Global

Upselling and cross-selling: Growing the average sale without pressure

A ready-made course you customise for your organisation, with a live session deck and two surveys. You only add the 9 details that are specific to your organisation.

See the live deckSee the full outline
Try the coursePreview the survey
Length
35 min
Lessons
6 lessons
Frequency
At onboarding for customer-facing sellers
Last reviewed
21 Oct 2026
Staying fair: grey areas on add-ons and pre-selected extras
What would you do?

The online checkout has an insurance extra already ticked

Try it: this is one of 17 interactive activities in the course.

What's included

Three pieces that work together

Copy once, get everything. Learners prepare on their own, you answer questions live, and the surveys tell you what stuck.

Self-paced course

Short lessons with real workplace scenarios, not walls of text.

  • 6 lessons, about 35 minutes
  • Scenario, sorting activity, process, tabs and quizzes

Live session deck

An AhaSlides presentation to run after the course, in person or online.

  • 12 slides
  • Quiz, word cloud, scale, open-ended slides
  • A closing slide for your contacts

Two surveys

Find out what landed, and whether people use it on the job.

  • Post-course feedback, about 2 minutes
  • 30-day check-in
  • Anonymous by default
  • Results feed your next refresher

Learning objectives

At the end of this course, learners can

Each objective and the lesson that covers it.

IDObjectiveSourceWhere it's covered
TO 385.0Achieve ≥ 80% on the final assessmentNoneWhole course
SO 385.1Tell upselling, cross-selling and an add-on apart and choose the right one for the momentBest practiceWhole course
SO 385.2Spot a need that a relevant extra would meetBest practiceWhole course
SO 385.3Make a short, relevant suggestion that helps the customer decideBest practiceWhole course
SO 385.4Accept "no" gracefully and leave the door openBest practiceWhole course
SO 385.5Follow up after the sale and at renewal without pressureBest practice; organisation's policyWhole course
SO 385.6Keep add-ons fair: clear price, a real choice, and no pre-selected extras + your infoConsumer-protection rules on additional paid options, for example EU Consumer Rights Directive Art. 22 [secondary]Whole course

Your part: what a template can't do for you

  • Your workplace details: fill in the 9 highlighted fields so the course describes your own policies, contacts and locations.
  • Records: record completion in your own LMS or record system.

Course outline

6 lessons, about 35 minutes

Minutes per lesson are an estimate, shared out by page count.

ContentInteractiveVideoYou customise
1

Upsell, cross-sell, add-on, and spotting the moment

3 pages

7 min
Before you beginNoteList
An invented storyTextImage
Which is which?TabsSorting activityQuiz
2

Making a relevant suggestion

3 pages

7 min
The one-suggestion ruleProcess
Say it naturallyFlashcards
Match the add-onMatching quizKey factText
3

Handling "no", selling after the sale and at renewal

3 pages

7 min
Graceful noAccordion
After the saleTimelineYour info
Put it in orderSorting activityQuiz
4

Staying fair: grey areas on add-ons and pre-selected extras

3 pages

7 min
ScenarioScenario
ScenarioScenario
ScenarioScenarioMulti-select quiz
5

Putting it into practice and where to ask

2 pages

5 min
Where to askProcessYour infoYour infoYour infoYour info
Your own planChecklistNoteQuiz
6

Final assessment

1 page

2 min
PracticeQuizKey factNoteButtonYour info

Live deck and surveys

12 slides to run live, two surveys to close the loop

Pink slides are interactive. Both surveys are anonymous; pink questions are written for this course.

ContentTitle, agenda, "not legal advice
Word cloudWhat puts you off when someone tries to sell you more?
ContentUpsell, cross-sell and add-on, with one example each
QuizA customer buys a phone and you suggest a case. This is a… (Cross-sell ✔)
QuizThe best time to suggest an extra is… (After hearing a need it would meet ✔)
Content · customiseCustomise: our rules {{SALES_CONDUCT_POLICY_LINK}} and the add-ons we offer
QuizOnline checkout has a pre-ticked extra. You… (Untick it so the customer chooses ✔)
ScaleHow comfortable are you making one natural suggestion?" 1 to 5
Open-endedA suggestion that helped a customer
ContentNext steps, record what you try in {{CRM_SYSTEM}}
Q&AAsk the trainer anything
Content · customiseClosing {{SALES_ENABLEMENT_CONTACT}}, {{SURVEY_1_URL}}, {{SURVEY_2_URL}}
Post-course feedback: 11 questions, about 2 min
  1. Overall rating 5 stars
  2. Relevant, realistic, right length, helpful activities agree/disagree grid
  3. What was most useful? multi-select
  4. Confidence before this course, and now 1-5 scale
  5. Roughly how many of your recent sales include an add-on? short text
  6. How many suggestions did you make last week? multiple choice
  7. What did a customer say about a suggestion you made? short text
  8. I would stop a colleague from pressing a customer who has said no, without worrying. 1-5 scale
  9. One thing we should change or add open text
  10. Would you recommend this course? NPS
30-day check-in
  1. Have you used what you learned since the course? multiple choice
  2. How confident are you today? Compare with day 1 1-5 scale
  3. Do you know where to find the organisation's sales conduct policy? yes / no / not sure
  4. A moment where the training helped, or where you weren't sure open text
  5. Which topics should the next refresher focus on? ranking

Results show whether people use the training on the job, not just whether they finished it.

Make it yours

9 fields to fill in, and you're ready

Everything else is done. These are the details only your organisation knows; each one is highlighted inside the course.

  • Sales conduct policy link{{SALES_CONDUCT_POLICY_LINK}}
  • Sales playbook link{{SALES_PLAYBOOK_LINK}}
  • Crm system{{CRM_SYSTEM}}
  • Compliance contact{{COMPLIANCE_CONTACT}}
  • Escalation route{{ESCALATION_ROUTE}}
  • Sales enablement contact{{SALES_ENABLEMENT_CONTACT}}
Show all 9 fields
  • LMS or record system{{LMS_OR_RECORD_SYSTEM}}
  • Survey 1 URL{{SURVEY_1_URL}}
  • Survey 2 URL{{SURVEY_2_URL}}

FAQ

Common questions

Can I run upselling and cross-selling: Growing the average sale without pressure training online?

Yes. The course is self-paced and online, and the live deck lets you add a live session in the room or online.

How often is this training needed?

At onboarding for customer-facing sellers, before a seasonal peak or product launch, as a refresher when the average sale falls.

Who needs this training?

Retail, branch, inside sales and customer success staff; run by L&D with retail or customer operations.

What records should I keep?

Record completion in your own LMS or record system, so you can show who finished the course and when.

Can I edit the content?

Yes, everything. Change the wording, swap scenarios for ones from your workplace, add your logo, or remove parts that don't apply.

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Last reviewed: 21 October 2026Templates are a starting point, not legal advice.

Ready to run it?

Open the live deck to see how the session runs alongside the course and both surveys.

See the live deck