Call Center Sales Training Course


Call Center Sales Training Course

Call Center Sales Training Course
 
Course Code CST2013
Qualification Certificate
Payment Options Upfront & Payment Plans
Delivery Online & Correspondence
Duration 25 Hours

 
Course Information

This course can be taken by individules or groups.  Discounts apply for group training.

Call Centers are here to stay, although their livelihood depends on sophisticated operations and well trained agents who can get through to people. This comprehensive sales training course will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which trainers will present explore in detail throughout this energising and practical workshop.

This training course will teach participants:

• The nuances of body language and verbal skills
• Aspects of verbal communication such as tone, cadence, and pitch
• Questioning and listening skills
• How to deliver bad news and say “no”
• Effective ways to negotiate 
• The importance of creating and delivering meaningful messages
• Tools to facilitate their communication 
• The value of personalizing their interactions and developing relationships
• Vocal techniques that will enhance their speech and communication ability
• Personalised techniques for managing stress

Course Outline

How to Use This Guide

Session One: Course Overview

Session Two: What’s Missing in Telephone Communication?

  • It’s Not What You Say; It’s How You Say It
  • In the Absence of Body Language
  • Session Three: Verbal Communication Techniques
  • Being Yourself and Sounding Your Best
  • A Service Image

Session Four: Who are Your Customers?

  • Define the Customer and Client
  • About Relationships

Session Five: To Serve and Delight

Session Six: Did You Hear Me?

  • Listening Skills
  • The Mission: To Listen

Session Seven: Asking the Right Questions

  • Open Questions vs. Closed Questions
  • Probing Techniques

Session Eight: Saying No

  • When We Say “No”
  • Delivering Bad News

Session Nine: Sales by Phone

  • Benefits of Telemarketing
  • Rapport Building

Session Ten: Taking Messages

  • Pen in Hand
  • Effective Messages

Session Eleven: Staying Out of Voice Mail Jail

Session Twelve: Closing Down the Voice

Session Thirteen: Cold and Warm Calls

  • The Cold Call
  • The Warm Call

Session Fourteen: Developing a Script

  • Scripting Techniques
  • Sample Script

Session Fifteen: Perfecting the Script

  • Making the Script Yours
  • Using Cheat Sheets

Session Sixteen: Going Above and Beyond

Fifteen Techniques for CCA Success

  • Customise Your Service

Session Seventeen: Handling Objections

Session Eighteen: Closing the Sale

Session Nineteen: Feelings

Session Twenty: Changes in the Customer

  • The Changing Customer
  • What the Customer Wants

Session Twenty-One: Negotiation Techniques

  • Mastering Negotiation Skills
  • Practicing Negotiation

Session Twenty-Two: It’s More Than Just a Phase

  • Phases of Negotiation
  • Negotiation Made Easier

Session Twenty-Three: High Impact Moments

  • Make It Count
  • Creating Case Studies

Session Twenty-Four: Tips for Challenging Callers

  • Tips and Tricks
  • Caller Behaviors
  • Up the Mountain

Session Twenty-Five: Dealing with Difficult Customers

  • Dealing with Problems
  • Dealing with Vulgarity

Session Twenty-Six: Phone Tag and Getting the Call Back

  • Phone Tag
  • Following Up

Session Twenty-Seven: This is My Mentor

Session Twenty-Eight: Stress Busting

Session Twenty-Nine: News from Within

  • Management Reports
  • Pre-Assignment Review
  • CCA Reports

Session Thirty: Wrapping Up

  • It’s a Wrap – Just About!
  • Debrief

Session Thirty-One: Close with Vocals

  • Recommended Reading List
  • Post-Course Assessment
  • Pre- and Post-Assessment Answer Keys
  • Personal Action Plan
Finance options

If you are an Australian citizen you may be eligible to receive financial support, meaning you can defer payment of your course fees. Additionally, if you are an Australian resident you may also be eligible to receive Abstudy/Austudy or Youth Allowance.

Student support

We live in a society where the pressures of daily living are high with financial expenses, personal and work commitments, and mortgage and rental obligations. Then there are the unexpected life challenges that also get thrown our way. With this in mind the thought of taking on study can be daunting for most people. Here at Learning Cloud we understand that life doesn’t run in a straight line it has many ups and downs.

As an enrolled student at Learning Cloud, you are entitled to access a variety of non-academic support services from the Student Services Unit. These supports are designed to walk beside you throughout your studies they will assist you in life’s ups and downs to provide you the best opportunity to successfully complete your chosen course.

STUDENT SERVICES PROGRAMS INCLUDE:

  • Careers Counselling Service
  • General Counselling Service
  • Disability Liaison Service
  • Retention & Engagement Service
  • Student Activities
  • Accommodation
  • Disabled Australian Apprentice Wage Subsidy (DAAWS)
  • E Counselling
  • Your-Tutor
  • Parent support
  • Reasonable Adjustment Plan (RAP)

Call our student support today on 1300 650 569 or Email Faculty

Get more information

Want more information about financial and student support? Fill out the enquiry form to the right and a study consultant will contact you with the details you need.

How will this course advance my career?

Learning Cloud programs have been developed in response to industry demand and are specifically designed to equip graduates with work-ready skills. Each participant will be trained and assessed in theory and in practical tasks and Real-world exercises are used throughout the program.

Studies prove, time and again, that college-educated workers earn more than those with only a high school qualification. College graduates often enjoy additional benefits, including greater job opportunities and promotions. Though the proof for greater earning potential exists, some might wonder whether the cost of the education warrants the overall expense in the long run.

College Graduate vs. Non-Graduate Earnings

The National Centre for Education Statistics (NCES) analyses employee earnings data biennially, according to education level. Findings indicate that workers with a qualification earn significantly more than those without. Since the mid-1980s, education has played a large part in potential wages, with bachelor's degree holders taking home an average of 66% more than those with only a high school diploma do. While college-educated workers' wages have increased over the past two decades, those with only a high school education have seen decreases in annual salaries in the same time period (nces.ed.gov).

How else will I benefit from studying with Learning Cloud?

  • Studying online or distance means you can study where you want and at your own pace.
  • Receive career-focused training with practical, hands-on learning.
  • All course materials are provided and all digital platforms are interactive, work on any device and designed to be fun.
  • Recognition of Prior Learning or Skills Recognition may be available for previous work experience, formal training or qualifications in this field.

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