Live Online Upselling and Cross Selling
Live online, instructor-led · next cohort Nov 23, 2026 · from USD 800
Selling more to customers who already trust you costs far less than winning new ones, yet many teams leave revenue on the table or push offers that feel pushy and damage loyalty. The week starts with the commercial logic behind upsell and cross-sell offers, including customer lifetime value, product bundling, pricing tiers and timing. You then design strategies suited to your own sector, whether retail, banking, insurance, hospitality, telecoms or B2B services. Conversation skills follow, with needs-based questioning, value framing and practical techniques for handling price and timing objections.
Measurement sessions introduce attach rates, average order value, conversion by offer and the CRM reports that reveal which recommendations actually work. The final day looks at leading a team through a new initiative, setting targets and incentives, and keeping customer experience and fair treatment at the centre. Role plays, call reviews and sales scenarios run throughout. Sales executives, relationship managers, customer service leads and branch or store managers will gain the most. You return with a sector-specific offer map, conversation guides and a small dashboard to monitor results.
At a Glance
How Live Online Training Works
Live online training, led by a trainer in real time, for participants anywhere.
More about live online training →- Format
- Live online, instructor-led
- Duration
- Mon - Fri (5 Days)
- Fee
- USD 800 (KES 80,000)
- Next start dates
- Nov 23, 2026, Dec 21, 2026, Jan 18, 2027
- Certificate
- Certificate of Completion
- What you need
- A computer with a reliable internet connection, a webcam and a headset
About this course
Organizations that excel in upselling and cross selling create customer loyalty, drive revenue growth, and build strong market position. This course gives sales, marketing, and customer service professionals a comprehensive toolkit — from strategy and analytics through execution, measurement, and continuous improvement.
Built on proven methodologies and real-world scenarios, participants develop actionable strategies they can implement on day one of return to their roles.
Throughout the programme, participants work through realistic scenarios drawn from public sector institutions, private enterprises, development organizations, and regulated professional environments, examining how upselling and cross selling is applied in practice and where it most often breaks down. Delegates will develop practical skill in designing appropriate frameworks, selecting and applying the right tools for conversation execution and objection handling, interpreting findings, and communicating conclusions clearly to colleagues, management and external stakeholders. Sessions move deliberately from principles to application, so that each technique introduced is practised against a realistic problem before the programme moves on — strengthening both individual effectiveness and the wider capability of the organizations delegates return to.
Training Objectives
By the end of this course, participants will be able to:
- Develop robust upselling and cross selling frameworks that support successful implementation and measurable outcomes.
- Analyze performance using recognized evaluation methods drawn from conversation execution and objection handling.
- Design practical systems that strengthen accountability, transparency and evidence generation.
- Evaluate outcomes and assess longer-term impact across a range of operating contexts.
- Apply relevant tools, frameworks and analytical methodologies confidently and appropriately.
- Integrate leading initiatives and engaging stakeholders into existing organizational processes and reporting structures.
- Strengthen decision-making and operational effectiveness through evidence-based professional practice.
What you'll learn
Key Takeaways
By the end of the Upselling and Cross Selling, participants will leave with:
- A comprehensive working understanding of upselling and cross selling principles and performance-measurement methodology.
- Enhanced ability to design practical systems and evaluate outcomes reliably.
- Improved competency in upselling and cross selling, reporting structures and analytical interpretation.
- Practical techniques for translating findings into strategic insight and clear recommendations.
- Greater confidence in applying upselling and cross selling and assessing measurable results.
- Stronger capability to support organizational learning and continuous performance improvement.
- Improved approaches to strengthening sustainability, accountability and operational effectiveness.
Training Methodology
This training course adopts a practical, participant-centered learning approach that builds upselling and cross selling expertise, strengthens analytical capability and develops confident professional judgement. The methodology combines specialist facilitation, applied hands-on experience and globally recognized professional practice, so that delegates return able to apply what they have learned immediately rather than in theory only.
Methodology includes:
- Expert-led sessions facilitated by experienced upselling and cross selling practitioners and subject-matter specialists.
