Telephone Skills

• To recognize how telephone sales can give companies the competitive edge.
• To see the role that we can play personally in providing quality service.
• To examine the attitudinal qualities necessary to implement effective telephone skills.
• To create a blueprint to improve our sales efforts using the telephone as a tool.
• To examine ways to measure our sales success and ensure continued excellence.
• To build the confidence to gain customer commitment on every call.

THE APPROACH

The telephone represents one of the most important business tools within an office environment. It is often the only link between the company and customer. As with any tool or piece of equipment, the telephone must be used properly to maximize the potential it represents. Although effective telephone skills have a tremendous impact on the success of a business, they are often overlooked or simply taken for granted. Frustration and irritation is often the result of the user, not the equipment. This program will maximize the participant’s ability to make the most effective use of this important sales tool, whether the task is generating sales, handling incoming calls, making outbound calls, responding to customer concerns or imparting new information.

PART I Pre-Course Analysis

Through discussions with management and/or participants, Spectrum identifies the learning objectives prior to the seminar. It is important for the facilitator to appreciate participant's needs, challenges and expectations in order to tailor the seminar.

PART II Telephone Skills Seminar

This one-day program fosters confidence to effectively manage the telephone.

Introduction:

• How Telephone Selling Has Changed
• Customer Service Defined

Telephone Skills:

• Reduce Telephone Tension
• Manage Voice Mail
• Identify and Adjust to the Behvavioural Style of Your Telephone Customer
• Pre-call Planning and Telephone Agenda
• Determine Features and Benefits
• Effective Listening Skills
• Identify Solutions
• Handle Objections
• Close the Telephone Sale
• Upsell the Customer
• Post-sale / Follow Up Strategies

PART III Follow Up

Spectrum will follow up with management and/or participants to discuss feedback from session. Participant evaluation forms are available for review.

INVESTMENT OPTIONS:

This seminar is based on a day rate of $7,000. Recommended group size is 15 - 20 participants.

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