Call Center 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

• -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 Commited
• Motivation
• Overcoming Limitations
• Knowledge Check

Module:9 Key Steps

• Six Success Factors
• Staying Customer Focused
• The Art of Telephone Peruasion
• 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