Telephone Techniques for Sales or Service
|Presentation Style:||Tutor-led Classroom|
|Course Time:||09:30 - 16:30hrs|
|Cost:||Public Courses: £225 + VAT per delegate, £195 each + VAT for two delegates on the same day (call for group discounts)
Closed Courses: please enquire
What will you learn on this course?
This one day workshop is designed for anyone who handles medium to high volumes of telephone calls and is looking to gain more control of the call and increase their sales or customer satisfaction levels.
By the end of the workshop, participants will be able to:
Identify how to maintain structure within a call to enable call control and maximise customer satisfaction
Explain the importance of empathy and rapport as a means of building positive relationships with customers
Identify the potential needs of callers by using advanced communication skills
Describe the importance of delivering accurate advice and information in a jargon-free, user-friendly way that will enhance the customer experience.
Structuring the call
Opening the call
Building rapport and empathising. Listening skills and testing understanding
Questioning skills, testing understanding and making assumptions
Giving information or making the sale
Closing the call
Checking customer satisfaction
Putting it all together
Next steps and action planning
- Buffet lunch included and free parking (only for courses held at Paradise Training Centre)
- Joining instructions will be sent prior to attending the course