Home > Course Map > Effective telephone skills

Effective Telephone Skills

Overview / who should attend and why?

This programme provides essential telephone skills for all staff that use the telephone to promote their company’s services and products.  It will show the individual how to deal with objections and turn a negative response into an opportunity.
Programme Developed For:

Individuals who are new to promoting services and products on the telephone or those requiring a refresher.

Course Objectives

• Understand the role of the telephone in promoting a service or product
• Utilise the telephone during professional customer relationship management
• Communicate the message successfully
• Create a good first impression
• Planning your call when introducing your products and services
• Win business and promote on the telephone
• Recognise and deal with difficult situations effectively and professionally

Course Content

Introduction

• Aims of the course and individual objectives

When to use the telephone

• Using the telephone as a professional promotional aid
• Building customer relationships on the telephone

Promoting

• Effective opening conversation and initial impact
• Voice and personal projection
• Assumptions
• Confidence and control

The sales process

• Why people buy
• Structuring a call
• Matching customers’ requirements

Communication skills

• The secrets of communication
• Questioning
• Listening skills
• Mirroring

Advanced questioning skills

• Probing techniques
• Influencing skills

Presenting your case

• Handling objections

Involving the customer in a collaborative outcome

• Questioning the benefits
• Closing the sale
• Agreeing actions
• Personal Action Plans

Review of Programme

Costs / Duration and Location

• The cost of the course is £425 + VAT per delegate per day
• The duration is two days 9:00 till 16:00
• Location will be determined by requests, please contact us for further details