CALL CENTRE SELLING SKILLS - Selling In A Demanding Environm

CALL CENTRE SELLING SKILLS - Selling In A Demanding Environment






By the end of the workshop participants will be able to:




Develop and build upon their rapport building skills


Effectively handle, and overcome, objections


Stay motivated and project a genuine caring attitude


Win customer loyalty and repeat business






Workshop Overview:




The Introduction


- how to make yours count


- using the flexibility of your voice to achieve an impact of professionalism and confidence




The Communication Process


- understanding the elements that are required for effective communication


- how to apply the elements to ensure positive results




The Pitfalls of Communication


- how to ensure your message is not misinterpreted


- eradicating words, tones and gestures that conflict with or change your meaning




Active Listening


- removing assumptions and barriers to develop active listening skills


- understand the importance of listening to both fact and customer emotions


- spotting opportunities for add-on sales through active listening




Rapport Building


- understanding the importance of building rapport with customers


- find out the three stages of effective rapport building and how to apply them




Assertive Communication


- find out the difference between aggression and assertion


- learn how to communicate thoughts, feelings and emotions without them being perceived as an attack




Putting Your Case Across


- learn how to describe your product/service with interest


- find out how to help your customer understand the benefits of your product / service and the advantages of using them




Effective Questioning


- understand the importance of using effective questions to establish the real


needs of the customer


- learn the difference between open, closed, checking and pre-closing questions - and know when to use them




The Close


- learn why the real art of closing lies in the natural process of effective communication


- how to avoid points of tension and conflict that may result in the customer feeling pressured into a close




Directing Conversations


- learn how to build bridges that will help you direct your conversation


- find out how to control and guide your customer to a positive conclusion




Overcoming Objections


- find out how to deal effectively with complaints, criticism and objections


- learn how to professionally manage your customer through a proven strategy