12814909 cross selling skills

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2003 Hewlett-Packard Development Company, L.P.

The information contained herein is subject to change without notice

Cross-Selling Skills forFront-line TechnicalSupport Agents

HP Restricted


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2October 2006 HP Restricted / RevGen Training

RevGen Program Objectives

Optimize HPs most significant customer touch point by:

Provide end-to-end support solutions.

Give our customers need-based options.

Encourage agents to become trusted technology consultants.

Increase overall customer experience and thereby CSAT.

Do not make offers unless the issue the customer called for is resolved!

Increase revenue.

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Silence Can Be Golden $

Silent Moments can be turned into aGOLDEN OPPORTUNITY for the customer and for HP!

HOW?

Use these moments of silence to:

Help your customers learn how they can enhance their

experience with their HP product

Upsell/Cross-sell products and services to create revenue for HP

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Why Should I Sell?

OK, that sounds good. But tell me

WHYshould I try to Upsell / Cross-Sell?

It is part of CUSTOMER SERVICE

You are satisfying your customer

It builds revenue for HP

You feel good about yourself and the job you are doingYou become a consultant or Trusted Advisor to yourcustomer

Enhances your skill set / career opportunities


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5 Steps to Cross-Selling

OK, that still sounds good. But tell me

HOWdo I upsell?

By using a s imple 5-step process

1. Build Rapport

2. Do a Needs Assessment

3. Make an offer

4. Handle Objections

5. Close the sale


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5 Steps to Cross-Selling

5 Steps to Cross Selling Skill

1. Build Rapport Show Interest, touch the human element

Find something human to comment on

2. Needs Assessment Ask open-ended questions

Ask closed-ended questions

Listen for cues and clues to find out what thecustomer might need

3. Make anoffer

Tell about products and services that meet their

needs

Point out features / benefits

4. Handle Objections Acknowledge the concernFocus on positives

Point out the value to customer

5. Close Assume the order, put the question back to them

Show appreciation, affirm the order


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Practice - Practice - Practice

The more you practice the 5 steps of cross-selling, the morenatural they will become.

Eventually, these 5 steps will become a natural part ofhandling a support call.

Remember when you learnedto ride a bicycle or to drive acar?

At first, everything you did seemedawkward, but the more you practiced,

the more natural it became.


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1. Rapport

What is it? A feeling that you are close to someone.

You relate on some level.

There is a feeling of friendliness, trust or comfort.

How do IestablishRapport

1. Acknowledge something the customer says.

2. Compliment the customer.3. Put a smile in your voice, it shows.

Scenario You know the customer lives in San Antonio, TX.They have a Presario Laptop. They told you itbelongs to their son who is in college.

What couldyou say tobuildrapport?

Think of several comments to build rapport.

Then move to the next slide for some additional suggestions.



Suggestions on building rapport.

What you know through cues and listening

The customer lives in San Antonio, TX.

They have a Presario notebook.

They have a son in college.

Suggestions to build rapport:

I see on the weather channel that its really hot down there in Texas right now.

Hey how about those Spurs winning the NBA championship?

I remember how important my computer was to me when I was at school.

I have a sister in college. What is your son studying?

I love using my Presario notebook, lets see what we can do for you today.

How are you doing today, Mr. Johnson?



2. Needs Assessment

What is it? Exploring the customers needs or interests.

The idea is to be able to identify a product orservice the customer might be interested in.

How do I do aneedsassessment?

1. Listen actively for clues.

2. Ask questions to gain information.

3. Probe.4. Practice these during the entire call.

Scenario The customer said they are unhappy with theirHP product.

E.g. My camera doesnt take enough pictures.How do youget moreinformation?

Think of several responses to get moreinformation and understand their needs.

Then move to the next slide for some additionalsuggestions.



Suggestions for Needs Assessment


The customer does not like his HP product.

He wants to take more pictures than he is currently able to.

Getting information during the Needs Assessment

CAMERAS:

What problems have you had with the camera?(we may have a product or serviceto solve their concern.)

Has that been a problem for you?(find out what they like/dont like)

You mentioned you dont care for your HP camera? Would you mindtelling me why?(possible opportunity for more memory, carrying case, other accessories)

Do you print your own pictures?(this could lead to opportunities to sell photo cartridges,paper or even a printer.)

move to the next slide for additional suggestions.



