Table of Contents

1. Tutorial Video
2. Reading Materials
• ‘A beginner's guide to upselling and cross-selling’ webpage on the Forbes website
• ‘How to handle objections in 6 easy steps’ webpage from the Balance Careers website
• ‘Benefits of product knowledge’ webpage from the About Money website.
• ‘Upselling techniques: that really work!’ by Stephan Schiffman, published by Adams Media 2005.
• ‘Top 10 sales objections and how to handle them’ webpage on the Institute of Sales Management website
• ‘Q&A: Closing a sale’ on the Marketing Donut website
• ‘Always be closing: The ABC’s of sales in the modern era’ by Microsoft
3. Presentation
• Click to launch this lesson’s first presentation on ‘20 best sales objections handling techniques’ by Logison.
• Click to launch this lesson’s second presentation ‘Promote additional products and services to customers’.
4. Good Practice Example
5. Interactive Quiz
6. Evidence Opportunities
7. Extended Learning
• Click to read ‘The ultimate guide to objection handling: 40 common sales objections & how to respond’ on the Hub Spot website.
• Click to read ‘6 techniques for effective objection handling’ on the Salesforce website.
• Click to read this blog on the HubSpot website ‘Cross-selling and upselling: the ultimate guide’.
• Find a copy of ‘Successful sales: Get brilliant results fast’ by Pauline Rowson, published by Crimson Publishing 2009 and read: Chapter two ‘Buying behaviour and motivation’, chapter three ‘Product and market knowledge’ and chapter ten ‘Listening skills’. N.B. You do not need to buy this book, you should be able to find a copy in your local library service.
• Click on the link and read ‘Cross-selling: 10 ways to sell more to your customer’ from the Smarta website.
8. Think And Challenge
• Click on the link to read this case study about cross selling and Qantas.
• • What do you think are the positive ways in which Qantas approached the challenge of sourcing technologies to add cross-sell capabilities, without compromising flight sales?
  • Can you think of any additional products/services that Qantas could be promoting on their website?
• It is rare that there is just one way to respond to a scenario or situation, so do not consider that the response you have chosen to this scenario will be judged as right or wrong. Share your scenario with a work colleague and ask them to tell you if they think you have responded appropriately. Ask them to challenge your response if necessary. You do not need to submit this task for assessment unless asked to do so by your tutor.