Upsell and Cross-Sell Best Practices
1 hour 30 minutes
Gain a better understanding of account and relationship level profitability to develop strategies to grow profitably while reducing profit risk.
Many financial institutions want to grow through upsell and cross-sell programs but do not have a data driven way to identify which customers have the propensity or the capacity to buy a product. What is the next best product for each customer? Most financial institutions don't understand that the majority of their relationships are not profitable and cross-selling more products can actually make the institution less profitable.
In this topic, we teach institutions how to identify cross-sell opportunities. We will provide them with an understanding of account and relationship level profitability to allow them to develop strategy to grow profitably while reducing profit risk. You will be shown how to use propensity and capacity to determine what to sell to whom. You will understand cross sell approach for both onboarding and at-risk customers.
The content will provide an overview of why cross-selling is important, will help you better understand bank products and how they help customers, tips on determining what the customer might need or want, ways of handling customer objections, and explore case studies. This topic is geared towards an intermediate level.
- You will be able to define how to develop a profitable cross-sell program.
- You will be able to describe the elements of a cross-sell program.
- You will be able to discuss profitability and why just selling more products can create risk and reduce profits.
- You will be able to identify and well-designed cross-sell program.