Maximising Incoming Business

Maximising Incoming Business
Duration: 1 Day
If your job is to deal professionally with incoming customer calls, whether in a sales, reception or customer service role then this workshop will provide valuable techniques for encouraging repeat business in a friendly and professional manner. The main focus is placed on the wants and needs of the customer and how offering the full range of your products or service can be achieved without resorting to the 'hard sell'.
Content includes:
 

• Role definition
  
  • Company expectation
    
  • Key objectives & personal expectation
    
• What do customers want / need / expect
  
• Handling anger and frustration
  
• Communication process
  
• Questioning / listening / summarising
  
• Using voice to maximum effect
  
  • Tone, pitch & pace
    
• Highlighting benefits
  
• Gaining agreement & feedback
  
• Prioritising calls and follow up
  
• Encouraging repeat business

 
Associated courses to the above subject include:
- Effective Communication Skills
- Winning Telephone Sales