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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.

66%
of customers expect companies to meet all of their needs, stated or otherwise
2.4x
customers are 2.4X more likely to stick with brands that proactively help them solve their problems
42%
of companies report their service reps avoid sales opportunities due to discomfort with selling

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.

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

Change is hard, especially when it comes to helping service reps embrace selling. Most customer service sales training focuses on tactics and techniques without addressing the core mindset barriers. The Experience+ program changes the game by fundamentally reframing what selling means in a customer service environment.

Experience+

Remove Resistance
Shift Mindset
Bring Value
Strengthen Relationships
Accelerate Growth

The Impact of Experience+™

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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.

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Improved Customer Loyalty

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

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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.

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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:

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Customer Care Specialists

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Call Center Representatives

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Customer Service Managers

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Tech Support

What Reps Learn In Experience+?

A fresh perspective for better customer service.

01

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.

02

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.

03

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.

Want the full curriculum?

Download the Experience+ Program Overview.

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How the Experience+ is delivered

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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.

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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.

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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

2025-sales-training-award

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?

How does the Experience+ program develop customer service sales skills?

How can better customer service sales skills improve our business outcomes?

How does customer service selling differ from traditional sales?

How does the Experience+ program support long-term adoption?

Can service selling effectiveness be measured?

Can Experience+ be customized for different types of service teams?

How long does it take to see results after implementing Experience+?

Have more questions or want to see if Experience+ is right for your team?

A Proven Path to Service Selling Excellence

1Prepare

ASSESS | ALIGN | CUSTOMIZE

During the Prepare phase, we take a comprehensive approach to understand your unique challenges and align leadership to set the foundation for lasting change.

  • 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.

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.

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