Further Details
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
Guide price
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