Call Center Training
Instructor
admin - Description
- Curriculum
- Reviews
Introduction
- Course Objectives
Module 1
- The Basics (I)
- Defining Buying Motives
- Establishing a Call Strategy
- Prospecting
- Qualifying
- Knowledge Check
Module 2
- The Basics (II)
- Getting Beyond the Gate Keeper
- Controlling the Call
- Difficult Customers
- Reporting
- Knowledge Check
Module 3
- Phone Etiquette
- Preparation
- Building Rapport
- Speaking Clearly – Tone of Voice
- Effective Listening
- Knowledge Check
Module 4
- Tools
- Self-Assessments
- Utilizing Sales Scripts
- Making the Script Your Own
- The Sales Dashboard
- Knowledge Check
Module 5
- Speaking Like a Star
- S= Situation
- T = Task
- A = Action
- R = Result
- Knowledge Check
Module 6
- Types of Questions
- Open Questions
- Closed Questions
- Ignorant Redirection
- Positive Redirection
- Negative Redirection
- Multiple Choice Redirection
- Knowledge Check
Module 7
- Benchmarking
- Benchmark Metrics
- Performance Breakdown
- Implementing Improvements
- Benefits
- Knowledge Check
Module 8
- Goal Setting
- The Importance of Goals
- SMART Goals
- Staying Commited
- Motivation
- Overcoming Limitations
- Knowledge Check
Module 9
- Key Steps
- Six Success Factors
- Staying Customer Focused
- The Art of Telephone Persuasion
- Telephone Selling Techniques
- Knowledge Check
Module 10
- Closing
- Knowing when it’s Time to Close
- Closing Techniques
- Maintaining the Relationship
- After the Sale
- Knowledge Check
Assessment
- Post-Test
Please, login to leave a review
Course details
Lectures
1
Level
Advanced
Popular courses
