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Call Center Training

presented by Academy of Business Training
View the Academy of Business Training Profile and Course Listings

Summary

This course will help you improve your phone skills, make you more confident, improve sales, and help gain new customers while retaining your current clientele.

Workshop Description/Agenda

  • Learn industry recommended business writing procedures and best practices.
  • Learn from a professional with 30+ years business experience.

Phone skills are a highly valuable tool to have in your skill-set and Call Center Training will help provide those skills. This course will help you improve your phone skills, make you more confident, improve sales, and help gain new customers while retaining your current clientele. Participants will learn the skills to improve productivity and performance.


Each Student Receives:

  • A student manual or textbook for use during and after the class.
  • Instruction from an experienced business professional (minimum of 30 years) with at least five years in a corporate senior management position (CEO, President, COO, Vice President, CFO).
  • Real life exercises to support training materials.
  • Individual attention (classes are limited to four students).
  • Personalized Certificate of Completion

Class Outline

Introduction
Workshop Objectives

Module One: The Basics
Defining Buying Motives
Establishing a Call Strategy
Prospecting
Qualifying
Getting Beyond The Gate Keeper
Controlling The Call
Difficult Customers
Reporting

Module Two: Phone Etiquette
Preparation
Building Rapport
Speaking Clearly - Tone of Voice
Effective Listening

Module Three: Tools
Self Assessments
Utilizing Sales Scripts
Making the Script Your Own
The Sales Dashboard

Module Four: Speaking Like a Star
S = Situation
T= Task
A= Action
R = Result

Module Five: Types of Questions
Open Questions
Closed Question
Ignorant Redirection
Positive Redirection
Negative Redirection
Multiple Choice Redirection

Module Six: Benchmarking
Benchmark Metrics
Performance Breakdown
Implementing Improvements
Benefits

Module Seven: Goal Setting
The Importance of Goals
SMART Goals
Staying Committed
Motivation
Overcoming Limitations

Module Eight: Key Steps
Six Success Factors
Staying Customer Focused
The Art of Telephone Persuasion
Telephone Selling Techniques

Module Nine: Closing
Knowing When it's Time to Close
Closing Techniques
Maintaining the Relationship
After the Sale

Wrapping Up

Who Should Attend

Call Center Personnel

Additional Information

Training Provider: Academy of Business Training

Course Topics: Customer Service Training > Phone Skills

Training Course Summary: This course will help you improve your phone skills, make you more confident, improve sales, and help gain new customers while retaining your current clientele.


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