- Practical application of the frameworks, tools and techniques used in upselling and cross selling.
- Real-world case studies drawn from public sector institutions, private enterprises, development organizations, and regulated professional environments.
- Tool-based demonstrations of the systems, templates and reporting applications used in current practice.
- Interactive discussion and scenario-based learning focused on realistic challenges and decision points.
- Structured group exercises with facilitator feedback, reinforcing learning through practice rather than lecture alone.
Day 1: Commercial Foundations of Upselling and Cross Selling
- Distinguishing upsell, cross sell, bundling and downsell decisions
- Revenue economics: average transaction value, attachment rate and share of wallet
- Reading buying signals and identifying unmet need in a live conversation
- Needs-based questioning that surfaces adjacent requirements
- Ethical selling boundaries, mis-selling risk and customer trust
- Linking add-on revenue targets to wider organizational objectives
- Roles, responsibilities and stakeholder coordination in commercial foundations of upselling and cross selling
Day 2: Designing Sector-Specific Upsell and Cross Sell Strategies
- Mapping the product and service portfolio to build affinity and next-best-offer logic
- Customer segmentation and lifecycle triggers for add-on offers
- Pricing, bundling and tiered offer construction
- Designing offer playbooks for retail, service desk, field sales and digital channels
- Tailoring strategy to sector realities in banking, telecoms, hospitality and FMCG
- Workshop: drafting a cross sell matrix for the delegate's own portfolio
- Core principles and terminology underpinning designing sector-specific upsell and cross sell strategies
Day 3: Conversation Execution and Objection Handling
- Positioning add-ons as value rather than pressure: framing and language choice
- Timing the offer — at enquiry, at close, at service recovery and at renewal
- Handling price, need and "let me think about it" objections
- Converting complaints and service calls into appropriate recommendations
- Call and counter scripting that stays consultative
- Role-play clinics with structured peer and facilitator feedback
- Data, evidence and information requirements for conversation execution and objection handling
Day 4: Metrics, Measurement and Performance Optimization
- Selecting KPIs: attachment rate, units per transaction, cross sell ratio, offer acceptance
- Building dashboards and CRM tracking for add-on revenue
- Testing offers: A/B comparison, pilot design and control groups
- Diagnosing weak conversion — offer, skill, data or channel failure
- Accountability frameworks, incentives and quality assurance controls
- Guarding against churn and refund effects from poorly matched offers
- Measuring performance and assuring quality in metrics, measurement and performance optimization
Day 5: Leading Initiatives and Engaging Stakeholders
- Coordinating sales, marketing, service and product teams on a shared offer agenda
- Coaching frontline staff and embedding behaviour through observation and feedback
- Overcoming common blockers: staff reluctance, data gaps, conflicting targets
- Building the business case and presenting results to executives
- Communicating strategy to stakeholders in clear commercial terms
- Capstone: presenting a 90-day upselling and cross selling implementation plan
- Practical exercise and facilitated review
Upselling and Cross Selling is built for commercial and service-facing staff who influence what a customer buys next — whether at the counter, on the phone, or across a managed account portfolio.
- Account Managers and Key Account Executives
- Retail and Branch Sales Supervisors
- Customer Service and Contact Centre Agents handling inbound enquiries
- Sales Team Leaders responsible for attachment rate and basket value targets
- Relationship Officers in banking, insurance and telecoms
- Product and Category Managers designing bundles and add-on offers
- Sales Enablement and Commercial Training Officers
Participants who complete the five days are awarded a Certificate of Completion from Vision Reach Global Consultancy, evidencing their ability to design, execute and measure upselling and cross selling strategies and to lead teams delivering them.
The certificate confirms attendance and successful participation, is recognized by employers across the public, private and development sectors, and can be verified directly with Vision Reach Global Consultancy on request.
