Telephone Sales
Aims
- To give participants the confidence to be effective customer facing staff
- To help you enjoy the job you do because you have confidence in your own skills and abilities
- To ensure your business maximises its sales through effective selling and customer care techniques
Objectives
- At the end of the course delegates will be able to:
- Be able to communicate effectively with customers over the telephone
- Be able to communicate effectively with customers
- Be able to listen effectively to customers
- Be able to establish and maintain ongoing relationships with customers
- Be able to negotiate a sale
- Be able to handle complaints
- Have a strategy for dealing with difficult customers
Course Features
The course is practical and interactive with an emphasis on improving individual skills within a supportive and confidence building environment. Individual and group exercises enable participants to exchange ideas, build on existing strengths, try out new techniques and identify areas for further development.
Content
- Planning and structuring calls
- Language and Voice
- Listening skills
- Communication skills
- Asking questions
- Negotiating a sale
- Customer care: building the relationship
- Handling complaints
- Special challenges