Consultative Selling Skills
Other-Centered® Selling
Other-Centered® Selling (OCS) is ASLAN's flagship sales methodology and the foundation of everything we teach. It gives frontline sellers a complete, repeatable framework for leading every stage of a sales conversation, from earning a buyer's trust to closing the deal. Built over 30 years and applied in 47 countries across 17 languages, OCS takes 68 selling behaviors and simplifies them down to 4, giving sellers a practical system they can apply immediately and build on over time.
For telecom account teams, OCS changes what the conversation is about. It equips reps to lead with the customer's business (new sites, growth plans, the cost of downtime), so the connection becomes the starting point of the relationship.
Why It Works
When the only thing a rep brings to a renewal is the rate card, the buyer judges the provider on the rate card. That's the comparison a carrier is least likely to win on its own.
Grounded in the Other-Centered® principle, OCS equips reps to uncover what the customer is trying to accomplish, like opening locations, moving workloads to the cloud, or cutting downtime, and connect the service to those goals. That's the accountability for business results customers now expect from their provider.
What You'll Learn
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Open with the customer's business: how to start a renewal or expansion conversation with the customer's plans, so the rate comparison isn't the first thing on the table.
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Find the goals behind the order: how to ask the questions that reveal growth plans, risks, and priorities a customer won't volunteer on a routine call.
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Tie the service to a result: how to build a recommendation that connects connectivity, security, or managed services to an outcome the customer already cares about.
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Move the account forward: how to secure a specific next step instead of waiting for the renewal date to force one.
Results
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Trusted Partners outperform transactional sellers and relationship managers by 103%
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High-performing reps, those at over 150% of quota, score 83% higher in Discovery disciplines than low performers
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22x increase in engagement with new decision-makers
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Other-Centered Sellers outperform peers by an average of 44%
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Renewal conversations start with the customer's goals
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Reps sell services beyond the core connection
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Accounts grow at renewal instead of going out to bid on price
Customer Service Selling
Experience+™
Experience+™ equips customer service and support teams to create better outcomes on every call, including offers that actually help the customer. It's built on four modules: Role, Relationship, Partner, and the Other-Centered® Offer.
In a telecom business account, the people who talk to the customer most often usually work in service: the team handling the outage, the new-site install, or the bandwidth upgrade. Experience+™ equips them to treat those calls as the relationship moments they are.
Why It Works
Service reps are hesitant to sell, and for good reason. Most believe selling means pushing something on a customer who called for help.
Experience+™ builds the offer into the service. Reps learn to resolve the customer's issue first, listen for the need behind it, and make a recommendation only when it serves the customer, which is exactly why the customer is willing to hear it.
Who It's For
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Customer Service Representatives
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Business Support Teams
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Customer Experience Representatives
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Customer Success Managers
What You'll Learn
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Take on the advocate role: how to shift from processing requests to advocating for the business customer on every call.
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Build trust on tense calls: how to use Other-Centered® communication when the customer is already frustrated, like in the middle of an outage.
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Follow a repeatable service framework: how to use a five-step structure to resolve the issue and uncover what else the customer needs.
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Make an offer that serves the customer: how to recommend an upgrade, a new site, or an added service in a way the customer welcomes.
Results
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Other-Centered® service reps consistently outperform peers in customer satisfaction and retention
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Reps handle defining moments, like an outage, a request they can't accommodate, or a handoff, in a way that builds loyalty
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Reps meet stated and unstated needs, which is where upgrade and added-service conversations start
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Every call follows a consistent Connect, Discover, Support, Check, Thank process
AI-Powered Sales Enablement
Meet ASLAN+
ASLAN+ is an AI-powered sales enablement platform built on ASLAN's Other-Centered® methodology. It gives sellers the capabilities, tools, and just-in-time resources they need to perform at their best, right inside their daily workflow.
Telecom account managers and service teams rarely sit in the same place, and neither has much time between customer conversations. ASLAN+ puts practice and coaching inside the workflow they already use.
Why It Works
ASLAN+ runs on the same Other-Centered® principles as ASLAN's live programs, so account and service teams practice the same approach they learned in the room.
Reps rehearse the conversations that matter most in telecom, from a renewal where the buyer has a lower quote in hand to an outage call with a frustrated site manager, and get feedback right away. Managers get coaching insights across every team and shift.
Who It's For
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Enterprise Account Managers
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Inside Sales Reps
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Customer Service Representatives
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Business Support Teams
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Renewal and Retention Managers
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Sales and Service Managers
What You'll Experience
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AI role-play simulations to practice renewal and service conversations before they happen with a real account
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An AI assistant that delivers instant guidance in the middle of a call
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Tailored learning paths for account and service roles
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Manager tools and AI-powered coaching insights that work across shifts and locations
Results
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61% active user rate across the client base
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Service reps can rehearse an outage call before the next one comes in
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Managers coach account and service teams from one place
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Training sticks because reinforcement is built into the daily workflow
185%
