Course Description
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 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.
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 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.
At the end of this workshop, participants should be able to:
Define and understand call center
Identify different types of buying motivations.
Create SMART Goals.
Familiarize myself with strategies that sharpen effective communication.
Use proper phone etiquette.
Set benchmarks.
Agenda
Course Core Competencies:
Module 1: The Basics (I)
Topic A: Defining Buying Motives
Topic B: Establishing a Call Strategy
Topic C: Prospecting
Topic D: Qualifying
Module 2: The Basics (II)
Topic A: Getting Beyond the Gate Keeper
Topic B: Controlling the Call
Topic C: Difficult Customers
Topic D: Reporting
Module 3: Phone Etiquette
Topic A: Preparation
Topic B: Building Rapport
Topic C: Speaking Clearly-Tone of Voice
Topic D: Effective Listening
Module 4: Tools
Topic A: Self-Assessments
Topic B: Utilizing Sales Scripts
Topic C: Making the Script Your Own
Topic D: The Sales Dashboard
Module 5: Speaking Like a Star
Topic A: S = Situation
Topic B: T = Task
Topic C: A = Action
Topic D: R = Result
Module 6: Types of Questions
Topic A: Open Questions
Topic B: Closed Questions
Topic C: Ignorant Redirection
Topic D: Positive Redirection
Topic E: Negative Redirection
Topic F: Multiple Choice Redirection
Module 7: Benchmarking
Topic A: Benchmark Metrics
Topic B: Performance Breakdown
Topic C: Implementing Improvements
Topic D: Benefits
Module 8: Goal Setting
Topic A: The Importance of Goals
Topic B: SMART Goals
Topic C: Staying Committed
Topic D: Motivation
Topic E: Overcoming Limitations
Module 9: Key Steps
Topic A: Six Success Factors
Topic B: Staying Customer Focused
Topic C: The Art of Telephone Persuasion
Topic D: Telephone Selling Techniques
Module 10: Closing
Topic A: Knowing when it’s Time to Close
Topic B: Closing Techniques
Topic C: Maintaining the Relationship
Topic D: After the Sale