Successful Selling Skills in Customer Service


This qualification is designed principally for those who work in the customer service industry with a responsibility to cross-sell and upsell. This course explains the fundamentals of selling, and delivers the engagement skills and conversation techniques that build selling confidence in service teams. The goal is to establish rapport and trust and make the sale as natural as it can be.

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DG Training accepts ITA funding for many of THEIR COURSES AND TRAINING PACKAGES

What are Individual Training Accounts (ITAs)?

A Skills Development Scotland Individual Training Account (ITA) is money for you to put towards the costs of employability-focussed learning or training.

What can they be used for?

Eligible applicants could receive up to £200 towards a single training course. There are loads of course geared towards helping you get a job or progress in your career. Many of DG Training’s Courses and Training Packages are approved for ITA funding.

Who are They For?

You could be eligible for an ITA if you are:

  • Aged 16 or over
  • Living in Scotland
  • Currently in, or actively seeking work
  • Not undertaking training through the Employability Fund
  • Not undertaking a Foundation, Modern or Graduate Level Apprenticeship
  • Not participating in the Community Jobs Scotland programme
  • In receipt of an income of £22,000 per year or less, or are on certain benefits

How to apply for an ITA with DG Training

  1. Click on the link
  2. Browse through our approved courses and packages to find one that is right for you
  3. Click on the Apply for Funding button
  4. Complete the online application form
  5. We will contact you with further details



Guided Learning Hours

A minimum of 3 guided learning hours are required for this course.

Form of Assessment

There is no formal examination for this course but candidate participation in the activities during the course is essential for certification. On successful completion of this course, candidates will receive a Successful Selling Skills in Customer Service certificate.


  • What is selling?
  • What is a customer?
  • Developing Selling Qualities
  • 4 Ways to Sell
  • Features and Benefits
  • The 40-20-20 Rule
  • Handling Objections
  • Closing the Sale
  • Practice Situations
  • Summary on Selling