Contact Centre & Telesales Training
Telesales Workshop
Learn practical techniques to sell products and services by phone, build effective telemarketing scripts and improve appointment-setting skills. Training includes six one-hour sessions over two weeks via Zoom, with practical script development, trainer feedback and workbooks.
Inbound Customer Service Sales
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How your attitude dictates your results
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How to build rapport quickly with the customer
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The importance of focusing on the use of positive language
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5 Ways to develop a captivating tonality
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How to detect your customer’s true needs
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The great listening skills that will transform your customers into raving fans
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What you must do to present your product/service on the phone effectively
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The secrets to converting 70% of enquiries into sales
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How to easily handle difficult customers and complaints
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Simple strategies to add-on and cross sell
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How to write emails and letters so they get read
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What you must never say when putting people on hold
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The secret voicemail strategies to keep them calling you
Outbound Telesales Training
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Creating effective telesales scripts
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Getting through the gatekeeper
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Building rapport with prospects
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Asking powerful questions
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Active listening and credibility
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Creating compelling offers
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Handling sales objections
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Increasing purchase value
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Following up quotes and enquiries
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Managing existing and inactive customers
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Turning enquiries into sales
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Overcoming call reluctance
Who Should Attend?
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Inbound Sales Staff
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Customer Service Staff
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Business Owners
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Sales Managers
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Telesales Professionals
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Telemarketers
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Sales Representatives
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Team Leaders
What You Will Learn
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Successful telesales techniques
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Positive telephone communication
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Professional telephone etiquette
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Opening a sales call
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Building customer rapport
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Questioning and listening skills
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Appointment-setting techniques
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Telephone sales presentations
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Objection-handling techniques
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Trial and full closing
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Follow-up calls and emails
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Upselling and cross-selling
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Professional email writing
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Overcoming call reluctance
Telesales Campaign Planning
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Set call and sales goals
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Create your call script
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Prepare objection responses
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Target the right prospects
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Prepare for customer conversations
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Build a follow-up system
Contact Centre Communication Skills
Develop professional telephone communication, customer service, sales and workplace communication skills for effective contact centre performance.
Essential Customer Service Workshop
This is a workshop that teaches you the fundamental skills for delivering customer service. The skills can be applied to all customer interactions including phone, face to face, email. And other digital platforms. The workshop will be conducted in two 90-minute sessions via the ZOOM platform. Participants will have the opportunity to practice skills during the session. Workbooks and activity tools are provided.
Overview
What is customer service?
Customer service is an important part of every business. Creating positive interactions can help ensure your company continues to draw new and repeat customers by developing a cohesive relationship.
What are customer service skills?
Customer service skills are the set of behaviors you rely on when interacting with the customer. They can also be useful when following up after an initial conversation. They are the traits and practices that equip you to address customer needs and foster a positive experience. Customer service skills rely heavily on problem solving and communication. They include traits like active listening, empathy and the ability to read verbal and nonverbal cues. This online workshop will cover all the essential skills to provide service excellence to the customers who engage with your business.
Learning Outcomes
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Learn about our framework for conducting customer centric conversations
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Embrace the mindset of thinking like the customer with our best practice model for customer engagement.
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Co- create a set of standards (rules of engagement) that will help guide the process of consistently allowing customers experience great service from every interaction with your call centre.
Who should attend ?
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Inbound Customer Service Agents.
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Service administrators
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Team Leaders, Supervisors and Subject Matter Experts
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What participants will learn:
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The necessary skills and desired behaviors of a customer service operator
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A set of skills and behaviors for dealing with customers during the various types of customer interactions including:
- Active Listening
- Asking Questions
- Presenting Solutions
- Closing the call
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Expert call control by engaging with the caller from the onset and confidently managing calls through each stage of the interaction and to a successful conclusion
Address
Avaya House, Level 9,
123 Epping Road, Macquarie Park, NSW 2113 (AUSTRALIA)