Sales and Customer Service Training for Call Centres

Course details

Participants in this course will learn how to ask the appropriate questions and effectively determine what is vital to the callers, know how to use specific aspects of verbal communication such as tone, cadence, and pitch, realize the value of personalizing interactions and developing relationships and much more.

This training course is now available in Singapore.

This Sales and Customer Service training course can be delivered at your premises anywhere in Singapore by one of our expert local or international trainers.

Outcomes

By the end of this course, participants will be able to:

• Understand the nuances of body language and verbal skills, which are so important in conversations that do not have a face-to-face element.
• Learn aspects of verbal communication such as tone, cadence, and pitch.
• Demonstrate an understanding of questioning and listening skills.
• Acquire comfort with delivering bad news and saying no.
• Learn effective ways to negotiate.
• Understand the importance of creating and delivering meaningful messages.
• Use tools to facilitate communication.
• Realize the value of personalizing interactions and developing relationships.
• Practice vocal techniques that enhance speech and communication ability.
• Personalize techniques for managing stress.

Foreword:

• If your organization uses an outbound or inbound telesales team, then you can stay ahead of the competition by having your representatives undergo PD Training's Sales and Customer Service training course. After the training is completed, participants will think and act like sales professionals, which can lead to improved sales, excellent customer service and better customer loyalty.
• This course will help call centre agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which we will explore in detail throughout this energizing and practical three-day workshop.

MODULES

Lesson 1 

colspan="2" style="text-align: Centre;"> Call Centre Training:< Sales & Customer Service Training for Call Centres Day 1

Lesson 2 
Introduction

• Icebreaker
• Housekeeping Items
• The Parking Lot
• Workshop Objectives

Lesson 3 
What's Missing in Telephone Communications?

• It's Not What You Say; It's How You Say It
• In the Absence of Body Language

Lesson 4 
Verbal Communications Techniques

• Being Yourself and Sounding Your Best
• A Service Image

Lesson 5 
Who are Your Customers?

• Define the Customer & Client
• About Relationships

Lesson 6 
To Serve & Delight

• What You Say and What it Means
• Planning the Ideal Answer

Lesson 7 
Did You Hear Me?

• Listening Skills
• The Mission: To Listen

Lesson 8 
Asking the Right Questions

• Open Questions vs. Closed Questions
• Probing Techniques

Lesson 9 
Saying No

• When We Say "No"
• Delivering Bad News
• Debrief

Lesson 10 
Sales by Phone

• Benefits of Telemarketing
• Rapport Building

Lesson 11 
Taking Messages

• Pen in Hand
• Effective Messages

Lesson 12 
Staying Out of Voice Mail Jail

• Voice Mail Etiquette
• Debrief

Lesson 13 
Closing Down the Voice

• Hyoid Limbering
• Hum
• Sighing
• The Diaphragmatic Breath

Lesson 15 
Cold & Warm Calls

• The Cold Call
• The Warm Call

Lesson 16 
Developing a Script

• Scripting Techniques
• Sample Script

Lesson 17 
Perfecting the Script

• Making the Script Yours
• Using Cheat Sheets

Lesson 18 
Going Above & Beyond

• Fifteen Techniques for CCA Success
• Debrief
• Customize Your Service

Lesson 19 
Handling Objections

• I Object!
• Debrief

Lesson 20 
Closing the Sale

• The Closing Phrase
• Debrief

Lesson 21 
Feelings

• Feels Like a Winner!
• Presentations

Lesson 22 
Changes in the Customer

• The Changing Customer
• What the Customer Wants

Lesson 23 
Negotiation Techniques

• Mastering Negotiation Skills
• Practicing Negotiation

Lesson 24 
It's More Than Just a Phase

• Phases of Negotiation
• Negotiation Made Easier
• Debrief

Lesson 26 
High Impact Moments

• Make it Count
• Creating Case Studies
• Presenting Real Life!

Lesson 27 
Tips for Challenging Callers

• Tips and Tricks
• Caller Behaviors
• Debrief
• Up the Mountain

Lesson 28 
Dealing with Difficult Customers

• Dealing with Problems
• Dealing with Vulgarity

Lesson 29 
Phone Tag & Getting the Call Back

• Phone Tag
• Following Up

Lesson 30 
This is My Mentor

• Case Study
• Debrief

Lesson 31 
Stress Busting

• Stress Busting Card Game
• Managing Your Day

Lesson 32 
News from Within

• Management Reports
• Pre-Assignment Review
• CCA Reports

Lesson 33 
Wrapping Up

• It's a Wrap - Just About!
• Questions & Answers
• Debrief