 This
course comes with:
 Training
Workbook |
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Instructor
Guide |
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Activities
& Ice Breakers |
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Pre-Assignment |
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PowerPoint
Slides |
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Course
Outline |
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Promotional
Advertorial |
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Recommended
Reading Lists |
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You
also receive:
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Unlimited reprinting
rights |
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Unlimited number of
users |
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Unlimited rights to
customize all
course contents to suit
your needs |
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Questions?
Would you like more information
on this or any of our training
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All Velsoft soft skills training courseware titles are
completely customizable so you can
easily edit each course to better
suit your needs or the needs of your
clients. Likewise, courses
can be personalized to any
organization in seconds giving you
the ability to brand the material as
your own. All
courses come in Microsoft Word
and PowerPoint formats for
quick and easy editing. Print the
materials as you need them, as many
times as you like.
Using our soft skills training
materials is easy and cost effective.
It works like this... each course (whether you purchase the
course individually or as part of a library of related titles) comes with
print-on-demand training workbooks, instructor guides, activities and
ice-breakers, pre-assignments, PowerPoint classroom slides, course outlines,
promotional advertorials, and recommended reading lists.
Why write
Sales and Marketing Training when we've done it for
you? We've saved you thousands of hours.
We
do the prep work... you do the training.
By offering such flexible
training solution, you will enjoy
how easy it is to customize the training materials to meet your
needs. You are allowed to make any changes to the content -
including replacing our name with yours. Want to replace
our examples and references to those of your own in order to
enhance the training and your students' experience? No problem.
Prewritten courseware saves you time any money and helps you
better prepare for classroom training with well-researched and
proven course materials.
Course
Outline
Introduction and Course Overview
You will spend the first part of
the day getting to know participants
and discussing what will take place
during the workshop. Students will
also have an opportunity to identify
their personal learning objectives.
What’s Missing in Telephone
Communication? To begin,
participants will explore Alfred
Mehrabian’s study on communication
and how it effects telephone
communication. Participants will
also learn the role that body
language plays in telephone
communication.
Verbal Communication This
session will cover the four E’s of
an effective telephone voice and how
you can use them to promote a
service image.
Who are your Customers? In
this session, participants will
learn about what a customer is, and
they will identify some of their own
customers.
To Serve and Delight This
session will give participants an
opportunity to develop strong,
helpful phrases for assisting
customers.
Questioning and Listening Skills
During this session,
participants will learn techniques
for active listening and staying
focused.
Asking the Right Questions In
this session, participants will
learn about open and closed
questions and probes.
Saying No Delivering bad news
and saying “no” can be two of the
most challenging aspects of a call
center agent’s job. This session
will give participants techniques
and practice in these two key skill
areas.
Sales by Phone This session
will discuss how to use information
delivery and rapport building to
help participants sell over the
phone.
Taking Messages During this
session, participants will look at
some key elements of taking
messages. Then, they will develop a
quick reference sheet that they can
keep by their desk.
Staying Out of Voice Mail Jail
Voice mail is a great tool, but it
can also be frustrating. In this
session, participants will discuss
some tips for leaving messages and
they will have an opportunity to
practice those techniques.
Closing Down the Voice This
session will give participants a
chance to practice some vocal
exercises.
Cold and Warm Calls During
this session, participants will
learn about these two types of calls
and how to maximize their efficiency
in each.
Developing a Script Scripts
can be an effective tool,
particularly for cold calls. This
session will give participants a
chance to lay out the framework for
their script.
Perfecting the Script Next,
participants will learn ways to
customize their scripts. We will
also look at FAQ sheets and how they
can help participants on a daily
basis.
Going Above and Beyond This
session will give participants 15
techniques for success and some ways
to customize their service.
Handling Objections During
this session, participants will
learn different ways to address
sales objections.
Closing the Sale Next,
participants will develop good
questions that can help them close a
sale.
Feelings During this session,
participants will work in pairs to
rewrite dry and less than
imaginative statements to show
empathy for their customers.
Changes in the Customer This
session will explore some ways that
customers have changed in the past
twenty years.
Negotiation Negotiation is a
key skill for call center success.
During this session, participants
will learn four things that they can
do to become better negotiators.
It's More Than Just a Phase
Next, participants will learn about
the four phases of negotiation and
some different types of negotiation.
High Impact Moments This
session will explore some situations
where you come into contact with a
client or customer at a time when
you can have a huge impact on them.
Tips for Chatty Callers
During this session, participants
will learn some ways to deal with
different caller types.
This is My Mentor, Roger This
case study will give participants a
chance to practice some of the
skills that they have learned so
far.
Phone Tag and Getting the Call
Back While today’s technology
can make it hard to reach a decision
maker, it also provides
opportunities. This session will
give participants some tools to deal
with phone tag.
Dealing with Difficult Customers
This session will give
participants nine easy techniques
for managing difficult customers. We
will also look at how to deal with
vulgarity.
Stress Busting We all need
techniques for managing the stress
in our lives. This session will
encourage participants to develop
some personalized ways to manage
stress.
News from Within During this
session, we will take brief look at
the inside workings of a call center
and how they are managed.
Wrapping Up As the workshop
comes to a close, participants will
work in small groups to create a
review activity for each other. We
will also review vocal exercises.
Workshop Wrap-Up At the end
of the day, students will have an
opportunity to ask questions and
fill out an action plan. |
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