Choose Where You Want to Learn
Upselling and Cross Selling Venues
KenyaMombasaNext Nov 2· 13 dates$1,600- KenyaNaivashaNext Nov 9· 13 dates$1,500
- KenyaNairobiNext Nov 16· 13 dates$1,500
- KenyaKisumuNext Nov 2· 13 dates$1,500
- KenyaMachakosNext Nov 9· 13 dates$1,600
UgandaKampalaNext Nov 9· 13 dates$1,900
RwandaKigaliNext Nov 2· 13 dates$1,900
South AfricaCape TownNext Nov 2· 13 dates$3,800
TanzaniaZanzibarNext Nov 23· 13 dates$2,600
UAEDubaiNext Nov 2· 13 dates$3,800- South AfricaPretoriaNext Nov 9· 13 dates$3,200
- South AfricaJohannesburgNext Nov 9· 13 dates$3,400
- TanzaniaDodomaNext Nov 2· 13 dates$1,800
- TanzaniaDar es SalaamNext Nov 2· 13 dates$2,000
- TanzaniaArushaNext Nov 16· 13 dates$1,900
NigeriaAbujaNext Nov 16· 13 dates$2,800- NigeriaLagosNext Nov 23· 13 dates$2,800
GhanaAccraNext Nov 23· 13 dates$4,500
Scroll sideways to see all 18 cities →
Frequently Asked Questions About Live Online Upselling and Cross Selling
Everything you need to know about this course before you register.
By the end of the Upselling and Cross Selling programme, you'll be able to apply core principles of upselling and cross selling to achieve organizational objectives, design and implement upselling and cross selling strategies tailored to your sector, analyze performance metrics and optimize upselling and cross selling outcomes, and lead cross-functional teams in executing upselling and cross selling initiatives. The full breakdown of topics is covered session by session in the Course Outline tab above.
Upselling and Cross Selling is built for commercial and service-facing staff who influence what a customer buys next — whether at the counter, on the phone, or across a managed account portfolio. Typical delegates include Account Managers and Key Account Executives, Retail and Branch Sales Supervisors, Customer Service and Contact Centre Agents handling inbound enquiries, Sales Team Leaders responsible for attachment rate and basket value targets, Relationship Officers in banking, insurance and telecoms, Product and Category Managers designing bundles and add-on offers, and Sales Enablement and Commercial Training Officers.
Upselling and Cross Selling typically runs as 5 Days. It's available as in-person classroom training — every course can also be delivered on-site for your team on dates that suit you.
Upselling and Cross Selling is scheduled in-classroom in Mombasa, Kenya, Naivasha, Kenya, Nairobi, Kenya, and Kisumu, Kenya, and 14 other locations, plus a live interactive virtual classroom you can join from anywhere. Check the schedule panel above for exact upcoming dates and fees in each location.
The next live virtual cohort of Upselling and Cross Selling starts November 23, 2026, with new classroom cohorts also running on a rolling basis. Pick a date and location in the schedule panel above, then click "Register for the Course" — it takes a few minutes and your seat is confirmed once payment or a signed purchase order is received.
Yes — delegates who meet the attendance requirement receive a Certificate of Completion for Upselling and Cross Selling from Vision Reach Global Consultancy, issued in the name you register with, so double-check the spelling at checkout.
Upselling and Cross Selling is pitched at intermediate professionals. If you're unsure whether it's the right fit for your current role or background, message our training advisors before you register and they'll help you confirm.
Fees for Upselling and Cross Selling vary by delivery location and format and are shown in real time in the schedule panel above once you pick a date. Register 3 or more delegates on the same course together and a 5% team discount is applied automatically — larger cohorts can request a custom corporate quote.
Yes — Upselling and Cross Selling can be delivered on-site at your offices (or virtually for distributed teams), with case studies and examples tailored to your industry and the specific challenges your team is working through. Switch to the "In-House" tab in the schedule panel above to request a proposal.
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What Our Clients Say
VRG brings strategic discipline to complex organizational challenges. Their approach is structured, data-driven, and outcome-focused.
Levis Wabwire
Managing Director
They facilitated our strategy review, we improved departmental KPI alignment by 35% and reduced operational bottlenecks significantly.
David Oketch
Strategy Lead
Employee engagement scores increased following the leadership training program. The difference in accountability culture is evident.
Wendy Albright
Program Manager
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