
CUSTOMER SERVICE SALES TRAINING
Experience+™
Customer service reps are hesitant to sell, and for good reason. Most believe selling means manipulating customers instead of serving them. The Experience+ program transforms this mindset by reframing upselling as the highest form of customer service. Your reps will learn to confidently uncover unstated needs, recommend relevant solutions, and improve the overall customer experience, all while driving significant revenue growth.
The Truth About Customer Service Upselling
Most customer service reps resist selling because they believe it contradicts their service-focused role. They worry that pushing products will damage the very relationships they're paid to nurture.
This creates a lose-lose situation. Reps feel uncomfortable and frustrated. Customers miss out on solutions they might actually need. And companies leave significant revenue on the table with every interaction.
The truth? Today's customers actually expect service reps to proactively address their unstated needs. When done right, upselling is the ultimate form of service: giving customers solutions they need but didn't know to ask for.
Your Service Team Can Do More
Even experienced customer service teams struggle to effectively incorporate selling into their interactions. These are the patterns we see again and again:
Reps fear damaging relationships
Most customer service representatives view selling as intrusive or manipulative, something that damages the customer relationship rather than enhances it.
Conversations stay superficial
Without effective discovery skills, reps address only the immediate stated need, leaving deeper opportunities unexplored and customers underserved.
Transitions feel awkward
Reps struggle to smoothly pivot from solving the customer's immediate issue to exploring additional needs and recommending solutions.
Closing feels uncomfortable
Even when reps identify a genuine need, they hesitate to ask for commitment, leaving both the customer and the business without a clear path forward.



A Program Built for Customer Service Teams
Remove Resistance
We start the process by reframing the customer service role. They will learn that their goal is not to sell, but to serve. This breaks through pre-established concerns and allows the reps to look at sales through a new lens.
Shift Mindset
The process begins and ends with an Other-Centered® mindset, where selling revolves around uncovering customer needs, whether stated or unstated.
Bring Value
When reps choose to serve, they can clearly see the difference between pushing a product and proactively leading a customer to solutions that address specific needs or challenges.
Strengthen Relationships
Reps learn to apply consultative selling techniques that actually enhance customer relationships rather than risking them.
Accelerate Growth
When service and sales work in harmony, everyone wins. Customers get their full needs met, reps feel fulfilled, and businesses see sustainable growth.
A Program Built for Customer Service Teams
Experience+
The Impact of Experience+™

Increased Revenue Per Interaction
When reps confidently uncover unstated needs and position solutions as a service, upsell and cross-sell conversions naturally increase without feeling pushy.

Improved Customer Loyalty
Customers who receive proactive recommendations that genuinely address their needs develop stronger loyalty to your brand.

Higher Employee Satisfaction
When reps believe in the value of what they're offering and have the skills to position it effectively, their job satisfaction and retention rates improve.

Better Customer Experience Scores
By providing more complete solutions to customer needs, overall satisfaction and experience ratings increase.
Which roles can benefit from Experience+?
ASLAN provides sales training for:

Customer Care Specialists

Call Center Representatives

Customer Service Managers

Tech Support
What Reps Learn In Experience+?
A fresh perspective for better customer service.
Selling Is About Service
Most reps are resistant to selling because they feel it is manipulative.
We redefine the role as one centered on service, where selling is about educating the customer and meeting their needs – stated or unstated.
Become a Trusted Advisor
Changing customer service reps from order takers to consultants is essential.
We make it easy to serve, by introducing an Other-Centered® approach.
Learn To Lead
Reps learn to uncover needs and lead the customer to the solution that will help them overcome challenges.
Along the way we build the reps' confidence to close.




How the Experience+ is delivered

Onsite
Classroom delivery is our most popular, as it allows for hands-on training through real-world experiences. Reps have direct access to ASLAN guides for immediate feedback and faster results.

Virtual
Do your reps work remotely or in call centers around the globe? Our virtual option makes it easy to get everyone on board and moving in the same direction.

Train the Trainer
Looking for content for your learning leadership team? Experience+ can be packaged and delivered as white-labeled content. We train your team in everything Other-Centered® so you can deliver the program at any time.
Client Spotlight: Putting Call Center Sales Skills to Work
"Our customer service team was initially resistant to any kind of sales training. They saw selling as contradictory to their service mission. Experience+ completely changed that perspective. Within 60 days, we saw a 27% increase in upsell revenue, and surprisingly, our customer satisfaction scores actually improved by 14%. The program didn't just teach techniques. It transformed how our reps view their role in serving the customer." — VP of Customer Experience, Financial Services Company
VP of Customer Experience, Financial Services Company

