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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 Telemarketing
• The Market Trend and Effectiveness of Telemarketing
• The Value of a Customer Contact
• Effective Contact Management
• Best Practice & Pre-call Planning
• Process of Telemarketing |
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Definition & Benefits of Telemarketing
Barriers and Solutions to Telemarketing
Practice of FAB (Features, Advantages and Benefits)
Unique Selling Point (USP)
AIDA Selling Techniques
• Buying
cycle of customers
•
Questioning Techniques
Skills of Social Style Selling
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Identify customer behavior
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Strategies to handle different customers behaviors
Attitude is Everything
Objection Handling & Closing Technique
• What
are the Common Objections
• The
Hidden Message of Objections
•
Strategies to Handle Objections
Do’s and Don’ts of Selling |
