Professional Call Handling - Outbound Telephone Skills with Role Plays

Purpose

So many business opportunities are wasted on the telephone by not handling the call efficiently, losing customers and missing potential sales opportunities. Correct telephone training can rectify all this. This course looks at identifying existing telephone skills and develop them further. It is intended for people who are already proficient at handling outbound calls.

This is a hands on course with a high level of delegate participation through group discussions.

The course includes

• The history of the telephone
• Communication
• Planning
• Making a Call Plan
• Your customers
• Getting past the switchboard/reception/secretaries
• Overcoming voicemail
• Handling Decision Maker
• Getting appointments
• Telephone Selling
• Open questions
• Features and Benefits
• Dealing with Unhappy Customers
• Complaints
• Handling General Objections
• Handling Price Objections
• Ending a call
• Finding sales opportunities and leads
• Role Plays using the telephone to make outbound telesales calls
• An action plan at the end of the course

Trainer information

This course contains practical exercises and you may wish to purchase recording equipment for the role-play.

Course duration

Typically this course will be completed successfully in one day by a group of five delegates. Increasing the number of delegates will extend the duration of the course, some organisations elect to increase the number of delegates extending the course to 1 1/2 or 2 days.

Included in the course:

• Trainer Pack - 110 pages
• Delegate Workbook
• Slide Pack - 32 slides

Courses are offered online for our customers to download and then train their team(s), at their pace and using their own premises.