Phone skills are a highly valuable tool to have in an employee's skill-set, and Call Center Training will help provide those skills. This course will help = improve phone skills which will make increase confidence, improve sales, and help gain new customers while retaining your current cliental. A more confident employee is also one that is happier, and happier employees will produce happier customers.

 

Call Center Training will lower costs as it can reduce turnover. Participants will learn the skills to improve productivity and performance. This will produce a positive environment throughout the company and help influence the organization as a whole. Evaluating metrics and coaching are also used to make sure the participants are reaching their potential, and to keep their skill-set at a high level.

 

INTRODUCTION
Course Objectives


MODULE 1
The Basics (I)
Defining Buying Motives
Establishing a Call Strategy
Prospecting
Qualifying
Knowledge Check


MODULE 2
The Basics (II)
Getting Beyond the Gate Keeper
Controlling the Call
Difficult Customers
Reporting
Knowledge Check


MODULE 3
Phone Etiquette
Preparation
Building Rapport
Speaking Clearly - Tone of Voice
Effective Listening
Knowledge Check


MODULE 4
Tools
Self-Assessments
Utilizing Sales Scripts
Making the Script Your Own
The Sales Dashboard
Knowledge Check


MODULE 5
Speaking Like a Star
S= Situation
T = Task
A = Action
R = Result
Knowledge Check


MODULE 6
Types of Questions
Open Questions
Closed Questions
Ignorant Redirection
Positive Redirection
Negative Redirection
Multiple Choice Redirection
Knowledge Check


MODULE 7
Benchmarking
Benchmark Metrics
Performance Breakdown
Implementing Improvements
Benefits
Knowledge Check


MODULE 8
Goal Setting
The Importance of Goals
SMART Goals
Staying Commited
Motivation
Overcoming Limitations
Knowledge Check


MODULE 9
Key Steps
Six Success Factors
Staying Customer Focused
The Art of Telephone Persuasion
Telephone Selling Techniques
Knowledge Check


MODULE 10
Closing
Knowing when it's Time to Close
Closing Techniques
Maintaining the Relationship
After the Sale
Knowledge Check


ASSESSMENT
Post-Test

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