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Description

Upselling and Cross-Selling: Detect, Propose, Close

Two days to broaden every sale without making the customer feel pressured

  • 2 days — 14 h
  • In-person or virtual
  • Intermediate
  • Up to 6 participants

Many companies sell their customers only a fraction of what they are actually able to deliver. Sales professionals know the full range of offers but do not put them forward: they fear destabilising a deal in progress, or they fail to spot the moment when an additional item becomes legitimate.

These 14 hours delivered virtually focus on broadening the sale: proposing a higher-tier offer or a complementary product at the right moment and with the right argument. Participants map the untapped potential in their own portfolio, then build offer combinations together with the wording that supports them.

Learning objectives

  • Identify the customers in a portfolio who present potential for a broader relationship
  • Distinguish upselling from cross-selling and select the appropriate approach
  • Recognise the points in a meeting that are favourable to an additional proposal
  • Frame a complementary proposal based on the customer's actual usage
  • Handle the refusal of an additional proposal without jeopardising the initial sale

What makes this programme different

A map of untapped potential built on each participant's real portfolio
Offer combinations prepared and tested in sub-groups before being taken to customers
A complementary proposal sequence aligned with the key moments of the sales meeting

Programme

1Spotting dormant potential in the portfolio

Where the unmade sale is hiding

  • Reading the portfolio through product holding rates
  • Usage signals that point to a complementary need
  • Segmenting customers according to their room for growth
  • Selecting the accounts to work on first

2Choosing between a higher tier and a complementary offer

Two logics and two sets of arguments

  • Situations where the higher tier better matches observed usage
  • Situations where a complementary product solves an adjacent problem
  • Building coherent offer combinations
  • Pitfalls of systematic proposals and loss of credibility

3Proposing at the right moment

Fitting the proposal into the conversation

  • Moments in the meeting when an additional proposal is well received
  • Wording that links the complementary offer to what the customer has just said
  • Presenting a price difference of, for example, AED 3,000 without creating surprise
  • Making an additional proposal during a follow-up call or a complaint

4Securing the broader sale

After the yes and after the no

  • Handling refusal without calling the original order into question
  • Restating the agreement and checking the consistency of the whole package
  • Monitoring how the added products are actually used
  • Preparing the next step forward on the same account

Who is it for

Sales representatives · account officers · branch advisers and inside sales teams managing a portfolio of existing customers.

Prerequisites

No prerequisites

Dates & locations

12 scheduled dates between November 2026 and December 2027. Seats are confirmed in the order enquiries are received.

November 2026

December 2026

January 2027

February 2027

March 2027

April 2027

May 2027

June 2027

September 2027

October 2027

November 2027

December 2027

None of these dates suit you? We open additional sessions on request, and any programme can be run privately for your team.

Practical details

Before the programme
Online positioning questionnaire. Your development objectives are shared with the trainer, who tailors the practical case studies to your context.
Teaching methods
Theoretical input, workshops and practical case studies. Digital course materials and method sheets provided.
Assessment
Multiple-choice tests and role-play exercises. Assessment of learning at the start and end of the programme, with immediate and 60-day follow-up evaluations.
After the programme
One year of access to the e-learning platform. Self-assessment of the skills acquired and a 30-day follow-up session with your trainer.
How to register
Registration online or on the basis of a quotation.
Lead time
11 working days after confirmation of registration.
Accessibility
Accessible to people of determination. Contact our accessibility coordinator to design a suitable solution: contact@mpf-academy.ae
Start dates
Rolling intake: in addition to the scheduled sessions, this programme can start on request.