Knowledge of cross-selling techniques is essential to provide excellent customer service. Cross-selling is the practice of offering additional products or services to a customer while selling a primary product or service. This technique is widely used by companies that seek to increase the average ticket and build customer loyalty.
To apply this technique, it is necessary to know well the products or services offered by the company. The attendant must know what are the complementary or related items that can be offered to the customer. It is also important that the attendant know how to identify the customer's needs in order to offer products or services that are really relevant to him.
Another cross-selling technique is the suggestion of products or services that are related to what the customer has previously purchased. For example, if the customer bought a cell phone, the agent might suggest a protective case or a portable charger.
In addition, it is important that the agent knows how to approach the customer to offer the additional products or services. The approach must be done in a natural and non-invasive way, so that the customer feels comfortable receiving the offer.
In summary, knowledge of cross-selling techniques is a differential for excellent customer service. With this practice, it is possible to increase the company's average ticket and build customer loyalty by offering products or services that are really relevant to them.
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