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100% Successful Telesales 

Overview / who should attend and why?

Many companies have sales people or call handlers who are expected to be effective on the telephone either making appointments, selling or up selling.  This course is designed to provide confidence in the use of the phone for a multitude of reasons.  It is ideal for anybody using the phone in their day-to-day lives who need to improve their effectiveness or efficiency or customer service.
 
Course Objectives

• To understand how to use the phone effectively and confidently
• To understand how to make, and leave a good impression with callers
• To understand how to deal with difficult calls
• To explain different techniques for dealing with telemarketing
• To enable you to sell or make more appointments
• To improve effectiveness of calls and improve customer service

Course Content

• Discovering your phone personality
• The Aspirer
• The Admirer
• The Inspirer
• The Enquirer
• Who are you talking to
• Reading others right
• How to handle them
• Controlling your emotions
• The secret of good phoning
• How to overcome fear on the phone
• Communicating with answering machines
• Taking the initiative
• Get that call in first
• Staying in control
• Effective listening
• Triology Plus Questioning techniques (including role play)
• Up selling techniques
• Making or receiving difficult calls (including role play)
• Dealing with difficult calls
• Standing your ground over the phone
• Receiving complaints
• Leaving them with the right impression (including role play)
• Making friends & influencing people
• Saying goodbye
• Conclusion

Benefits of Attendance

• Confidence on the phone
• Understanding different approaches to using the phone
• Increased sales or appointments
• Understanding of your preferred approach
• How to deal with difficult situations
• Improve effectiveness of calls and improve customer service

Costs / Duration and Location

• The cost of this training course is £400 per day
• The duration is one day 9:00 till 16:00
• Location will be determined by requests