If you have been trying to get your customer service representatives (we'll go with "CSR" after this) to sell after callers' service issues have been addressed, you're probably experiencing some resistance. Chances are, the resistance is primarily from your veterans, more than from your new CSRs. Many CSRs see sales as a "different animal" and a burden on callers. Telephone Sales Mastery will convince them that there is very little difference between servicing and selling.

Did You Forget To Service Or Did You Forget To Sell?
If a caller ordered an ink-jet printer that broke down one day after the service warranty ended, she would be upset that she didn't buy extended coverage. She'll probably be upset that the service rep that sold her the printer didn't tell her about the extended coverage, too. Did that CSR forget to service or forget to sell? We believe it's all the same.

Servicing And Selling Both Focus On Adding Value
Adding value on every call is the way that you keep customer retention at top levels. You have great products that your customers did not call in about. When you offer these products (that many callers probably need) you continue to add value and educate your customers. By attending Telephone Sales Mastery, your CSRs will finally be convinced that they are servicing when they are solving a problem and when they are offering additional products or services.

Increase Motivation
Let's face it. A CSR's job is often tedious, mundane and thankless. You've probably noticed that sales incentives and contests only marginally improve performance and motivation. This is where Telephone Sales Mastery can really help. Telephone Sales Mastery skills are excellent for the job and for each CSR personally. What can you do with improved interpersonal skills, communication tools and general persuasion techniques? Anything! CSRs appreciate the extra development that they receive. This keeps them motivated in the job for a much longer period of time. Many tenured, tired CSRs come out of their shells and actually start to enjoy their positions again. You benefit by increased sales and increase job enjoyment.