Further Details
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
Guide price
£725 |
