This course is designed to give both new and experienced staff, who regulalry use the telephone, the confidence and
motivation to approach prospects and customers. It will also illustrate how best to present and close business
opportunities It will cover how to sell appointments for sales staff Both inbound and outbound calls will be covered in
detail. The key concentration will be on selling, upselling and cross selling. Delegate numbers will be limited to allow
an environment where learning can be maximised.
We use a combination of several different learning methods but
strongly place emphasis on role-play reinforcement of real life situations (see box below) based on products and
services relevant to the trainee’s organisation. Each of the trainees will be expected to demonstrate their knowledge
and understanding of the skills discussed. This will give them confidence, motivation and above all else, the success
you and your sales team desire and require.
Today's business and economic climate presents enormous challenges to any finance department. Staff are under
increasing pressure to cut costs, streamline processes, detect and stop fraud and improve efficiency whilst also
helping to improve customer relations. Further demands for speed, security, accuracy and reliability are responsible
for really turning up the pressure. This Workshop is designed for those in telephone-based credit control and debt
collection roles, who wish to develop their skills, assertiveness and self-confidence.
The workshop offers the
opportunity to practice techniques that will help deliver positive outcomes. It will focus attention on the importance of
effective communications in building rapport and good relationships with customers on the telephone, in particular the
use of questions in the process and the influence of voice, speech and language.
Most organisations talk to their market every day on the telephone. Yet work pressure, time constraints and poor
habits often leave them presenting an image that is less than ideal. The objective of this Telephone Service
programme is to create an awareness of the importance of service to the customer and how best to offer or present it.
Research findings will be reviewed and best practice identified. The programme will focus attention on the importance
of effective communications in building rapport and good relationships with customers or prospects on the telephone.
We will review the use of questions in the process and the influence of voice, speech and language.
The programme will be highly participative in that each of the trainees will be expected to demonstrate their
knowledge and understanding of the skills discussed. This will give them confidence, motivation and above all else,
the success you and your team desire and require.
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