100% Effective Training offer over 190 courses from business improvement to production management, and have worked with clients that include, BT, Nissan, Renault, Caterpillar, Invensys, Vauxhall, British Avaiation Authority, Trelleborg and Kodak.
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
