Call Centre Training
Phone skills are a highly valuable tool to have in an employee’s skill-set, and Call Centre Training will help provide those skills. This course will help your participants improve their phone skills which will make them more confident, improve sales, and help gain new customers while retaining your current clientele. A more confident employee is also one that is happier, and happier employees will produce happier customers.
Online Course / Classroom Training
R1,875
Description
Call Centre 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 your 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.
Call Centre Training > Course Outline:
Icebreaker
Housekeeping Items
The Parking Lot
Workshop Objectives
Defining Buying Motives
Establishing a Call Strategy
Prospecting
Qualifying
Case Study
Review Questions
Getting Beyond the Gate Keeper
Controlling the Call
Difficult Customers
Reporting
Case Study
Review Questions
Preparation
Building Rapport
Speaking Clearly – Tone of Voice
Effective Listening
Case Study
Review Questions
Self-Assessments
Utilizing Sales Scripts
Making the Script Your Own
The Sales Dashboard
Case Study
Review Questions
S = Situation
T= Task
A= Action
R = Result
Case Study
Review Questions
Open Questions
Closed Question
Ignorant Redirection
Positive Redirection
Negative Redirection
Multiple Choice Redirection
Case Study
Review Questions
Benchmark Metrics
Performance Breakdown
Implementing Improvements
Benefits
Case Study
Review Questions
The Importance of Goals
SMART Goals
Staying Committed
Motivation
Overcoming Limitations
Case Study
Review Questions
Six Success Factors
Staying Customer Focused
The Art of Telephone Persuasion
Telephone Selling Techniques
Case Study
Review Questions
Knowing when it’s Time to Close
Closing Techniques
Maintaining the Relationship
After the Sale
Case Study
Review Questions
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
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