Call Centre - Outbound Sales Skills

Course Objectives:





By the end of this course the delegates will be able to:


· Describe the different levels of customer interaction


· Demonstrate active listening skills


· Explain the different types of communication


· List what types of questions get the best information and which types of questions to avoid


· Describe the Four People Factors in relation to customers’ buying behaviours


· List the AIDA process and how it adds value to a Telesales call


· Establish their own structure for a Telesales call using all stages from opening the call to closing the call





Content:





Course content includes:


· The Four People Factors and how it impacts on a telesales call


· Different levels of customer interaction – human and business


· Communication skills – questioning. Listening, use of words, tone e.t.c.


· Opening the telephone call. Putting the customer at their ease


· How to develop and maintain call structure


· Selling features advantages and benefits and when to present the product


· Handling objections


· Closing the sale.


· Handling challenging calls