The course helps participants to deliver customer service excellence over the telephone; gaining practical tools and practise. Participants will develop the necessary skills and behaviours to maximise sales opportunities.
What participants will gain:
A clear understanding of the importance of customers and how their expectations differ when communicating over the phone
A sales methodology to structure their approach
The ability to create the right first impression and quickly establish rapport with the customer
The skills and behaviours to ask high quality, targeted questions and listen attentively to effectively uncover customer needs
The ability to present benefits rather than features
Practical tools to overcome objections and close sales effectively
Tips and techniques to improve note-taking over the phone
Anyone who deals with customers over the phone and wants to improve their sales approach and drive results
Full day or 2 x ½ day sessions
Classroom-based training course
Course content can be tailored to meet the needs of the organisation.