Expo 2017: Creating A Sales Culture: Coaching CSRs To Sell

Join Kim Busse for this session on Creating A Sales Culture! As the needs of your business change, your customer service representatives are required to adjust and take on more tasks and responsibilities. They also find themselves in the position to sell more products or services. If you are creating a sales culture, you have to make selling comfortable for CSRs. It's no secret most dislike it and prefer to simply avoid the task altogether. It is the manager's responsibility to help representatives understand that great customer service includes an additional sales offer. Gaining insight into your CSRs' natural work practices and communication styles allow you to play into strengths and navigate around weaknesses when it comes to making confident cross-sellers of service workers.

Kim Busse

Key Relationship Manager

Kim Busse is the Key Relationship Manager at The Omnia Group, an employee selection and management consulting firm. In her current role, Kim partners with her clients to select top talent, manage more effectively, build high-performance teams, and succession planning using behavioral assessment tools/concepts.

Utilizing over 20 years of human resource management and business development experiences, she has provided guidance to hundreds of businesses in a wide range of industries, including insurance, financial services, automotive, staffing, and healthcare. Prior to joining the Omnia team, Kim was in the financial industry for 10 years serving in various roles such as branch manager, business development, NMLS registered mortgage loan originator, small business relationship banker, and certified trainer.


1 Point


Event Recording
Recorded 01/12/2017
Recorded 01/12/2017 1. Once you select the View on-Demand recording it will open in a new window. Please do not close the session launch page. 2. Please make sure your pop-up blocker is turned off in order to access the session once you select it. 3. Once you have completed the session, please close the event recording or webinar window and proceed to the session launch page for the Online Education Survey to receive credit. Please note, it will not be on your event recording or webinar window.
Online Education Survey For Credit
5 Questions
5 Questions INSTRUCTIONS: Please answer the following questions that best matches your response.
Certification Credit
1.00 MAS credit  |  No certificate available
1.00 MAS credit  |  No certificate available