Call Center

DURATION:
30 hours
ID:
SM009

Location

UAE, Jordan Online Training

Categories

Sales & Marketing

Course contents:

  • The Basics
    • Defining Buying Motives
    • Establishing a Call Strategy
    • Prospecting
    • Qualifying
    • Getting Beyond the Gate Keeper
    • Controlling the Call
    • Difficult Customers
  • Phone Etiquette
    • Preparation
    • Building Rapport
    • Speaking Clearly- Tone of Voice
    • Effective Listening
  • Tools
    • Self-Assessments
    • Utilizing Sales Scripts
    • Making the Script Your Own
    • The Sales Dashboard
  • Speaking Like a Star
    • S= Situation
    • T= Task
    • A= Action
    • R=Result
  • Types of Questions
    • Open Questions
    • Closed Questions
    • Ignorant Redirection
    • Positive Redirection
    • Negative Redirection
    • Multiple Choice Redirections
  • Benchmarking
    • Benchmark Metrics
    • Performance Breakdown
    • Implementing Improvements
    • Benefits
  • Goal Setting
    • The Importance of Goals
    • SMART Goals
    • Staying Committed
    • Motivation
    • Overcoming Limitations
  • Key Steps
    • Success Factors
    • Staying Customer Focused
    • The Art of Telephone Persuasion
    • Telephone Selling Techniques
  •  Closing
    • Knowing when it’s Time to Close
    • Closing Techniques
    • Maintaining the Relationship
    • After the Sale

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