Experience+™

Customer Service Selling

Are your customer service reps resistant to selling?

Experience+ trains CSRs how to up-sell AND improve the customer experience.

How to Offer More Than an Experience

A high percentage of reps and managers believe that selling focuses on manipulating the customer, not serving the customer. Here lies the problem and the hidden solution to motivating your CSRs to sell.

We Start with the Heart

We begin by reframing the rep’s role. They learn their goal it’s not to sell but to serve. Selling isn’t about manipulation but rather proactively ensuring the customer is educated and all their needs are met – stated and unstated.

Everyone wins. Reps are happy, customers are happy, average handle time drops, and revenue per call increases.

Then We Make It Easy to Serve

With a new set of lenses, reps learn to transition from:

  • Reactively responding to a customer’s stated needs to proactively leading the call.
  • Asking, “you want fries with that?” to having a consultative dialogue with customers.
  • Making a few scripted offers to developing unique recommendation for every customer.
  • Avoiding the tough questions to delivering the truth about why their recommendation is in the customer’s best interest.
  • Being uncomfortable with closing to offering the best option for advancing the call.
  • Meeting the customer’s service expectations to exceeding expectations.
7_Experience

Unique is standard.

Your organization is unique. The challenges your reps face are unique. Your solution is unique. Therefore, you need a custom program. It’s part of our standard process to ensure every program is 100% relevant to every participant.

HERE'S WHAT OUR CLIENTS ARE SAYING

The results of the training with ASLAN® far exceeded our expectations. The Direct Banking Center increased its deposits by 270% and increased loans by 200%. The Retail Banking division saw deposits increase by 168%, service per household increase by 20% and the success rate of customer calling campaigns went from .5% to 9%.

Site Vice President
S&T Bank

Take a look at who we've trained.

How can we help?

Are you ready to get started on a custom training solution for your sales team? We're excited to show you what ASLAN's all about. Get in touch to learn about the custom solution we can build for you.