How to benefit from the course -
First impressions
- How you sound
- Developing rapport
- Caller expectations
- Difficult calls
- Gaining commitment
First Impressions
- Why they count
- Before they speak
- Listening for clues
How you Sound
- Choosing state of mind
- Developing your voice
- Getting feedback
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Developing Rapport
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Liking
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Thinking style
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Personality style
Caller Expectations
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Best possible outcome -
Exceeding expectations
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Planning and preparation
Difficult calls
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The callers perspective
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Communicating empathy
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Owning the solution
Gaining Commitment
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Recognise buying signals
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Turn around objections
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Helping them decide
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Retain commitment
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Arrangements
Audience - Sales and Customer Service people who are responsible for handling
enquiries and taking orders. Length - One day
Class size - Up to twenty
Learning - Lecture, discussion,
framework development, simulation exercises, applying methods to current
requirements and projects. Includes pre-course materials, in-course materials,
planning tools, evaluations, aid memoirs, online resources, and career long access to expert advice.
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Outcomes
After completing this course participants will:
Know how to managing first impressions
Know how to develop their voice
Understand how to create rapport fast
Understand how to exceed caller expectations
Know how to handle difficult calls
Know how to reduce buying resistance
Understand how to turn around objections
Understand how to gain commitment
Understand how to ensure completion
Contact us
Dates and Reservations |
