Call Center Training
Instructor
admin
- Description
- Curriculum
- Reviews
Introduction
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Course Objectives
Module 1
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The Basics (I)
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Defining Buying Motives
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Establishing a Call Strategy
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Prospecting
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Qualifying
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Knowledge Check
Module 2
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The Basics (II)
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Getting Beyond the Gate Keeper
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Controlling the Call
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Difficult Customers
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Reporting
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Knowledge Check
Module 3
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Phone Etiquette
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Preparation
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Building Rapport
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Speaking Clearly – Tone of Voice
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Effective Listening
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Knowledge Check
Module 4
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Tools
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Self-Assessments
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Utilizing Sales Scripts
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Making the Script Your Own
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The Sales Dashboard
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Knowledge Check
Module 5
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Speaking Like a Star
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S= Situation
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T = Task
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A = Action
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R = Result
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Knowledge Check
Module 6
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Types of Questions
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Open Questions
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Closed Questions
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Ignorant Redirection
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Positive Redirection
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Negative Redirection
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Multiple Choice Redirection
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Knowledge Check
Module 7
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Benchmarking
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Benchmark Metrics
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Performance Breakdown
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Implementing Improvements
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Benefits
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Knowledge Check
Module 8
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Goal Setting
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The Importance of Goals
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SMART Goals
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Staying Commited
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Motivation
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Overcoming Limitations
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Knowledge Check
Module 9
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Key Steps
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Six Success Factors
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Staying Customer Focused
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The Art of Telephone Persuasion
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Telephone Selling Techniques
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Knowledge Check
Module 10
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Closing
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Knowing when it’s Time to Close
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Closing Techniques
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Maintaining the Relationship
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After the Sale
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Knowledge Check
Assessment
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Post-Test
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Course details
Lectures
1
Level
Advanced
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