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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
Using your call recordings is a great way of developing some highly tailored training sessions for your customer service, telesales or telemarketing team. This has been featured in a few training programmes including one run recently in Northampton. Running the standard telephone skills excellence course followed by workshops based around real life calls is a powerful structure for training.
Structuring your sales call is a key part of making sure your calls are effective. Here are 3 tips from our 3 CD audio series on selling on the phone. Here we cover background, using benefit statements and summarising.
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.
Some tips on managing and motivating a telephone based team. Appreciate that done well telephone communication with customers and prospects can pay great dividends. Spend time and effort constructing your working processes around keeping your team happy, motivated and on-message. It’ll make your life easier!
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.
Powerful questioning techniques are valuable in any telephone based role whether you’re proactive and making telesales, telemarketing or sales generation calls or whether you’re dealing with incoming queries, complaints and enquiries. Knowing when to use open and when to use closed questions is a vital skill which will help you navigate your way through a conversation with a customer.
Understanding the fundamentals of communication – the do’s and dont’s of communication is key to building better customer relationships over the phone and face to face. So important we think that it’s the first module we run on To Market’s range of telesales and customer service courses.
A 3 CD set on how to sell effectively on the phone. And on a 3 for 2 deal. Less than £70 and you get the full story : how to identify what your customer wants, how to open and get the call off on the right foot, and the 3rd CD covers dealing with humans!
Commodity selling presents certain challenges. Customers are only after one thing – the lowest price. Make sure when you quote you also ALWAYS ask for the order. The worst thing that will happen is they say No. And they might just say yes.
