Body Language Basics
Call Center Training
An employee's skill set would greatly benefit from having phone skills, which Call Center Training will aid to impart. This course will assist your participants become more proficient phone operators, which will boost sales, instill confidence in them, and help you attract new clients while keeping your present clientele. An employee with greater confidence tends to be happier, and contented employees in turn generate contented consumers.
Because call center training can cut turnover, costs will go down. The abilities to increase performance and productivity will be taught to the participants. This will influence the corporation as a whole and create a pleasant atmosphere throughout your business. In order to ensure that the participants are achieving their full potential and maintaining a high level of proficiency, evaluation measures and coaching are also employed.
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
Assessment- Post-Test