Home Contact: The First Few Minutes

Contact: The First Few Minutes

Work Successfully With Customers Via the Telephone and Email

Objective

to build and maintain positive working relationships with customers
to increase awareness of how to meet customer expectations
to differentiate your company from the competitors

Course Synopsis

Attendees learn to identify and meet customer expectations, thus helping to generate more orders and deliver better service. Participants discover their behavior patterns and learn to recognize customer buying behaviors. We focus on how to deal with these different types.

Participants make or receive two telephone calls relating to their products and services. Sales Concepts instructors portray their customers as defined and structured by the attendees’ managers. The telephone calls are recorded. The recorded calls support feedback given to the attendees. Each instructor awards The Best Telephone Call to the attendee that successfully met his or her expectations as a prospect or customer.

Participant Profile

Customer Service, inside sales, sales and service administrators, support people, and anyone who is in contact with customers via the telephone.

Topics Covered

Relate with Customers
	See the customer as an individual.

Make a Smooth Transition
	Use different strategies for customers.

Components of a Successful Call
	Make a good first impression.

Inbound versus Outbound Calls
	Discover the objectives.

Asking Questions
	Gain valuable information.

Have a Goal
	Purpose brings progress.

Be Different
	Set yourself apart.

Territory Management
	Maximize contact rate.

Unleash the Full Potential of Voice Mail, Email
	Increase response rate.

Overcome Resistance
	Address the real objections.

Closing
	See this as a process from the beginning.

Program Length

Two full days of Experiential Training

Class Size

Minimum of 12 and maximum of 24 participants. Student to Instructor Ratio = 4 to 1

Structure

Theory	9.75 hours
Interactive Workshops	1.75 hours
Sales Call Simulation	2.25 hours
Personal Feedback	1.75 hours

Course Agenda

First Day


	8:00	–	9:00	Introduction
	9:00	–	10:00	Relate With Your Customer
	10:00	–	10:15	Break
	10:15	–	11:15	Make a Smooth Transition
	11:15	–	12:15	Components of a Successful Call
	12:15	–	1:30	Lunch
	1:30	–	2:15	Inbound Versus Outbound Calls
	2:15	–	3:15	Unleash the Full Potential of Voice Mail and Email
	3:15	–	3:45	Logistics and Fine Tuning of Scenarios
	3:45	–	5:15	First Phone Call (Audio Recorded) and Review

Second Day


	8:00	–	8:30	Review of Day One
	8:30	–	9:30	Strengths and Weaknesses
	9:30	–	10:00	Handling the Irate
	10:00	–	10:15	Break
	10:15	–	11:15	Being Different Via the Phone
	11:15	–	11:45	Have a Goal
	11:45	–	1:00	Lunch
	1:00	–	2:00	Ask Questions
	2:00	–	2:15	Territory Management Via the Phone
	2:15	–	2:30	Overcome Resistance
	2:30	–	2:45	Close for Commitment
	2:45	–	4:00	Second Phone Call (Audio Recorded) and Review
	4:00	–	4:15	Presentation of The Best Telephone Call Award