attention to customer needs (i.e., used a script, continued to sell after the customer said “no”, or pushed products that were not useful to the customer), customers were not only unlikely to buy, but became highly irritated. (8)
Cross-Selling Training
Most companies train their customer service representatives to ask questions to solve problems. Transitioning to sales is extending those existing skills, since selling is really nothing more than good problem-solving. At the same time, cross-selling skills can be unique and can be as foreign to customer service reps as another language.
In order to effectively cross-sell through the service channel, start with an assessment of current abilities and compare them to cross-selling competencies. When working with clients to increase sales through their service channel, we at Entelechy start with the following list of cross-selling competencies and customize where needed.
An employee skilled at cross-selling:
• Views cross-selling as an extension of customer service and a way to solve customer problems.
• While addressing the reason for the customer call, listens and identifies clues to additional customer needs.
• Successfully addresses the customer’s original reason for the call before discussing additional products or services.
• Uses checkbacks to ensure that issues have been addressed, messages understood, and actions agreed to appropriately throughout the call.
• Throughout the call, listens for clues that may identify the caller’s predisposition for cross-selling (both in terms of product/service need AND in terms of receptivity).
• Successfully transitions to cross-selling by asking questions to investigate and/or clarify additional customer needs identified during the call.
• Matches appropriate products/services to meet specific customer needs.
• Positions the customer benefits of these product
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