WHAT IS CROSS SELLING?
Cross-selling is a sales technique where a business encourages customers to purchase
additional, related, or complementary products or services along with the main item they are
buying. The goal is to increase the overall value of the sale and enhance customer satisfaction by
offering products that complement their purchase.
Key Points:
1. Purpose: Increase revenue per customer and provide a complete solution.
2. Focus: Products or services that are related to the main purchase.
3. Timing: Usually happens during or after the main purchase decision.
Examples:
● When buying a laptop, the seller suggests a laptop bag or antivirus software.
● At a fast-food restaurant, offering fries and a drink along with a burger.
● When purchasing a camera, recommending memory cards or lenses.
WHAT IS CALL SCRIPTING?
Call scripting is the practice of creating a pre-written guide or outline for customer service
representatives, sales agents, or telemarketers to follow during phone conversations with
customers or prospects.
Key Points:
1. Purpose:
○ Ensure consistent communication.
○ Cover all important information.
○ Handle customer queries or objections effectively.
2. Contents of a Call Script:
○ Greeting and introduction.
○ Key questions to ask the customer.
○ Product or service information.
○ Responses to common objections.
○ Closing statements or next steps.
3. Benefits:
○ Maintains professionalism.
○ Reduces errors and missed details.
○ Helps new employees handle calls confidently.
4. Examples:
○ A customer support call script for troubleshooting internet issues.
○ A sales call script that guides an agent to introduce a product, ask qualifying
questions, and close the sale.
A. What is Customer Relationship Management (CRM)?
Customer Relationship Management (CRM) is a business strategy and technology system used to
manage interactions with current and potential customers to improve relationships, increase
sales, and enhance customer satisfaction.
B. What is Cross-Selling?
Cross-selling is a sales technique where a company offers related or complementary products or
services to a customer along with their primary purchase to increase value and meet customer
needs better.
C. What is Customer Retention?
Customer retention is the ability of a business to keep existing customers over a period of time
by building loyalty and ensuring repeat purchases through excellent products and services.
D. Write Any Two Types of CRM.
1. Operational CRM: Focuses on automating customer-facing processes like sales,
marketing, and support.
2. Analytical CRM: Uses customer data analysis to understand behaviors, trends, and
improve decision-making.
E. What is Call Scripting?
Call scripting is the use of a pre-written guide for customer service or sales agents during phone
calls to ensure consistent, professional, and effective communication with customers.
Q-3 Answer in Brief (Attempt Any Two) (10)
A. Explain Features of Customer Relationship Management.
1. Customer-Centric Approach: CRM focuses on building long-term relationships rather
than just completing sales.
2. Data Management: Collects and stores customer data such as preferences, purchase
history, and interactions.
3. Automation: Automates sales, marketing, and support processes to save time and ensure
accuracy.
4. Integration: Combines multiple channels (email, social media, calls) for unified
customer interaction.
5. Personalization: Helps tailor services and offers based on customer needs.
6. Feedback Mechanism: Facilitates capturing customer feedback to improve products and
services.
B. Explain Evolution of Customer Relationships.
1. Product-Oriented Era: Focused on producing goods; customer relationship was
minimal.
2. Sales-Oriented Era: Businesses started emphasizing aggressive selling techniques.
3. Marketing-Oriented Era: Shifted focus to identifying and satisfying customer needs.
4. Relationship Marketing Era: Built long-term customer loyalty and personalized
interactions.
5. Digital CRM Era: Uses technology, social media, and analytics for real-time customer
engagement.
C. Explain Benefits of CRM to Customers.
1. Personalized Service: Customers receive tailored offers and services based on their
preferences.
2. Faster Support: Quick response to queries through centralized data and automated
systems.
3. Better Communication: Consistent and timely updates on products, services, or issues.
4. Convenience: Single-point access to all interactions and history improves user
experience.
5. Customer Loyalty: Enhanced satisfaction leads to trust and long-term relationships.
6. Value Addition: Customers benefit from relevant recommendations and cross-sell offers.
