Our team of experienced leaders in sales, marketing, call center management, training and development will evaluate objectively each customer touch point in your process, defining each department's role in the overall service delivery process. We believe contact centers that implement and focus on a customer centric approach to the overall service delivery work more effectively because the whole organization becomes involved and accountable for the customer experience.
Customer Service 101 is a division of Evans Consulting Group focused specifically on customer service training and development. We offer customized customer service training programs to meet your organization's specific needs. Depending on your training requirements, we offer instructor-led workshops at your site or develop programs for your team to deliver.

Sherry Redden Evans, managing director of training & development, is recognized in the customer service community as a leader and is an accomplished speaker in the dynamics of customer service delivery within organizations. Sherry and her team will be with you every step of the way from the needs analysis to post assessment follow-up to ensure the success of the program.

Customer Service 101

Up-selling Skills for the Customer Service Representative

Workshop Purpose: Cross-selling, up-selling can be a valuable add-on skill for both revenue and non-revenue generated departments. However, management many times are reluctant to ask their staff to up-sell, because of the push back they receive from the representatives.  Management tends to notice that most reps feel uncomfortable "selling" to the customer they say their job is strictly service.  To overcome their fears and remove the stigma of “feeling pushy” we introduce selling skills and techniques as UPSERVICING VS Selling.  We have found that once the service and support representatives understand the benefits of becoming a revenue generated department and introduced to the “soft sell” techniques, most reps are willing to give it a go!  We can help your reps develop the skills and motivation they need to incorporate selling into their daily business routine.

What You Will Learn:

  • Understanding the benefits of becoming a revenue generated department
  • Understanding that selling is the same as "up-service" providing the customer the ability to make an informed decision.
  • Developing "soft" selling techniques.
  • Developing "soft" questioning techniques
  • Listening for sales opportunities
  • Probing for unspoken needs
  • Proposing solutions for Up-Servicing!

Specific Agenda

  1. The benefits of Customer-oriented Up-Servicing & Up-selling
  2. Introduction to "soft selling" techniques
  3. Active & Reflective Listening and Soft Question Skills
  4. Eight guidelines for success
  5. Skills practices and one-on-one coaching

Workshop Details:

  • Four-hour workshop / plus one-hour post workshop skills practice (for those who choose to participate) using applicable work scenarios from your organization to practice the new listening skills and identify any knowledge gaps in the process
  • Maximum 25 attendees
  • Audience: this workshop is developed around problem solving for the service/support representatives who communicate with the customer.


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