UP-SELLING AND CROSS-SELLING TECHNIQUES

17th- 18th March, 2026                                                                                                 4th-5th June, 2026

25^th-26^th  August, 2026                                                                                                 28^th-29^th October, 2026

Introduction

Upselling involves encouraging customers to purchase a higher-end, more expensive version of a product, while
cross-selling suggests complementary items to increase total order value. Key techniques include using customer data for personalized recommendations, bundling related products, offering limited-time upgrades, and showcasing product comparisons to highlight value. 

Upselling and Cross-selling techniques training courses focus on increasing average order value and customer lifetime value through strategic, customer-centric recommendations. Key modules include understanding the
psychology of selling, identifying customer needs, crafting value-based offers, objection handling, and measuring success to drive revenue while enhancing customer satisfaction. 

Upselling and cross-selling course contents focus on transforming customer interactions from simple transactions into value-driven relationships that increase revenue.

Participants will learn how to increase revenue by focusing on customer success rather than just making a sale. The training ensures techniques are applied ethically to build, rather than break, trust. 

 Course Contents

Module One: Fundamentals and Mindset

• Defining the Terms: Distinguishing between upselling (selling a higher-end version) and cross-selling (offering complementary products).

        ·        Psychology of buying and understanding consumer behavior.

       ·        The marketing funnel and maximizing customer lifetime value.

• Shift to Problem-Solving: Moving from a “pushy” sales mindset to a consultative, customer-centric approach where offers solve specific customer pain points.
• The Role of Trust: Understanding how established rapport increases the likelihood of a successful upgrade or add-on. 

Module Two:  Identifying Opportunities

• Customer-Centric Selling Strategies
  • Active listening to identify unmet needs and buying signals.
  • Building rapport and trust for long-term relationships.
  • Personalizing offers based on customer data and preferences.

• Reading Buying Signals: Recognizing verbal and non-verbal cues (tone, body language) that indicate a customer is open to more value.
• Data-Driven Insights: Analyzing past purchase history, seasonal patterns, and lifecycle stages to predict future needs.
• Identifying Unmet Needs: Using active listening and targeted questioning to uncover gaps in the customer’s current setup. 

Module Three: Strategic Communication Techniques

• Positioning the Offer: Framing additional products as benefits rather than features (e.g., “This prevents X” rather than “It has Y”).
  • Creating compelling value propositions.
  • Selecting the right products for cross-selling and upselling.
  • Techniques for recommending products without being pushy.
• Consultative Questioning: Using open-ended questions to clarify goals before suggesting solutions.
• Storytelling and Social Proof: Using success stories or “customers who bought X also liked Y” to validate the offer. 
• Execution and Communication
  • Mastering objection handling and closing the sale.
  • Effective communication skills for persuasion.
  • Timing and, in online contexts, digital marketing strategies.

Module Four: Handling Resistance and Closing

• Objection Management: Learning “agree-and-redirect” techniques to handle pushback gracefully.
• Ethical Sales Practices: Understanding when to take “no” for an answer to maintain long-term integrity.
• Closing the “Yes”: Proven methods for finalizing the expanded sale without being overbearing. 

Module Five: Performance Metrics and Tools

• Key Success Metrics: Tracking Average Order Value (AOV), Customer Lifetime Value (CLV), and conversion rates.
• Measuring success through KPIs like average transaction value.
• Modern Sales Tools: Leveraging CRM systems, recommendation engines, and automation to scale efforts.
• Gathering feedback to refine strategies. 
• Advanced Analytics: Introduction to techniques like Market Basket Analysis and cluster analysis for identifying product pairs. 

Module Six: Industry-Specific Applications

• Retail & Hospitality: Impulse placement, bundling guest services, and timing offers during check-in.
• B2B & SaaS: Adding premium features to subscription plans and demonstrating ROI for upgrades.
• E-Commerce: Using checkout add-ons, flash sales, and personalized recommendation engines. 

Duration: Two (2) days                                                                                    Fee: N180,000