phone technique training

Telephone skills
description	A one day programme to introduce the basic Advanced Training telephone concepts.
who should attend	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.

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