More Suggestions for Needs Assessment

Getting information during the Needs Assessment

COMPUTING/PRINTING:

What problems have you had with your computer/printer?(we may have aproduct or service to solve their concern.)

Has that been a problem for you?(find out what they like/dont like)

You mentioned you dont care for your HP computer/printer? Would you

mind telling me why?(possible opportunity for more memory, storage or other accessories)

Do you have a printer?(this could lead to opportunities to sell cartridges, paper or even aprinter.)

How did you decide on your HP _____?(this could lead to information to help youunderstand what they are trying to do with their product.)

What types of things are you trying to print/scan/copy?(this could lead toinformation to help you understand what they are trying to do with their product.)

What are you trying to accomplish? Are there any features you need?

Tell me about your business.

What other products are you looking at (or considering purchasing)?



Making an Offer / Sharing Information

What is it? When you discover information during the

needs assessment that indicates thecustomer is a candidate for a particularproduct or service, tell them about that HPproduct or service and offer them theopportunity to purchase it today!

How do I domake an offeror provideinformation?

1. Describe features

2. Describe the payoff to the customer

3. Ask the question/make the offer.

Scenario The customer does a lot of printing.

Ask or offer Think of several ways to make an offer.

Then move to the next slide for some additionalsuggestions.



Suggestions for Making an Offer


The customer does a lot of printing. He has an HP printer and PC.

Would you be interested in purchasing ink cartridges directly from HP.You can get them sent to you and there is no shipping charge. This waywhen you use up a cartridge, you will have a spare ready to go.

We can get that for you right now. Would you like to speak to someone toplace the order?

We carry all different types of paper and supplies for printing your ownstationery.

If I understood you correctly, it sounds like you might want to hear aboutour

move to the next slide for additional suggestions.



More Suggestions for Making an Offer


The customer does a lot of printing. He has an HP printer and PC.

Based on what I have heard you say, it sounds like you might like to hearabout..

One of the things people like about buying their ink from us is that theydo not pay shipping charges.

This service plan gives you the flexibility it sounds like you are lookingfor.

Many of my customers like the fact that an extended warranty has.

(add something about a feature they are interested in)Customer has a printerwhat supplies do they need?

Customer wants a pc. Do they need a monitor, printer, projector, etc?

Customer works with music. Do they need memory, storage, CD/DVDs.?

Customer warranty is up soon. Do they want to extend it?



Handling Objections

What is an

objection?

A customer concern that stops them from moving

forward to accept the product or service that youhave offered.

How do I handlean objection?

1. Listen closely and restate the issue to make sureyou understand the concern.

2. Determine if maybe they just may need more

information.3. Ask questions to make the r ight offer.

4. Show empathy, emphasize the value of theproduct or service.

Scenario The customer tells you he wants to think about youroffer.

Respond to theconcern orobjection.

Think of several ways to respond to an objection.Then move to the next slide for some additionalsuggestions.



Suggestions for Handling an Objection


The customer does not want to accept your offer. He says he want tothink about it for a while.

I understand your concern. A lot of people prefer the extended warrantybecause of the peace of mind it provides.

I understand. Many of my customers are not used to purchasing inksupplies online or on the phone. But since you do not pay shippingcharges, and it can actually save you the time of going to the store, its a

win-win for the customer.

You mentioned that you depend on being able to print at a moments

notice. Think of how good you will feel knowing that your product iscovered even after the original warranty expires.

That extra memory is going to help with the slow response time you have



Close the Sale

What is the

close?

You have suggested a product or service. The

customer is not objecting. Assume the sale.What do I say? 1. Tell them what needs to happen.

2. Thank the customer

3. Affirm they made the right choice.

Scenario The customer is receptive to an extended warranty.

Practice closingthe up-sell.

Think of several ways to respond to an objection.Then move to the next slide for some additionalsuggestions.



Suggestions for Closing the Sale


All we have to do to get your warranty extended is to .

Thanks so much for doing business with HP. You will be happy knowingthat your product is covered for another year.

I think this new printer is going to exceed your expectations. Thanks forshopping with us at HP. I believe you made a great choice.

This additional memory is going to speed things up considerably for you.Would you like to order an additional 8 mb or max out your system with 16mb more?

OK, here is what we need to do in order for you to.


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12814909 cross selling skills

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