In many cases, the sales professional is the team member responsible for using cross-selling and up-selling. I firmly believe, however, that all customer-facing employees should be trained to cross-sell and up-sell.
It is my studied observation that most people in this industry think that there is a hierarchy of roles and responsibilities. There are business development people. There are technicians. There are clerical people that answer phones and take care of paperwork. There’s executive management. The list goes on.
People in this industry assume that the only people who actually need to know how to cross-sell or up-sell are the people who are actually responsible for closing sales. So why would you ever need to instruct the secretary or the field technician or the CFO on how to cross-sell and up-sell? Because each of these people also has a very important relationship with the customer. Anyone in your organization who is customer-facing, even the technician, should feel confident recognizing customer needs so that they are better positioned to cross-sell and up-sell effectively.
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