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Call Centre Training : Mastering The Art of Professional Phone Conversations

By: Mobile Training and Consulting Limited

Lagos State, Nigeria

08 - 08 Feb, 2019 

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NGN 50,000

Call Center Course Outline:

Module One: Getting Started

  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives

Module Two: The Basics (I)

  • Defining Buying Motives
  • Establishing a Call Strategy
  • Prospecting
  • Qualifying
  • Case Study
  • Review Questions

Module Three: The Basics (II)

  • Getting Beyond The Gate Keeper
  • Controlling The Call
  • Difficult Customers
  • Reporting
  • Case Study
  • Review Questions

Module Four: Phone Etiquette

  • Preparation
  • Building Rapport
  • Speaking Clearly - Tone of Voice
  • Effective Listening
  • Case Study
  • Review Questions

Module Five: Tools

  • Self Assessments
  • Utilizing Sales Scripts
  • Making the Script Your Own
  • The Sales Dashboard
  • Case Study
  • Review Questions

Module Six: Speaking Like a Star

 

  • S = Situation
  • T= Task
  • A= Action
  • R = Result
  • Case Study
  • Review Questions

Module Seven: Types of Questions

  • Open Questions
  • Closed Question
  • Ignorant Redirection
  • Positive Redirection
  • Negative Redirection
  • Multiple Choice Redirection
  • Case Study
  • Review Questions

Module Eight: Benchmarking

  • Benchmark Metrics
  • Performance Breakdown
  • Implementing Improvements
  • Benefits
  • Case Study
  • Review Questions

Module Nine: Goal Setting

  • The Importance of Goals
  • SMART Goals
  • Staying Committed
  • Motivation
  • Overcoming Limitations
  • Case Study
  • Review Questions

Module Ten: Key Steps

  • Six Success Factors
  • Staying Customer Focused
  • The Art of Telephone Persuasion
  • Telephone Selling Techniques
  • Case Study
  • Review Questions

Module Eleven: Closing

 

  • Knowing When it"s Time to Close
  • Closing Techniques
  • Maintaining the Relationship
  • After the Sale
  • Case Study
  • Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations
Lagos Feb 08 - 08 Feb, 2019

Registration: 00:00:am - 11:55:am

Class Session: 09:00:am - 03:00:am

NGN 50,000.00 + 2,500.00 (VAT)
(Convert Currency)

Mr Shedrach Efedi 08023003909

Dr Adeaga