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Posts in customer services

Prospecting training for car sales

By andrew on August 16, 2019

Prospect training within the automotive sector is becoming more important as footfall is declining across the industry. Combat this with more effective prospecting techniques.

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How about a ‘live’ audit on your customer service or telesales team?

By andrew on August 12, 2019

How about a simple 2 hour audit on your telephone team? Non-invasive, so no time off the phone and we’ll give you a view on how your team interacts with customers on the phone. For both outbound telesales or telemarketing or alternatively for inbound customer service teams. It is also great to run it pre-training to help maximise the benefit of the classroom time.

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Customer Service excellence – speed is an impressive element

By andrew on July 31, 2019

Customer service excellence is partly about responding quickly. Always within 24 hours, even if it is just an acknowledgement, and working to understand what the customer really wants and why. Possibly how. This strategy always works and impresses customers. So we’re all doing it right?!

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Coaching – some new tools

By andrew on July 26, 2019

New enhanced coaching for telephone based teams from To Market. Customer Service, Internal Sales, Telesales. Invest in some objective measuring of call quality. Can be carried out using a blend of onsite and offsite coaching.

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How to use audio CDs for telephone skills training

By andrew on July 2, 2019

Telephone skills training ideas on audio CD. Covering telephone selling, appointment setting, customer service and a host of verbal communication skills : top tips on listening, questioning, how to avoid mixed messages directing the conversation and other key rapport building skills

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Customer Service Telesales & Telemarketing training

By andrew on May 10, 2019

Telesales, telemarketing, and customer service training from To Market to suit you. Onsite at your premises. 2 day fully interactive telephone skills training for call centre, contact centre, internal sales, telesales, customer service and telemarketing. Or book individual places on our open courses.

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Directing a conversation – the easy 2 stage process

By andrew on April 10, 2019

Directing the conversation is a key skill when trying to steer your customer in the right direction on the telephone. On our 2 day courses we show you the easy to use 2 stage process – the Seek & Speak circle. We demonstrate it to you, and then give you the chance to try it for yourselves.

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Why high pressure selling doesn’t work in B2B

By andrew on April 1, 2019

You don’t find high pressure selling tactics used in B2B business to business markets, at least not as commonly as in B2C sectors. There are differences in the nature of the customer relationship in these 2 environments which means hard sell doesn’t work in industrial or commercial sales. Here’s why.

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You can tell more than 40 things about somebody from as little as 6 words

By andrew on February 8, 2019

The power of vocal tone and energy can’t be underestimated. It is one of the liveliest modules on our training courses for both customer service and telesales / telemarketing. Demonstrating how NOT to deliver lines and then characterising them as vocal ‘colours’ is one of the enduring parts of the course according to the delegates. Ensure your vocal tone and energy is giving the correct impression to your customers.

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What to do with Christmas – business review

By andrew on December 21, 2018

Christmas and new year is a great time to take stock and review your business, your product lines, your customer mix etc. Most of the country goes quiet, so you can take time out to think, without being worried that the rest of the economy and your competitors in particular are stealing a march on you.

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