Telephone Skills Training Seminar

Seminar: ID# 1003051

This course is available in both in-person and video conference formats. Go to the "Cities/Dates" tab to find a date that is convenient for you.

Our hands-on seminar will teach you how to build and maintain positive working relationships with customers over the telephone, increasing sales and customer satisfaction.

You will learn:

• Working with Each Customer
• Buying Styles
• Handling Irate Customers
• Telephone Strategies
• Asking Questions
• Listening
• Features - Advantages and Benefits
• Closing

The Course Structure

The seminar combines theory, practice, and personal feedback through our unique scenario-based methods.

The instructors and attendees will examine facts, opinions, attitudes, and emotions that either inhibit or enhance effectiveness on the telephone.

Participants will learn about themselves and their customers, but most importantly they learn how to deal with different types of customers.

As a participant, you will conduct two mock telephone calls to begin your mastery of proven telephone techniques.

Instructors portray your customers as defined and structured by your manager. Each instructor awards "The Order" to the attendee that successfully met his or her expectations as a prospect or customer.

The telephone calls are digitally recorded and the digital voice recording becomes property of the attendee for using for refresher training.

Agenda

First Day

8:00 - 9:00 Introduction
9:00 - 9:15 Break
9:15 - 10:15 Understanding Your Style - Assertiveness
10:15 - 11:15 Understanding Your Style - Responsiveness
11:15 - 12:30 Recognizing Styles in Others
12:30 - 1:15 Lunch
1:15 - 2:15 Recognizing Styles via Telephone
2:15 - 3:00 Asking Questions
3:00 - 3:30 First Call Discussion - Tailoring the Scenario
3:30 - 3:45 Break
3:45 - 4:30 First Telephone Call (Recorded)
4:30 - 5:30 Review of First Telephone Call

Second Day

8:00 - 8:30 Being Different via Phone
8:30 - 9:30 How Customers Buy
9:30 - 10:00 Listening
10:00 - 10:15 Break
10:15 - 10:45 Ten Telephone Strategies
10:45 - 11:30 Handling Objections
11:30 - 12:30 Handling the Irate via Telephone
12:30 - 1:15 Lunch
1:15 - 2:00 Features ~ Advantages ~ Benefits
2:00 - 2:30 Closing
2:30 - 3:30 Second Telephone Call (Recorded)
3:30 - 4:45 Review of Second Telephone Call
4:45 - 5:00 Awarding of The Order

Times and Dates

This two-day seminar is held on the times and dates posted herein.