Promote additional services or products to customers

This standard is part of the customer service competence area related to Customer Service Delivery.  It covers promoting additional services or products to customers. It includes customer service behaviours and processes that have most impact on the customer experience during Customer Service Delivery. Remember that customers include everyone to whom you provide products and services. They may be external to your organisation or they may be internal customers.

You expand and extend the relationship with customers by persuading them to make use of additional services or products that you can offer.  You organise customer service to promote additional use of your services or products by communicating with customers and then delivering those services or products effectively.  You also monitor your successes and failures to recognise the best way to approach your customers in the future. Services or products are continually changing in organisations to keep up with customers' expectations.  By offering new or improved services or products your organisation can increase customer satisfaction and survive in a competitive environment.  You keep pace with new developments and encourage your customers to take an interest in them.  Your customers expect services or products to be offered to meet their growing expectations and you make them aware of what is available from your organisation.

This standard is for customer service professionals who promote additional services or products to customers.

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1. develop knowledge of your organisation's additional services or products
2. ask colleagues for information about additional services or products
3. identify additional services or products that may interest your customers
4. identify opportunities for offering additional services or products that will enhance  their customer experience
5. identify the benefits of additional services or products for your customers and the organisation
6. explain the features and benefits of additional services or products to your customers
7. encourage customers to ask about additional services or products
8. discuss how to promote additional services or products to customers with colleagues
9. implement procedures to respond to customers who are interested in additional services or products
10. promote services or products from other teams and colleagues in your organisation
11. help customers to access services or products which are supplied by other teams and colleagues in your organisation
12. close the conversation if your customer shows no interest in additional services or products
13. give information to progress the sale when customers show interest in additional services or products
14. agree the sale and check customer understanding of the additional services or products to be provided
15. arrange delivery of the additional services or products to your customer by the agreed date
16. refer your customer to colleagues when the additional services or products are provided by other teams
17. compare the different methods used to inform customers about additional services or products and record the successes and failures of each
18. identify the most effective methods for offering additional services or products from your records
19. share information with colleagues about the most effective methods
20. follow the legal, organisational, codes of practice and policies relevant to your role and the activities being carried out

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1. how to access information about your organisation's additional services or products
2. the different teams in your organisation that are responsible for supplying additional services and products
3. the colleagues that can support you to develop your knowledge of additional services and products
4. how to match additional services and products with customers interests and needs
5. the ways that offering additional services and products can enhance your organisation's customer service
6. your organisation's procedures and systems for encouraging customers to use additional services or products
7. how the use of additional services or products will benefit your customers
8. how your customer's use of additional services or products will benefit your organisation
9. the methods that can be used to promote additional services or products to customers
10. how to agree promotion approaches with colleagues and decision makers
11. the main factors that influence customers to use your services or products
12. how to introduce additional services or products to your customers by outlining their benefits
13. how to overcome customers reservations and
14. how to agree and provide additional services or products
15. the different methods you can use to give information to your customers about services or products
16. the importance of colleagues to influence customers make decisions about additional services or products
17. how to evaluate the methods used to offer additional services or products and share your finding with colleagues
18. the legal, organisational, codes of practice and policies relevant to your role and the activities being carried out

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1

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01 Mar 2026

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Current

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Original

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Instructus

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CFACSA15, CFACSA5

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Customer Service Occupations

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7219

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Promoting; services and products; organise; delivery; customer service; communication; problem solving; work with others; team work; listening, hearing; speaking; positive impression; customer service principles; customer service professional

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