A practical training program, which focuses on making telephone sales
Target Audience
Call Centers plus any other frontline personnel who seek immediate improvement in their telephone selling skills
Training Goals
- to achieve immediately visible results in telephone sales performance
- to reduce the rejection percentage
- to manage communication time effectively
- to increase the customers’ level of satisfaction
- to strengthen the professional profile of telephone sales agents
Contents
- Understanding the basic principles of telephone communication
- Distinguishing the main differences between incoming and outgoing calls in the selling process
- The critical points in the chain of communication with the customer
- Building and maintaining trust with the customer, discovering needs – testing & validating, presenting the solution which best meets the needs, timing
- Handling customer’s concerns, closing the sale and follow up strategy
- Customer follow up after the sale and making feeding the database
Training Methodology
- short presentations with practical examples
- continuous role-plays for every stage of the communication chain with the customer
Duration and Participations
2 x 2 training days (4 working days – 32 training hours) in groups of 6-8 participants
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