1. Ambassadors of Customer Expereience Module 2 Adding Value

2. Who is involved in selling?

3. Session Objectives Identify why adding value & upselling is important, and what skills and knowledge is needed to do it effectively Spot appropriate opportunities for adding value and boosting business within your own and other departments Demonstrate how to boost sales by offering options and alternatives

4. Agenda Why is adding value & upselling important Spotting Opportunities Product Knowledge Skills and Behaviours Handling Objections Practice

5. Why is it important?

6. What can we learn from the supermarkets?

7. Getting the balance right Customer needs Profit Additional sale AvailabilityMarginTaste Value for money Something they want

8. Exercise Identify as many opportunities for adding value as you can. Put each idea on a separate post it note. 4 minutes

9. Spotting opportunities How would you approach each situation to get the conversation going and identify what the customer may want? Be prepared to feedback to the group You have 5 minutes

10. How can we tempt people? Decision to buy DifferentEmotionsBenefits

11. Skills and behaviours

12. Exercise Find a partner and decide who is A and B A to think of something your partner does not know about you (non work). –e.g. Where you want to go on holiday next year, how you will be spending Christmas, a hobby B to ask as few open questions as possible to find out your partners ‘secret’ A can only answer the question i.e. don’t give away any additional information

13. Handling objections Timing Too soon Too late Empathy Understand what they want Put yourself in their shoes Does ‘no’ mean…. They need more information? Another option?

14. Your turn….. Customer Team Member Observer