Fun Game to Learn Cross-Selling in Customer Service


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Sales as Service

When teach­ing your inside sales team how to cross-sell, many tech­niques are required for a smooth and suc­cess­ful trans­ac­tion. First, it’s impor­tant for the staff to under­stand sales as a ser­vice, where sell­ing is about serv­ing the customer—meeting their needs, solv­ing their prob­lems, ful­fill­ing their desires. If you can get your team to real­ize that premise, then you can move on to increase your prod­uct and/or ser­vice value to your cus­tomer and com­pany through cross-selling and up-selling. These strate­gies are essen­tially proac­tive forms of cus­tomer ser­vice. So how do you teach a team the nec­es­sary skills to cross-sell? Try a fun game. Play­ing games dur­ing train­ing can be a great way to make the day more inter­est­ing, break up monot­ony in the deliv­ery, and bring the staff together in a casual and relaxed manner.

Fol­low the direc­tions below, click on the link for the nec­es­sary tools to deliver the train­ing game, and have fun!


Par­tic­i­pants are assigned to prod­ucts to rep­re­sent and they min­gle with each other to estab­lish as many “part­ner­ships” as they can, based on a com­mon­al­ity between their two prod­ucts. This game rein­forces cre­ative think­ing and the abil­ity to estab­lish rela­tion­ships between diverse objects. It’s ideal for employ­ees who need to cross-sell.

What You’ll Need

10–15 min­utes. One copy of the prod­uct list, here. A hat, bag or bas­ket. Par­tic­i­pants will also need paper and pens and may want a clip­board or hard sur­face for writing.

What To Do

Cut the copy of the prod­uct list into pieces so that you have 16 slips of paper, each with the name of one prod­uct. Put these in a hat or basket.

Tell par­tic­i­pants they’ll select a prod­uct to rep­re­sent and then they will go around the room to talk to other par­tic­i­pants to try to estab­lish part­ner­ships based on a com­mon­al­ity between their prod­ucts. The objec­tive is to cre­ate as many part­ner­ships as they can in the allot­ted time.

For exam­ple, some­one who sells oranges might be able to cre­ate a part­ner­ship with some­one who sells balls because their respec­tive prod­ucts are both round.

Par­tic­i­pants should work with one another to estab­lish rela­tion­ships between their prod­ucts, but they should not spend more than one to two min­utes with each poten­tial part­ner. None of the par­tic­i­pants will be able to estab­lish part­ner­ships with every­one they talk to. Each time they estab­lish a part­ner­ship, they should record their part­ner and the prod­uct rela­tion­ship on their piece of paper.

Once you’ve explained the game, ask par­tic­i­pants to draw a prod­uct from the hat and begin the game. After about ten min­utes, stop the game and ask for vol­un­teers to share their results.

Trainer Note

Count­less com­bi­na­tions are pos­si­ble. Here are just a few examples:

  1. Things peo­ple use at work (tele­phone, books, paper, com­puter, eyeglasses)
  2. Things peo­ple like to receive as gifts (flow­ers, cloth­ing, choco­lates, music)
  3. Things peo­ple put on their cof­fee table at home (flow­ers, books)
  4. Things peo­ple use to com­mu­ni­cate (tele­phones, com­put­ers, pens, paper, musi­cal instruments)
  5. Things almost every­one owns (tele­phone, cars, books, shoes)

If You Have More Time

Ask par­tic­i­pants to work in small groups to develop “prod­uct part­ners” for their prod­ucts and services.

*Game con­tent copy­righted by McGraw-Hill in “The Big Book of Cus­tomer Ser­vice Train­ing Games,” writ­ten by Peggy Car­law and Vasudha Kath­leen Deming.

Republished with author's permission from original post.

Jodi Beuder
We help organizations create a positive connection between customers and brands. We promote synergy through integration as it builds on the decades of collective history of renowned expertise. MHI Global is your comprehensive source for customer-management excellence solutions to compete in today's ever-changing, customer-centric environment.


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