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