Course Overview
This course focuses on strategies for maximizing customer lifetime value by identifying opportunities for cross-selling and upselling. It trains participants on how to uncover customer needs, package complementary offerings, and deliver value-added solutions that increase revenue.
Course Duration: 5 Days
Target Audience
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Sales Executives
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Account Managers
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Customer Success Teams
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Business Development Managers
Personal Impact
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Develop confidence in identifying cross-sell and upsell opportunities.
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Strengthen relationship-building skills with existing customers.
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Learn consultative approaches that create mutual value.
Organizational Impact
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Increased revenue per customer account.
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Higher customer retention through value-driven solutions.
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Better alignment of products/services with customer needs.
Course Outline
Course Objectives
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Identify opportunities for cross-selling and upselling.
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Develop tailored messaging for value expansion.
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Build customer trust through consultative selling.
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Apply frameworks for account growth strategies.
Course Modules
Course Outline
Module 1: Understanding Cross-Selling & Upselling
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Key concepts and differences
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When and how to apply each strategy
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Case Study: Successful upselling in the SaaS industry
Module 2: Customer Insights and Needs Analysis
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Mapping customer journeys to identify gaps
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Leveraging CRM data for opportunity spotting
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Group Exercise: Analyze customer data to find upsell potential
Module 3: Value Packaging and Positioning
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Bundling complementary products/services
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Designing tiered offerings and add-ons
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Real-Life Project: Create a cross-sell offer for an existing product line
Module 4: Communication & Negotiation Techniques
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Framing upsell value without sounding pushy
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Handling objections in cross-sell scenarios
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Role Play: Sales rep pitching an upgraded service to a client
Module 5: Sustaining Growth through Account Management
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Post-sale follow-up strategies
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Building customer advocacy
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Capstone Project: Develop a cross-sell/upsell strategy for a client portfolio
Related Courses
Course Administration Details
Methodology
These instructor-led training sessions are delivered using a blended learning approach and include presentations, guided practical exercises, web-based tutorials, and group work. Our facilitators are seasoned industry experts with years of experience as professionals and trainers in these fields. All facilitation and course materials are offered in English. Participants should be reasonably proficient in the language.
Accreditation
Upon successful completion of this training, participants will be issued an Indepth Research Institute (IRES) certificate certified by the National Industrial Training Authority (NITA).
Training Venue
The training will be held at IRES Training Centre. The course fee covers the course tuition, training materials, two break refreshments, and lunch. All participants will additionally cater to their travel expenses, visa application, insurance, and other personal expenses.
Accommodation and Airport Transfer
Accommodation and Airport Transfer are arranged upon request. For reservations contact the Training Officer.
Tailor-Made
This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our IRES Training Centre or at a convenient location. For further inquiries, please contact us on:
Payment
Payment should be transferred to the IRES account through a bank on or before the start of the course. Send proof of payment to [email protected]
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