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Overview & Objective
This one-day course will cover effective strategies and best
practices to transform your contact center into a "profit center".
Learn how to close sales effectively over the telephone, as well as
cross-sell and up-sell services and products. Learn how to sell the
benefits of your products and services for increased revenue and
opportunities.
Course
Discussions and Exercise
Lots of
Peer-to-Peer consulting opportunities and exercises allowing
participants immediately apply what they have learnt in class.
Who
Should Attend
Managers, Supervisors, Team Leaders, Officers and Executives of
Contact Centers/Customer Services and telemarketing, as well as people
who would like to learn more about consultative selling techniques.
Course
Outline
The Value and Function of a Contact Center
• The changing role of your Contact Center
• The Value of a Customer Contact and Effective Contact Management
• Best Practice, world-class Contact Center |
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Enneagram & U
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Learn to know your own areas of strength, the areas of non-strength,
and ways that help to manage both.
• Identify
opportunities for personal and professional
development.
• Enable
you to learn about the inner drives, real
needs, and core motives of different personalities –
their own and those of their customers.
•
To create a map to understand the inner drive of people that is a
major key to communicating more effectively, understanding one
another, and avoiding misunderstandings.
Effective Communication Skills
•
Vocal Elements
•
Active Listening Skills
•
The F.A.S.T. Way
•
Focus
•
Assumption
•
Say Less with More
•
Tone
Consultative Communication Skill for Sales & Non-Sales Professional
with ABCDEFG:
•
Avoid
Building
Consultant
Driver
Engage
Failure
Goal
•
A.I.D.A Probing Techniques
•
USP Selling Techniques
Objection Handling
• What
are the Common Objections
• The
Hidden Message of Objections
•
Strategies to Handle Objections
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