Online Call Center Sales Training Course

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