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Coaching Greater Up-Selling & Cross-Selling

Mon,Jul 20,2020 @ 01:09 PM

This is a sample coaching map from our book series Coaching Conversations - we hope you find this helpful!

Suggested Strategy:

  • Using a Define & Coach strategy, allow the discussion to form around a set definition for the expectations of up-selling and cross-selling in the individual’s position with the company.

Suggested Questions:

  • Define & Coach:  When thinking about the expectations set for you related to up-selling and cross-selling, how do you think you would define those expectations for you in your position with the company?
  • Rating Question:  On a scale of one to six, with six representing that you fully put that definition into practice on your own, and one representing that you do not utilize up-selling or cross-selling at all, where would you rate yourself and why?
  • Success Imperative:  What actions do you believe you must take in order to put that definition into practice in your own sales tactics to help you reach ultimate success in your position?

Suggested Activities:

  • Role Play:  Practice up-selling and cross-selling conversations based on the expectations set by the definition discussed earlier.  Have the employee explain in each situation prior to practicing the conversations how they will manage and approach the conversation and afterward, any follow up actions required. 
  • GOAL-Based Coaching: What does the employee l aspire to be Great at in their position?  What Opportunities might be afforded to your coaching target by becoming great?  What Actions must the employee take related to up-selling and cross-selling to help put them on the fast track to bringing those opportunities within reach?  What will your coaching target Love about reaching their goals (this is their emotional connection to their goals)?

Suggested Learning Projects:

  • Peer-to-Peer Coaching:  Assign the person you are coaching to meet with a new peer once per week to discuss strategies for up-selling and cross-selling.  What practices do their peers have in place that they may not have thought to practice prior to meeting with them?  What did they learn from their meeting with their peer?  Have them practice the conversations that they would have with clients with their peer as you did in your coaching session.  They should be prepared to seek feedback from their peer on what they did well in the practice conversations, and what they may still want to practice or adjust further.  Ask them to email you after each peer session, copying the peer they just met with, sharing any takeaways from their meeting as well as the feedback provided by their peer.
  • Observational Coaching:  Ask your coaching target to actually observe their peers throughout the week as they interact with clients and practice up-selling and cross-selling in real situations at work.  What takeaways from their observations could help to develop their own ability to up-sell and cross-sell?  Do their peers put the same definition into practice as you had discussed at the beginning of your coaching session?  If not, what did they do differently?  What was the outcome of their up-selling and/or cross-selling technique?  Discuss their observations at your next coaching session.

Supplemental Coaching Strategies:

  • 30-Second Coaching:  Take 30 seconds of your day to verbally acknowledge positive efforts and improvements made by your coaching target to reach the defined expectations for up-selling and cross-selling in their daily interactions with clients.  Be specific in sharing with them the actions taken that you had observed and how those actions are beneficial in the employee working toward their goals and reaching success.
  • Journal-Based Coaching:  Ask the your coaching target to keep a journal in the coming weeks noting successes and challenges found as they practice the defined expectations discussed in your coaching session.  This allows for the employee to organize their thoughts on paper as they work through changes in their approach to interactions with clients, as well as celebrate successes.

Want More Info On Coaching Maps? CLICK HERE

Tim Hagen

Written by Tim Hagen

Tim Hagen founded Progress Coaching, a Training Reinforcement Partner Company, in 1997. His entrepreneurial career began in college leading to positions in sales, sales management, and sales training for small and large corporations, and eventually ownership of several training companies. Tim is often a keynote speaker at companies teaching the value of coaching and conversations in the workplace. He possesses a unique combination of hands-on experience, academics, and innovative insight to solve the industry’s most common challenges specific to workplace performance. Tim holds a bachelor’s degree in Adult Education and Training from the University of Wisconsin, Milwaukee.

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