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Call Center Training Call Center Training Seminar
Presented by Academy of Business Training
This course will help you improve your phone skills, make you more confident, improve sales, and help gain new customers while retaining your current clientele.
Course Description
- Learn industry recommended business writing procedures and best
practices.
- Learn from a professional with 30+ years business experience.
Phone skills are a highly valuable tool to have in your skill-set and Call
Center Training will help provide those skills. This course will help you
improve your phone skills, make you more confident, improve sales, and help gain
new customers while retaining your current clientele. Participants will learn
the skills to improve productivity and performance.
Each Student Receives:
- A student manual or textbook for use during and after
the class.
- Instruction from an experienced business professional (minimum
of 30 years) with at least five years in a corporate senior management
position (CEO, President, COO, Vice President, CFO).
- Real life exercises to support training materials.
- Individual attention (classes are limited to four
students).
- Personalized Certificate of Completion.
Class Outline
Introduction
Workshop Objectives
Module One: The Basics
Defining Buying Motives
Establishing a Call Strategy
Prospecting
Qualifying
Getting Beyond The Gate Keeper
Controlling The Call
Difficult Customers
Reporting
Module Two: Phone Etiquette
Preparation
Building Rapport
Speaking Clearly - Tone of Voice
Effective Listening
Module Three: Tools
Self Assessments
Utilizing Sales Scripts
Making the Script Your Own
The Sales Dashboard
Module Four: Speaking Like a Star
S = Situation
T= Task
A= Action
R = Result
Module Five: Types of Questions
Open Questions
Closed Question
Ignorant Redirection
Positive Redirection
Negative Redirection
Multiple Choice Redirection
Module Six: Benchmarking
Benchmark Metrics
Performance Breakdown
Implementing Improvements
Benefits
Module Seven: Goal Setting
The Importance of Goals
SMART Goals
Staying Committed
Motivation
Overcoming Limitations
Module Eight: Key Steps
Six Success Factors
Staying Customer Focused
The Art of Telephone Persuasion
Telephone Selling Techniques
Module Nine: Closing
Knowing When it's Time to Close
Closing Techniques
Maintaining the Relationship
After the Sale
Wrapping Up
More Seminar Information |
Academy of Business Training
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Summary |
This course will help you improve your phone skills, make you more confident, improve sales, and help gain new customers while retaining your current clientele. |
Delivery Method |
Seminar |
Who Should Attend |
Call Center Personnel |
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