Award-Winning Training for Service Teams
Our methodology goes beyond traditional sales tactics by helping customer service representatives connect with customers and understand their unique challenges. This authentic, customer-focused approach has consistently earned us recognition from Selling Power Magazine as one of their Top Sales Training Companies.
See how our approach can transform your team.
Common Questions About Service and Sales Integration
What are customer service selling skills?
Customer service selling skills are the abilities needed to identify customer needs and recommend relevant solutions within a service interaction. Unlike traditional sales skills, customer service selling focuses on enhancing the service experience through consultative approaches rather than transaction-focused techniques. These skills include consultative discovery, need identification, solution positioning, and comfortable closing techniques that maintain the service relationship. Customer service sales skills are essential for organizations looking to maximize the value of every customer interaction while maintaining or improving satisfaction levels.
How does the Experience+ program develop customer service sales skills?
The ACCESS program develops prospecting skills through a structured approach focusing on:
- Understanding the neuroscience behind buyer resistance
- Learning to position meetings based on customer priorities
- Mastering four distinct access strategies across different channels
- Overcoming emotional barriers to consistent prospecting
How can better customer service sales skills improve our business outcomes?
Organizations that master service selling consistently achieve:
- Higher Revenue Per Interaction: Increasing average order value through relevant upselling and cross-selling
- Improved Customer Retention: Addressing more customer needs leads to stronger relationships and loyalty
- Better Employee Satisfaction: When reps believe in the value they're providing, job satisfaction improves
- Reduced Customer Effort: Proactive recommendations reduce the need for customers to make multiple contacts
The Experience+ program is designed to instill these skills, transforming your service team from cost center to profit center.
How does customer service selling differ from traditional sales?
Customer service sales differs from traditional sales in several important ways:
- Context: Customers typically contact service teams for assistance, not to be sold to
- Relationship: A service relationship already exists and must be maintained or enhanced
- Approach: The focus is on expanding service rather than completing transactions
- Timing: Recommendations come after resolving the customer's primary need
The Experience+ program addresses these unique challenges by providing frameworks specifically designed for the service context rather than adapting traditional sales approaches.
How does the Experience+ program support long-term adoption?
The Experience+ program not only equips participants with skills during training but also offers:
- Post-Training Support: Including follow-up coaching and mentoring
- Manager Tools: Resources to help supervisors reinforce skills and provide ongoing coaching
- Call Evaluation Frameworks: Clear criteria for assessing and improving rep performance
Can service selling effectiveness be measured?
Yes, service selling effectiveness can be evaluated by tracking:
- Revenue Per Call: Are service interactions generating more revenue than before?
- Attachment Rate: How often are additional products/services added to the original request?
- Customer Satisfaction: Does satisfaction remain high or improve when reps make recommendations?
- Employee Satisfaction: Are reps more comfortable making recommendations than before?
The Experience+ program helps teams track and measure these metrics to ensure sustained success.
Can Experience+ be customized for different types of service teams?
Absolutely. While the foundational principles remain consistent, the Experience+ program is highly adaptable to specific industries, product types, and customer service scenarios. We tailor content to your unique business challenges and customer interactions, ensuring relevance and practical application.
How long does it take to see results after implementing Experience+?
While teams often see shifts in rep confidence and approach immediately following training, measurable business results typically emerge within 30-60 days as skills are reinforced and applied consistently. The Experience+ program includes ongoing coaching and reinforcement to help teams sustain and build on initial improvements.
Have more questions or want to see if Experience+ is right for your team?
We're here to help! Whether you're curious about the program details or wondering how modern prospecting skills can transform your team's performance, let's talk.
Schedule a complimentary consultation with one of our experts to get personalized guidance and see how the ACCESS prospecting program can fit your unique needs.
A Proven Path to Service Selling Excellence
ASSESS | ALIGN | CUSTOMIZE
- Discovery: We begin by identifying what's happening on the front lines: what's working and what's not. This includes reviewing call recordings, assessing current scripts and approaches, and gathering insights to tailor the program for maximum relevance.
- Leadership Alignment: Engaging service leadership early to ensure buy-in and long-term support for the training.
- Customization: Tailoring content and activities to meet the specific needs of your products, services, and customer interactions.
EMBRACE | EXPERIENCE | EXECUTE
- Workshop Training: Our hands-on workshops ignite the desire to change and build the foundational skills needed for service selling.
- Interactive Experiences: Participants engage in role-plays, group exercises, and scenario-based learning to practice selling techniques in customer service contexts.
- Skills Reinforcement: Real-time feedback and collaborative exercises ensure that new skills are immediately applied.
COMPREHEND | APPLY | MASTER
ASLAN+ Sustainment Plan
The journey doesn't end with the workshop. Our ASLAN+ Sustainment Plan provides ongoing coaching, on-demand resources, and AI-driven support to help your team embed new customer service selling skills into daily routines.
Discover how ASLAN+ can keep your team performing at their best!
- Comprehension: Supported through mobile, AI-powered apps, digital learning curricula, and webinars to reinforce training concepts.
- Application: Practical tools and micro-learning modules ensure skills are consistently applied in customer interactions.
- Mastery: Frontline leaders are equipped to coach and support long-term success.
Turn Your Customer Service Into a Revenue Driver
Transform your customer service team from cost center to profit center with the Experience+ program: your complete solution for teaching reps to confidently uncover needs, recommend solutions, and improve the customer experience while driving revenue.