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Working With Customers Via Telephone
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Program |
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Differentiate yourself and your company on the telephone.
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Program Length |
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2 days of Experiential Training |
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Class Size |
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Minimum of 8 and maximum of 24 participants. Instructor to Student Ratio = 8 to 1 |
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Participant Profile |
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Customer Service, inside sales, telemarketers, sales and service administrators, support people and anyone who is in contact with customers on the telephone. |
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Objective |
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Help participants build and maintain positive working relationships with customers over the telephone and electronic communications. Increase sales and customer satisfaction. |
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Structure |
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| Theory |
8.50 hours
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| Interactive Workshops |
5.25 hours
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| Sales Call Simulation |
6.00 hours
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| Personal Feedback |
2.75 Hours
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Total Instruction:
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22.50 Hours
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Topics Covered |
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| Working with Each Customer |
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Not the customer. |
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| Customer Buying Styles |
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How to understand and meet your customer's expectations. |
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| Handling Irate Customers |
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Proven effective techniques |
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| Telephone Strategies |
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Proper rate of speech, proper grammar, correct tone of voice, asking questions, listening, being interesting. |
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| Asking Questions |
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Determine needs, diffuse anger, test assumptions, and discover opportunities. |
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| Active Listening |
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Improve communication and relationships with cusotmers. |
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| Features - Advantages and Benefits |
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From the buyer's perspective. |
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| Closing |
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Asking for and securing a commitment. |
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Course Synopsis |
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We examine facts, opinions, attitudes and emotions that either inhibit or enhance effectiveness on the telephone. Participants learn about themselves and their customers, but most importantly they learn how to deal with different types of customers. Sales Concepts teaches attendees to understand and accept the customer's point of view and turn customer indifference into enthusiasm. This course is designed to help attendees identify, meet and exceed customer expectations.
Participants make or receive two telephone calls relating to their job function, products, services and market. The calls are recorded. Sales Concepts instructors portray their customers as defined and structured by the attendee's manager. Feedback is given to the attendees. Each instructor awards "The Order" to the attendee that successfully met his or her expectations as a prospect or customer. The telephone calls are digitally recorded and the digital voice recorder becomes property of the attendee.
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Course Agenda |
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| First Day |
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8:00
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9:00
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Introduction |
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9:00
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9:15
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Break |
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9:15
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10:15
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Understanding Your Style - Assertiveness |
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10:15
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11:15
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Understanding Your Style - Responsiveness |
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11:15
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12:30
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Recognizing Styles in Others |
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12:30
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1:15
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Lunch |
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1:15
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2:15
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Recognizing Styles via Telephone |
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2:15
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3:00
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Asking Questions |
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3:00
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3:30
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First Call Discussion - Tailoring the Scenario |
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3:30
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3:45
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Break |
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3:45
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4:30
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First Telephone Call (Recorded) |
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4:30
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5:30
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Review of First Telephone Call |
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| Second Day |
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8:00
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8:30
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Being Different via Phone |
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8:30
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9:30
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How Customers Buy |
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9:30
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10:00
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Listening |
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10:00
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10:15
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Break |
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10:15
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10:45
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Ten Telephone Strategies |
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10:45
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11:30
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Handling Objections |
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11:30
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12:30
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Handling the Irate via Telephone |
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12:30
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1:15
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Lunch |
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1:15
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2:00
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Features | Advantages | Benefits |
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2:00
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3:15
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Closing |
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2:30
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5:15
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Second Telephone Call (Recorded) |
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3:30
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4:45
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Review of Second Telephone Call |
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4:45
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5:00
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Awarding of The Order |
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Copyright ©2010 Sales Concepts, Inc. 610 Hembree Parkway, Suite 407, Roswell, GA 30076-3817 USA
678.624.9229 | info@salesconcepts.com | 800.229.2328
Sales Training Programs | Performance Improvement
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