| Author's Note |
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| Introduction: A Tale of Two Conversations |
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Part I: Foundation Concepts |
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``Before We Begin . . .'' |
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3 | (2) |
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How to take the initiative in conversations with prospects while building the foundations of an effective selling strategy |
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5 | (4) |
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Upselling defined---the process, the challenges, and the great results |
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Upselling Is a Conversation |
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9 | (2) |
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What kinds of questions you should---and shouldn't---ask to promote upselling |
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11 | (4) |
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Why ``less is more'' applies to upselling and how to move the process forward during nonsales conversations |
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15 | (6) |
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The three words that determine every buying decision and that form the basis of the most effective closing strategy |
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21 | (4) |
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How to effectively incorporate this essential substep into the sales process |
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25 | (2) |
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Gathering the information that makes a successful presentation possible |
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27 | (2) |
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Ways to move past the inevitable obstacles raised by these critical topics |
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Essential Upselling Principles |
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29 | (2) |
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Fifteen principles that every successful upseller will follow |
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Key Communication Principles |
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31 | (8) |
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Creating the flow, anticipating responses, and communicating through stories |
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Why Telesales Is So Tough |
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39 | (4) |
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The special challenges telesales professionals face and how to rise above them |
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43 | (4) |
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Measuring sales activity and turning numbers into useful ratios |
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What Do the Numbers Mean? |
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47 | (6) |
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The importance of the upselling ratio in both inbound and outbound sales |
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53 | (6) |
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Transitional phrases that carry you through the critical points in your calls |
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What You Really Want to Know |
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59 | (2) |
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The most important piece of information you need to uncover on an inbound call |
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61 | (2) |
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Effective upselling while working with a script |
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63 | (4) |
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Getting past the initial negative response to move forward |
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Another Use for ``By the Way'' |
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67 | (2) |
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Using transitional phrases to help verify your information |
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69 | (4) |
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What the telesales upsell sounds like and two philosophies for telesales success |
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Additional Thoughts on the Telesales Upselling Process |
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73 | (4) |
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Finding the right tone, emotional message, stories, and humor that lead to great telesales |
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Questions You Should Be Able to Answer |
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77 | (4) |
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The answers you need to have before you try to close a sale or begin to upsell |
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Four Phases of the Relationship |
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81 | (4) |
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Determining if you are a seller, supplier, vendor, or partner---and how your status affects your upselling efforts |
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Beware of Bad Assumptions |
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85 | (2) |
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The ways that we can mislead ourselves while upselling and the questions that will put us on the right track |
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Raise the Hard Issues Yourself |
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87 | (4) |
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Dealing with difficult objections and avoiding the dreaded ``Let me think about it.'' |
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91 | (4) |
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Uncovering the different motives that customers have for buying and tailoring your upselling efforts to fit them |
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The Six Mindsets of Change |
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95 | (4) |
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The mental roadblocks that can hold back our prospects---and ourselves---when faced with innovative change |
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Tales of a Cable Installer |
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99 | (2) |
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An example of a subtle and highly effective upselling conversation |
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The Simplest Upselling Strategy of Them All |
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101 | (4) |
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Upselling letters---how to create them and who to send them to |
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When You Work for a Large Organization |
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105 | (4) |
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Successful strategies for upselling at a large company |
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109 | (2) |
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The importance of personal attention (and, surprisingly, Tom Hanks) to the upselling process |
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111 | (4) |
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Building rapport and a better upselling environment through old-fashioned note taking |
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115 | (4) |
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The necessity of obtaining a Next Step and what it means if you can't get one |
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``Based on What We've Discussed Today. . .'' |
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119 | (4) |
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A useful phrase for generating the right kind of Next Steps |
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123 | (6) |
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Lessons to follow and pitfalls to avoid while upselling, from a pioneer of military aviation |
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The Art of Making People Look Good |
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129 | (6) |
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Why being able to help someone at another company shine is an essential upselling skill |
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The Follow-Through Campaign |
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135 | (4) |
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Following up on your upselling efforts to sell even more |
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139 | (4) |
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Enlisting a member of a target organization as an ally in your upselling efforts |
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143 | (6) |
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How you can create strategic partners in an organization with anyone from a key contact to a CEO |
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149 | (6) |
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Challenges, opportunities, and common mistakes when upselling before a committee |
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155 | (4) |
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The danger signs that you're wasting your time and effort in an upselling initiative |
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The Hallmarks of an Upselling Sales Culture |
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159 | (2) |
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Thirteen beliefs that work to create a healthy environment for effective upselling |
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161 | (2) |
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The strategies---all from the side of a grocery bag---that define true success in business and in life |
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| Appendix A: Customer Service Principles |
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163 | (4) |
| Appendix B: A Retail Upselling Model |
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167 | (5) |
| Index |
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172 | (4) |
| About the Author |
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176 | (1) |
| About D.E.I. Management Group |
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177 | |
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