Sales and Upselling Techniques Flashcards
7 cards from real Call Center practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Sales and Upselling Techniques flashcards as text
What is the 'Feel, Felt, Found' technique used for in call center sales?
Answer: Handling customer objections by relating their concern to shared experiences that led to a positive outcome
The Feel, Felt, Found technique helps agents address objections by saying 'I understand how you feel, others have felt the same way, and they found that...' to normalize and resolve the concern.
What is consultative selling?
Answer: A sales approach where the agent acts as a trusted advisor by asking questions and tailoring solutions to the customer's needs
Consultative selling treats the agent as an advisor who diagnoses the customer's needs and proposes the best-fit solution rather than pushing a standard pitch.
What is a 'trial close' in a sales conversation?
Answer: A question used to gauge the customer's readiness to commit before formally asking for the sale
A trial close is a probing question like 'Does this sound like what you were looking for?' used to test the customer's buying readiness before asking for a final commitment.
Which metric specifically measures how effective agents are at generating revenue through upselling and cross-selling?
Answer: Revenue Per Call (RPC)
Revenue Per Call (RPC) measures the average revenue generated per call, making it a direct indicator of upselling and cross-selling success.
What is the purpose of a value proposition in a sales pitch?
Answer: To clearly communicate the unique benefit the customer will receive and why they should choose this product over alternatives
A value proposition articulates the specific benefit the customer gains and differentiates the product from competitors, giving the customer a compelling reason to buy.
What does 'conversion rate' measure in a call center sales context?
Answer: The percentage of sales calls that result in a completed purchase or agreement
Conversion rate is the percentage of sales opportunities (calls) that result in a successful sale, making it a core indicator of sales effectiveness.
Which of the following best describes 'assumptive closing' as a sales technique?
Answer: Proceeding as if the customer has already decided to buy by asking logistical next-step questions
Assumptive closing moves the conversation forward by asking questions like 'Would you prefer delivery on Tuesday or Thursday?' — treating the sale as already decided.