E-learning training: Upselling during a support ticket
Estimated duration: 1h30 – 100% e-learning format – Audience: Support / Hybrid Customer Success
Providing quality customer service doesn’t stop at solving a problem: it also means knowing how to identify growth opportunities. This innovative training helps you transform a support contact into an effective sales lever, without distorting the customer experience.
✔ Why take this training?
Because your teams are closer to customer needs. And it is precisely at the moment when a customer is in dialogue with you, looking for a solution or obtaining support that a unique opportunity arises.
You will learn to identify these opportune moments, formulate a relevant complementary proposal and implement natural and legitimate upselling.
What you will discover in this 6-module course:
Module 1 – Seize the moment to sell
Why is customer support a strategic moment for upselling?
• Awareness of the economic impact of each support moment
• Reflection on the credibility of support in a consulting approach
• Focus on the balance between service, satisfaction and commercial growth
Module 2 – The fundamentals of upselling
• Clear definition of upselling vs. cross-selling
• Customer mental models in the support phase
• Cognitive behaviors linked to the purchasing decision
• The role of trust and relevance
Module 3 – Applying best practices
• Active listening techniques and identifying weak signals
• How to ask the right questions to understand broader needs
• Smooth transition formulas towards a recommendation
• Concrete examples of effective verbal and written formulations
Module 4 – Adapting your speech according to the context
• Adjusting your posture when dealing with dissatisfied customers
• Responding to complex technical tickets
• Adapting to customer profiles (novice, expert, enterprise, etc.)
• Integrating the company’s customer culture and business objectives
Module 5 – Simulator: Get into action !
Immersive training in a support situation where you must identify the right moment to propose a service extension.
• Signal analysis
• Choice of wording
• Credibility of your proposal
Module 6 – Final quiz to validate acquired knowledge
A fun mega quiz to validate your reflexes, summarize key lessons, and sustainably anchor best practices.
At the end of the course, your teams will be able to:
• Identify key moments to make a proposal
• Understand the relational and commercial mechanics of support
• Express yourself with accuracy, tact, and strategy to achieve lasting upsells
