Telephone Today

in Advanced Training (England)

Classes Workshop

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Duration:

1 Day

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Course objectives:

A one day programme to introduce the Advanced Training telephone concepts

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Course details

Type Workshop Duration 1 Day

Method / place Contact course provider Inhouse / Classes

Suitability · those wishing to explore our telephone concepts · staff needing telephone training · receptionists · customer services personnel.

Course objectives A one day programme to introduce the Advanced Training telephone concepts

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Course programme

Telephone Today

Telephone today Features Incoming and outgoing calls handled in depth
               Enquiries/Queries
               -              creating the right impression
               -              proven sequence for answering the telephone
               -              powerful communication techniques
               -              how to sell an idea
               -              building confidence.
               Getting clients enthusiastic about products/services
               Preparation - the Key
               -              planning the day/preparing each call
               -              getting past screens
               -              making appointments for sales visits
               -              establishing decision makers.
                Complaints
               -              diffusing 'Mr Angry'
               -              ensuring competitors can't 'cash in'
               -              turning complaints into orders
               -              getting further business from satisfied customers.
               Orders
               -              closing the sale
               -              ensuring correct orders are taken
               -              introducing promotions
               -              upgrading the incoming order
               -              reducing discounts
               -              overcoming objections
               -              knowing when and how to ask for business
               -              confirming sales details.
Format
·              one day programme
·              mainly lecture
·              participation encouraged.
Benefits
·              basic grounding in telephone techniques
·              improved company image from first impression
·              detailed knowledge on how to handle customers.

see the full course programme