In a typical contact centre only 6% of people are reluctant to sell - so why is it that only 28% give it a go? What difference would it make to your bottom line if the remainder were motivated to sell?
This introduction to selling on the telephone provides attendees with the basic skills and behaviours required to be successful and creates an awareness of how important good customer care is to a company's future growth.
Key Deliverables / Outcomes
- Benchmarks for contact and call centre environments using existing resources
- An understanding of the difference between good and bad customer service
- Provides fundamental telephone skills to ensure a positive customer experience
Summary Agenda
- The importance of customer care
- Telephone disciplines
- Communication skills
- Exceptional customer care
- Recognising sales opportunities and adding value
- Demonstrating capability
- Gaining commitment
- Handling customer complaints
- Assertiveness
- Leaving a lasting positive impression
- Managing stress and negativity
Every delegate who attends a Longley Academy Programme will be given the opportunity to practice and perfect the skills covered, enabling them to become more successful in less time.
Related Links
» Advanced Sales Techniques
» Building Client Value
» Closing & Handling Objections
» Compelling Presentations
» Effective Time Management
» Enhanced Face to Face Selling Skills
» Powerful Negotiations
» Selling for non sales people
» Strategic Account Management
» Successful Networking
» Telephone Skills - Winning the Appointment
» Trade Show and Showroom Etiquette
» Winning Bids
» Writing Proposals
