Sales Training for Call Centre Training

Course details

This Sales Training for Call Centres course from PD Training will provide your call centre representatives the tools and techniques on how to handle diverse situations, learn practical and effective outbound call strategies, answer questions, confidently suggest additional products and services to better meet their clients' needs, overcome objections, close calls with positive outcomes and much more!

This training course is now available in Singapore.

This Sales Training for Call Centres course can be delivered at your premises anywhere in Singapore by one of our expert local or international trainers.

Outcomes

In this course participants will: 

• Learn practical and effective outbound call strategies
• Understand the different types of buying motivations
• Master the strategic sales process, matching your products and services to buyer motivations
• Learn strategies for effective communication
• Gain advanced phone etiquette skills
• Understand the importance of setting SMART goals
• Learn and interpret the six key factors to success
• Understand the importance of always being customer-focused
• Know when it's time to close the deal

Foreword:

• Do you sell your products or services via a telesales team in a call centre and want to improve their performance? Concepts like up selling and cross-selling are not inherent in most individuals, but these skills can be learned and implemented with practice.
• A well-trained Call Centre is the heart of any operation.  Call Centre employees who possess skill and professionalism, who know how to handle a great variety of situations, will be an asset to any organisation.  By presenting these attributes, call centre staff will also personally benefit in terms of salaries and performance bonuses. Call Centre training will allow the employee to enter their work area with confidence knowing they are equipped to answer questions and overcome objections and ultimately close the deal.

MODULES

Lesson 1 
Getting Started

• Pre-Assignment Review
• Workshop Objectives

Lesson 2 
The Basics (Part I)

• Defining Buying Motives
• Establishing a Call Strategy
• Prospecting
• Qualifying
• Case Study

Lesson 3 
The Basics (Part II)

• Getting Beyond the Gate Keeper
• Controlling the Call
• Difficult Customers

Lesson 4 
Phone Etiquette

• Preparation
• Building Rapport
• Speaking Clearly- Tone of Voice
• Effective Listening
• Case Study

Lesson 5 
Tools

• Self-Assessments
• Utilizing Sales Scripts
• Making the Script Your Own
• The Sales Dashboard
• Case Study

Lesson 6 
Speaking Like a Star

• S= Situation
• T= Task
• A= Action
• R=Result
• Case Study

Lesson 7 
Types of Questions

• Open Questions
• Closed Questions
• Ignorant Redirection
• Positive Redirection
• Negative Redirection
• Multiple Choice Redirection
• Case Study

Lesson 8 
Benchmarking

• Benchmark Metrics
• Performance Breakdown
• Implementing Improvements
• Benefits
• Case Study

Lesson 9 
Goal Setting

• The Importance of Goals
• SMART Goals
• Staying Committed
• Motivation
• Overcoming Limitations
• Case Study

Lesson 10 
Key Steps

• Six Success Factors
• Staying Customer Focused
• The Art of Telephone Persuasion
• Telephone Selling Techniques
• Case Study

Lesson 11 
Closing

• Knowing when it's Time to Close
• Closing Techniques
• Maintaining the Relationship
• After the Sale
• Case Study

Lesson 12 
Wrapping Up

• Words from the Wise