Upselling during a support ticket

Training path

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  Leveraging upselling as a hidden sales opportunity

  VTS15 minutes+

  How to transform a support interaction into a growth lever?When a customer contacts support, they often reveal much more than a simple technical problem:…

  How to transform a support interaction into a growth lever?

  When a customer contacts support, they often reveal much more than a simple technical problem: they express their usage patterns, needs, frustrations… and aspirations.

  This module acts as a catalyst: what if every customer request opened up a subtle and relevant upselling opportunity?

  Discover in this module how to:

  • Identify the weak signals revealing a need or a gap
  • Seize these key moments without compromising the quality of the customer experience
  • Generate value for the customer while boosting revenue

  Designed for Support and Customer Success teams, this module is for all professionals committed to customer performance, even in a hybrid role.

  It can be taken independently to focus on concrete upselling techniques in real-life situations, or integrated into the complete "Customer Service & Customer Success" program for strategic and cross-functional skills development.

  Are you looking to:

  • Know when and how to recommend an offer without being pushy
  • Align customer relationships with business objectives
  • Train your teams to identify opportunities with discernment and impact

  This module is the operational solution to your needs.

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  Upsell techniques for effective customer support

  VTS25 minutes+

  In a world where customer support is no longer limited to problem-solving, knowing how to transform a support interaction into a sales opportunity has…

  In a world where customer support is no longer limited to problem-solving, knowing how to transform a support interaction into a sales opportunity has become a decisive competitive advantage.

  This module provides you with the essential foundations for integrating upselling into your support interactions, while maintaining a relationship of trust with your customers. It highlights key moments in the customer journey, which you can leverage to recommend a complementary offer that is truly useful to the customer.

  ✔ Ideal for hybrid Support & Customer Success professionals

  ✔ Can be taken independently or integrated into the complete "Customer Service & Customer Success" program.

  Customer Success »

  You will learn to:

  • Distinguish between the roles of support, sales, and customer success
  • Identify customer openness signals at the right time
  • Use the right relational and emotional levers to formulate a recommendation
  • Position a complementary offer credibly and without being pushy
  • Establish a sustainable, proactive, and customer-centric service approach

  Who is this module for?

  Anyone in customer contact who wants to enhance their support practice with a subtle, effective, and ethical sales approach.

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  Upselling techniques to maximize customer sales

  VTS15 minutes+

  Optimize every customer interaction to generate value.Do you manage support tickets and think they have nothing to do with sales? What if this was…

  Optimize every customer interaction to generate value.

  Do you manage support tickets and think they have nothing to do with sales? What if this was precisely the ideal time to present a complementary offer without being pushy?

  This module reveals the essential upselling techniques in a support context, with a clear objective: to transform a request for help into an opportunity for customer loyalty and growth.

  What you will discover:

  • The key moments when offering a complementary product or service is relevant

  • A structured methodology for formulating an impactful offer

  • Mistakes to avoid so as not to damage the customer relationship

  • Real-life case studies to practice and build confidence

  • An approach based on active listening, relevance, and value creation

  This module is designed to be taken independently, but it can also be integrated into the complete "Customer Service & Customer Success is designed to equip your teams with a comprehensive set of customer relationship skills. Who is this module for? Support and Customer Success teams who want to: • Develop a proactive approach without resorting to aggressive selling • Increase customer satisfaction while contributing to business objectives • Enhance their upselling skills in complex environments By taking this module, you will choose to transform every interaction into a strategic opportunity to build trust, offer more value, and make your support a driver of growth.

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  Upselling in real-life situations: effective adaptation strategies

  VTS20 minutes+

  Module available individually or as part of the complete course “Customer Service & Customer Success”Explore the art of transforming a simple support exchange into…

  Module available individually or as part of the complete course “Customer Service & Customer Success”

  Explore the art of transforming a simple support exchange into a business opportunity.

  This module immerses you in the daily life of upselling applied to concrete and varied contexts. Through ultra-realistic scenarios, you will learn to subtly spot buying signals, adjust your pitch according to the customer profile, and seize the right moment to recommend an additional solution, without ever pushing for a sale.

  This module is for you if you are wondering:

  • How to identify a business opportunity without compromising customer satisfaction?
  • When is it relevant to talk about a complementary offer during a support ticket?
  • What to say to remain legitimate while serving the customer's interests?
  • How not to appear pushy or off-topic?

  What you will experience:

  • 3 interactive concrete cases based on realistic customer situations
  • The possibility to test different choices and measure their impacts
  • An immersive quiz to validate your learning
  • Personalized feedback to help you progress

  To be followed alone or in the overall course “Customer Service & Customer Success”, this module is the ally of professionals wishing to integrate upselling into a customer-oriented approach.

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  Master quiz - Upselling during a support ticket

  VTS15 minutes+

  Dive into a fun and effective learning experience with this mega gamified quiz inspired by famous progressive tier TV games.This module can be taken…

  Dive into a fun and effective learning experience with this mega gamified quiz inspired by famous progressive tier TV games.

  This module can be taken independently or as part of the complete "Customer Service & Customer Success" pathway. In 15 key questions, strengthen your skills in integrated upselling during customer support interactions.

  The concept:

  You start with a simple first question, then the difficulty levels increase. Your mission: answer the 15 questions correctly to reach the top and become a pro at product recommendations during support requests.

  3 levels to achieve (progression tiers):

  • Tier 1 – Basic knowledge: The fundamentals of customer support
  • Tier 2 – Mastery of techniques: Identify and seize opportunities
  • Tier 3 – Expert mastery: Natural and value-oriented upselling

  3 jokers at your disposal:

  • Context analysis: allows you to obtain a contextual hint
  • Ask a question to the virtual trainer: targeted help on the correct answer
  • 50/50 answer: two incorrect options are removed

  Why take this module?

  • To transform a support interaction into a business opportunity
  • To learn how to formulate a relevant recommendation without pushing for a sale
  • To practice in an engaging, short, and impactful format
  • To surprise your clients with high-value advice
  • To prepare to adapt your speech according to the client's maturity level

  Whether you are a support agent, a Customer Success manager, or a manager, this module will help you detect weak signals and naturally integrate upselling into your responses.