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Introduction:
The telephone is a vital tool for any business, but it is often misused. Enquiries come in which are never turned into sales. Calls are made to prospective customers which never result in profitable business or even in appointments. There are skills involved in selling to customers over the telephone which many people never learn. This programme provides comprehensive and in-depth coverage of telephone selling.
Aim:
To increase the amount of business successfully processed using the telephone.
Participants:
All those dealing with customers over the telephone whether taking enquiries or making sales calls.
Objectives:
By the end of the course participants will be able to:
- Use their voice as an effective tool when doing business on the telephone;
- Manage incoming calls to increase the conversion of enquiries to sales;
- Plan and manage outgoing calls to achieve desired objectives;
- Recognize the opportunities offered by complaints to maximize business opportunities;
Content:
- Your role and your relationship with customers.
- The vital importance of first impressions.
- Receiving an enquiry; managing the sequence and maximising the opportunity.
- Planning outgoing calls.
- Achieving results from calls: making appointments, establishing needs, building a case, handling objections, closing the call.
- Complaints; an opportunity to build goodwill.
Style:
This course is highly participative with all delegates expected to play a full part in all the exercises including role-playing.
Duration:
The course lasts for one day
Note:
Participants will have ample opportunity to practice the techniques.
Dates and Times
Delivered on demand at client's venue
09.30 - 16.30 or times to suit
In-House delivery
Our in-house course fee is £950 + VAT for up to 12 candidates. We will agree any other charges (room hire, trainer's travel costs, catering etc) with you before you make your booking.
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