This training module aims to teach employees skills for expanding customer relationships and identifying additional customer needs. The module is 4 hours long and includes activities, videos, and skills practices. Participants will learn to listen for clues about additional customer needs, transition conversations to uncover more needs, and resolve any customer concerns about recommended products or services. The goal is for employees to feel more comfortable cross-selling additional products to existing customers.

1. Expanding Customer
Relationships
Training
Ensuring stellar service Module Outline
takes its rightful place at
the forefront of your efforts
to achieve business results Module Introduction (37 minutes)
• Participants watch a video interview of customers and employees
discussing the challenges and barriers to selling.
• Participants identify barriers that inhibit them from offering
additional products or services to customers.
Expanding Customer Relationships (2 hours, 11 minutes)
• In a large group, participants generate a list of products and/or
services they are likely to recommend to their customers.
(Options for this activity include participants bringing to class
details of a product they are preparing to recommend or the
trainer preparing a list of products or services the organization
wants the participants to recommend.)
• Participants learn how to create a product profile tool that
facilitates conversations with customers about one of their own
products or services, and are given a template for use with other
or future products.
• Participants review the four parts of a conversation and discuss
how to apply them to a conversation about an additional product
or service.
• Participants watch a video of a conversation that demonstrates
effective cross selling.
• Participants identify clues that a customer has an additional need
for their own products and services.
• Participants identify and practice two types of transition
statements, and the appropriate conditions for using them.
Developing the 21st
century workforce TM

2. • In pairs, participants practice confirming their • Transition the conversation to learn more about
understanding of the customer's additional need. additional needs.
• Participants practice doing a Close that involves the • Reply with information that helps customers make
original need and an additional need for one of their decisions, linking features and benefits to customer needs.
own products or services. • Resolve concerns that surface when a customer
• In pairs, participants practice a conversation from doubts, misunderstands, or doesn’t like something
transition through the Close involving one of their about the advice or recommendation.
own products or services.
Duration: 4 hours
Resolving Customer Concerns (50 minutes)
Maximum group size: 15 participants
• Participants discriminate among three common
customer concerns. Process
• Participants watch video scenarios that demonstrate Participants will complete a variety of individual and
the steps for resolving customer concerns. group activities, skills practices, video segments, and
• In pairs, participants practice resolving customer large group discussions that explore the following topics:
concerns using one of their own products or services. • Challenges and benefits of expanding the customer
relationship
Action Planning (22 minutes)
• Identifying clues to additional needs
• Participants identify which barriers to selling they
are now better equipped to overcome. • Transitioning the conversation
• Participants complete an action plan for applying • Practice satisfying an additional need
what they learned when they return to work. • Resolving customer concerns
• Action planning
Audience
Anyone in the organization whose role includes Components available
expanding customer relationships by selling additional
• Facilitator kit (guide, video, wallcharts, activity
needed products and services. (Participants complete
support materials)
Guiding Customer Conversations® as a pre-requisite.)
• Participant workbook with personal action plan and
Purpose removable job aids
To provide employees with skills to expand the • Level 1 perception assessment (asynchronous PDF
customer’s business relationship by identifying and and hardcopy)
satisfying additional customer needs
• Level 2 mastery test (asynchronous PDF and
Payoff hardcopy)
Participants will learn to: • Level 3 behavioral assessment (asynchronous PDF,
• Listen for clues to uncover additional customer hardcopy, and Web)
needs and determine if the organization has • Follow-Up Skills Practice (synchronous PDF)
products or services to meet those needs.
• Multiple Manager-led Application Sessions
(synchronous PDF)
• Multiple reinforcement messages (asynchronous
World Headquarters
PDF and hardcopy
8875 Hidden River Parkway, Suite 400
Tampa, Florida 33637 USA
Toll Free: 800.456.9390
www.achieveglobal.com
© 2010 AchieveGlobal, Inc. No. M01342 v1.0 (08/2010)