Call Centre Training

Module One: Getting Started
Course Objectives
 
Module Two: The Basics (I)
Defining Buying Motives
Establishing a Call Strategy
Prospecting
Qualifying
Case Study
Review Questions
 
Module Three: The Basics (II)
Getting Beyond the Gate Keeper
Controlling the Call
Difficult Customers
Reporting
Case Study
Review Questions
 
Module Four: Phone Etiquette
Preparation
Building Rapport
Speaking Clearly - Tone of Voice
Effective Listening
Case Study
Review Questions
 
Module Five: Tools
Self-Assessments
Utilizing Sales Scripts
Making the Script Your Own
The Sales Dashboard
Case Study
Review Questions
 
Module Six: Speaking Like a Star
S = Situation
T= Task
A= Action
R = Result
Case Study
Review Questions
 
Module Seven: Types of Questions
Open Questions
Closed Question
Ignorant Redirection
Positive Redirection
Negative Redirection
Multiple Choice Redirection
Case Study
Review Questions
 
Module Eight: Benchmarking
Benchmark Metrics
Performance Breakdown
Implementing Improvements
Benefits
Case Study
Review Questions
 
Module Nine: Goal Setting
The Importance of Goals
SMART Goals
Staying Committed
Motivation
Overcoming Limitations
Case Study
Review Questions
 
Module Ten: Key Steps
Six Success Factors
Staying Customer Focused
The Art of Telephone Persuasion
Telephone Selling Techniques
Case Study
Review Questions
 
Module Eleven: Closing
Knowing When it"s Time to Close
Closing Techniques
Maintaining the Relationship
After the Sale
Case Study
Review Questions
 
Module Twelve: Wrapping Up
Words from the Wise
Lessons Learned