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Recommendations and Upselling

Most customers purchase products and services to solve some kind of problem. When you work with customers, your job is to completely understand the problem and help provide the most complete solution. Through this module, you will learn how to correctly make recommendations and upsell as you resolve customer problems.

About This Course

Most customers purchase products and services to solve some kind of problem. When you work with customers, your job is to completely understand the problem and help provide the most complete solution. Through this module, you will learn how to correctly make recommendations and upsell as you resolve customer problems.

Course Staff

Course Staff Image #2

Dr. Kathryn K. Eaton

Clinical Associate Professor of Marketing
Center for Services Leadership
W.P. Carey School of Business
Arizona State University

Course Staff Image #1

Dr. Mary Jo Bitner

Professor and Edward M. Carson Chair
Co-Executive Director, Center for Services Leadership
W. P. Carey School of Business
Arizona State University

Course Staff Image #2

Dr. Douglas Olsen

Associate Professor of Marketing
Center for Services Leadership
W.P. Carey School of Business
Arizona State University

References

Business Queensland. (n.d.). Knowing Your Products And Services. Retrieved from https://www.business.qld.gov.au/running-business/marketing-sales/sales/skills/know-product

Male, Bianca. (June 2, 2010). 8 Ways To Listen To Your Customer. Retrieved from http://www.businessinsider.com/8-ways-to-listen-to-your-customers-2010-6#surveys-1

Patel, Neil. (December 21, 2015). How To Upsell Any Customer. Retrieved from https://www.forbes.com/sites/neilpatel/2015/12/21/how-to-upsell-any-customer/#3c916cdcc406

Schiffman, Steven (2005), Upselling Techniques (That Really Work!), Adams Media

Searcy, Tom. (n.d.). 5 Great Questions You Should Always Ask Your Customers. Retrieved from https://www.inc.com/tom-searcy/5-great-questions-ceos-ask-customers.html

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  1. Course Number

    Advanced Customer Service
  2. Classes Start

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