Successful Telephone Interactions with Flight Operations

Intentionally Surpass Customer Expectations

Successful Telephone Interactions

Intentionally Surpass Customer Expectations

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Objectives

Build and maintain positive working relationships with customers.
Increase awareness of how to meet customer expectations.
Differentiate your company from your competitors.

Course Synopsis

This customized program begins with an eleven-minute video about the different Customer Buying Styles. Attendees learn to identify and meet customer expectations, helping to generate more business and deliver better service.

Customers have different expectations. If treated the same, opportunities to move the process forward will be missed. This easy-to-use method, introduced in the video, teaches time-proven skills for recognizing these expectations and building positive relationships.

After viewing the video, participants make or receive four telephone calls relating to their products and services. Sales Concepts instructors portray their customers as defined and structured by the participant's managers. Feedback is given upon completion of each call. Improvements are noted after each call.

Participants gain a better understanding of themselves, how to work with others in various situations, and how relationships affect the perception of value.

Participant Profile

Customer Service, inside sales, sales and service administrators, support people, and anyone who is in contact with customers via the telephone.

Topics Covered

Relate with Customers
	See the customer as an individual.

Components of a Successful Call
	Make a good first impression.

Asking Questions
	Gain valuable information.

Have a Goal
	Purpose brings progress.

Be Different
	Set yourself apart.

Unleash the Full Potential of Voice Mail, Email
	Increase response rate.

Overcome Resistance
	Address the real objections.

The Process is Simple

Step 1
	The participant's manager completes a questionnaire that enables Sales Concepts to tailor a realistic and challenging telephone scenario.

Step 2
	Participants view an eleven-minute video entitled Customer Buying Styles. This video teaches a time-proven method for meeting customer needs and expectations. When ready, participants call Sales Concepts to advise they have viewed the video.

Step 3
	Participants make or receive a customized call from a Sales Concepts Instructor based on the tailored scenario designed by the participant's manager.

Step 4
	Feedback is provided upon completion of the first call. Recommendations are discussed as to how to be effective using the telephone.

Step 5
	The instructor makes a second call allowing participants to make changes based on the feedback. The instructor again provides feedback.

Step 6
	A second Sales Concepts instructor calls the participant to repeat the business scenario that was created. A different Customer Buying Style is depicted. Again personalized feedback is provided.

Step 7
	The second instructor makes another call, allowing each person to make changes based on the feedback. The instructor again provides feedback on the call.

Step 8
	The Sales Concepts instructor gives feedback with recommendations to the manager to help ensure the participant is effective via the telephone and aware of different Customer Buying Styles.

Advantages of This Program

Tailored training at your work location.
Practice using solutions presented via the telephone.
Receive feedback from two Sales Concepts instructors.
The manager of the participant also receives feedback.
No travel expenses.

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