Customer Service Skills: High Level Telephone Skills

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Course Overview

This inspirational two day workshop is packed full of fresh concepts and strategies that are guaranteed to maximise your sales success when selling over the telephone. This workshop covers advanced telephone sales skills that will help you to attract new business and manage existing accounts.

The main focus of the two days is relationship building and adopting an approach that is centred on achieving sales through world-class service. This approach will help you to secure fresh business and also attract and retain loyal and profitable customers.

These two days are very interactive, upbeat and engaging. Learning objectives are achieved through self-assessment, action planning, coaching, reflection, discussion and practice. Every skill and concept explored will be brought to life so you can clearly see how you will apply your learning to your sales role.

Audience

Established telesales representatives who sell to new and existing customers, and experienced sales people who occasionally manage accounts by telephone. First level sales skills are assumed and will not be covered in great detail on this course.

Skills Gained

By the end of this course you will be able to:

• Understand the psychology behind the modern day purchasing decisions that your customers make.
• Recognise how to make a positive connection with every customer every time.
• Develop a telesales strategy that attracts and rewards loyal customers.
• Handle every objection professionally and productively.
• Turn complaints into sales opportunities.
• Manage challenging customer behaviour.
• Work with a sales process that focuses on helping the customer to buy rather than the outdated hard sell.
• Be aware of your own strengths, limitations, motivators and work motivators.
• Identify clearly areas for your future development.

Prerequisites

None.

Course Outline

Sales Through Service - It's the Only Way

• What do customers want from a service or solution provider?
• How do customers think and feel when they are buying a product or service?
• Your role in helping customers to buy from you

Powerful Communication - How to be Heard

• High level questioning skills
• Advanced and creative listening skills
• Presenting a win/win solution
• Influencing skills

Building the Relationship - Getting it Right Every Time

• Managing our mindset: the self fulfilling prophecy
• Understanding and respecting the customer's emotional needs
• Language and voice skills to build rapport
• Turning a complaint into a positive sales interaction
• Managing challenging customer behaviour

The Sales Process - Structure versus Script

• Goal and outcome setting
• The sales process meets the buying process
• The powerful call opening
• Structure and positioning
• Questions that get real answers; identifying the need
• Identify cross-selling opportunities
• When and how to close
• Objection handling

Planning for Customer Retention

• Developing after sales strategies
• Rewarding and attracting customer loyalty
• How to influence customer service strategies

Customer Service Skills: High Level Telephone Skills / HLT