Contact: The First Few Minutes

Work Successfully With Customers Via the Telephone and Email

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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
19:00
10:15
Break
10:15
11:15
Being Different Via the Phone
11:15
1:45
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

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