Call Center Training
Call Center Training
Power Skills | Sales & Marketing
About This Course
This course will help you improve your phone skills which will make you more confident, improve sales, and help gain new customers while retaining your current clientele. A more confident employee is also one that is happier, and happier employees will produce happier customers. Call Center Training will lower costs as it can reduce turnover. You will learn the skills to improve productivity and performance. This will produce a positive environment throughout your company and help influence the organization as a whole. Evaluating metrics and coaching are also used to make sure you are reaching your potential, and to keep your skill-set at a high level. Module One: Getting Started Module Two: The Basics (I) Defining Buying Motives Establishing a Call Strategy Prospecting Qualifying Module Three: The Basics (II) Getting Beyond The GateKeeper Controlling The Call Difficult Customers Reporting Module Four: Phone Etiquette Preparation Building Rapport Speaking Clearly - Tone of Voice Effective Listening Module Five: Tools Self Assessments Utilizing Sales Scripts Making the Script Your Own The Sales Dashboard Module Six: Speaking Like a Star S = Situation T= Task A= Action R = Result Module Seven: Types of Questions Open Questions Closed Question Ignorant Redirection Positive Redirection Negative Redirection Multiple Choice Redirection Module Eight: Benchmarking Benchmark Metrics Performance Breakdown Implementing Improvements Benefits Module Nine: Goal Setting The Importance of Goals SMART Goals Staying Committed Motivation Overcoming Limitations Module Ten: Key Steps Six Success Factors Staying Customer Focused The Art of Telephone Persuasion Telephone Selling Techniques Module Eleven: Closing Knowing When it's Time to Close Closing Techniques Maintaining the Relationship After the Sale Module Twelve: Wrapping Up Duration: 1-2 day in-house workshop with an expert trainer, dependent on your needs (in-person or online)
Policies
Quotations: Quotes are valid for 30 days only. Payments: Payments are due within 30 days from the invoice date if you have an approved account with ht+a, alternately according to any written agreement between ht+a and the Customer, failing which payment is due immediately upon receipt of the invoice. Confirmation: Delegate placements on public courses or scheduling of in-house courses will only be confirmed once payment, an approved purchase order or a signed quotation/agreement is received. All Events: It is the customer's responsibility to ensure they have a stable and active internet connection with suitable equipment (computer or smartphone) to join video calls (where applicable) and access course materials and tests. ht+a's sustainability policy includes not providing printed course materials, including for in-person events, however, customers may choose to print their course materials if desired. In-Person Public Events: The course fee includes the event venue, coffee, refreshments, and lunch. It does not include hotel rooms or travel expenses. ht+a will share the discounted group rate for hotel accommodation with you when available and recommends booking between 2 and 3 weeks prior to each event for rates and flexibility. ht+a is not liable for travel expense losses due to cancellation by either party, weather, flight delays, or other unforeseen circumstances. In-Person In-House Events: Pricing assumes the training will take place at the client's location and ht+a will not provide any catering. The Client will ensure that the training room will be equipped with all necessary tools including flip charts, markers, video projectors/screens, and appropriate furnishings. Publications: The price for certain courses includes the official VDA QMC publication and shipping thereof. Please note that additional local customs or delivery fees are for the customer's account and ht+a will not be responsible for these fees. Certificates: Certificates for VDA QMC courses will only be issued once full payment is received. Certificates for ht+a courses will be automatically issued upon completion of course requirements.