Telephone skills
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| description | A one day programme to introduce the basic Advanced Training telephone concepts. |
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who
should attend
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Those
wishing to explore our basic telephone concepts. Staff needing basic telephone training. Receptionists. Customer services personnel. |
| features |
Incoming
and outgoing calls handled in depth Enquiries/Queries Creating the right impression Proven sequence for answering the telephone Powerful communication techniques How to sell an idea Building confidence. Getting clients enthusiastic about products/services Preparation - the Key Planning the day/preparing each call Getting past screens Making appointments for sales visits Establishing decision makers. Complaints Diffusing ‘Mr Angry’ Ensuring competitors can’t ‘cash in’ Turning complaints into Orders Getting further business from satisfied customers. Orders Closing the sale Ensuring correct orders are taken Introducing promotions Upgrading the incoming order Reducing discounts Overcoming objections Knowing when and how to ask for business Confirming sales details. |
| format |
One
day workshop Tutor input Role-plays using telephone apparatus Participation encouraged |
| benefits |
Basic
grounding in telephone techniques Improved company image from first impression Detailed knowledge on how to handle customers. |
