Call Center Training

Category:

Sales & Marketing

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

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