Although you probably think of your job in terms of helping customers when they come to you with requests or problems, another key way you can be of service is to sell them products and services that meet their needs. Be aware of the following opportunities to make a sale:

• Reorders: Ask the customer if it’s time to reorder a service plan or update a product.
• Problems: Sometimes a customer will mention a problem that a new service or product could solve.
• Cross-selling: Mention add-on services or products that you think could help the customer.
• Up-selling: Suggest that the customer might be better served by an upgrade or a higher-quality version of the product she’s currently buying.
• Special offers or promotions: Make customers aware of sales or special offers that pertain to them. Not only are they more likely to buy an item if it’s on special, but they’ll also see you as looking out for them.

Filed under: Customer Service Corner