Call Centre Training

Introduction:

• Course Objectives

Module 1:

• The Basics (I)

• Defining Buying Motives

• Establishing a Call Strategy

• Prospecting

• Qualifying

• Knowledge Check

Module 2:

• The Basics (II)

• Getting Beyond the Gate Keeper

• Controlling the Call

• Difficult Customers

• Reporting

• Knowledge Check

Module 3:

• Phone Etiquette

• Preparation

• Building Rapport

• Speaking Clearly – Tone of Voice

• Effective Listening

• Knowledge Check

Module 4:

• Tools

• Self-Assessments

• Utilizing Sales Scripts

• Making the Script Your Own

• The Sales Dashboard

• Knowledge Check

Module 5:

• Speaking Like a Star

• S= Situation

• T = Task

• A = Action

• R = Result

• Knowledge Check

Module 6:

• Types of Questions

• Open Questions

• Closed Questions

• Ignorant Redirection

• Positive Redirection

• Negative Redirection

• Multiple Choice Redirection

• Knowledge Check

Module 7:

• Benchmarking

• Benchmark Metrics

• Performance Breakdown

• Implementing Improvements

• Benefits

• Knowledge Check

Module 8:

• Goal Setting

• The Importance of Goals

• SMART Goals

• Staying Committed

• Motivation

• Overcoming Limitations

• Knowledge Check

Module 9:

• Key Steps

• Six Success Factors

• Staying Customer Focused

• The Art of Telephone Persuasion

• Telephone Selling Techniques

• Knowledge Check

Module 10:

• Closing

• Knowing when it’s Time to Close

• Closing Techniques

• Maintaining the Relationship

• After the Sale

• Knowledge Check