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| TELEPHONE SALES SKILLS (INBOUND/CALL CENTRE) |
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| Course Aim |
| To enable delegates who receive incoming telephone calls from customers to deliver the highest standards of World Class service, whilst maximising all potential sales opportunities. |
| The programme is particularly suitable for people who work in a Call Centre environment and deal directly with customers over the telephone. |
| Course Objectives |
| By the end of this course the delegates will be able to: |
| • Explain the move from service to sales using appropriate language and timing |
| • Explain the importance of effective communication via the telephone |
| • Introduce and use a sales framework |
| • Construct questions in a sales context and listen effectively to what the customer is saying |
| • Explain products and services in a meaningful manner |
| • Describe how to gain customers' commitment |
| • Demonstrate how to overcome objections and deal with difficult calls |
| Content |
| Course content includes: |
| • World Class Customer Service |
| - What is customer care? |
| - What customers want |
| - Magic Moments |
| - Balancing customers' human and business needs |
| - Moments of truth |
| - Attitudes and their impact |
| • World Class Sales and Service Skills |
| - Communication skills - questioning, listening, impact of words used |
| - Sales Skills and knowledge - sales process, buying process |
| • Sales Framework and Call Guide |
| - Different stages of a sales call |
| - Welcome |
| - Identifying customer needs |
| - Presenting the solution |
| - Closing the sale |
| • Handling objections |
| • Dealing with challenging calls |
| • Several skills practice sessions focused on your product or service |
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| How the course works |
| Delegates are given a clear understanding of the nature of inbound telephone selling and the need for the customer to feel relaxed and not pressurised. |
| During the course, delegates are given several opportunities to practise customer situations. |
| Videos are used to enhance the learning. |
| At the end of the course, delegates prepare a personal action plan for use when they return to work. |
