Topics covered include:

• The service our callers expect
• Listening effectively & giving direction over the phone
• Questioning techniques & understanding other people

The post Call Centre Skills appeared first on Cosmitto.

Topics covered include:

• Handling difficult customers
• Telephone irritants – what actions contribute to customer dissatisfaction?
• Answering the telephone – preparation, greetings, multiple calls
• Positive attitude – can do phrases

The post Telephone Techniques appeared first on Cosmitto.

A professional telephone technique is crucial to your sales process. This course teaches the essential elements of successful telesales calls. By the end of the course, attendees will have scripted their perfect sales pitch which will entice and interest customers, allow them to be able to handle any objections and close more sales.

Learning outcomes

• Key strategies to get the most from this powerful business and communication tool and how to follow the ‘laws of success’ in telesales
• Pinpoint prospecting and identifying the real decision maker so you put the odds of success in your favour
• Navigate past gatekeepers and other obstacles with ease to get to the right person
• The critical first seconds of any call and how to start a call the right way so that your prospect will WANT to hear more
• How to build rapport by quickly ‘breaking the ice’
• Understanding and implementing the all important ‘five Cs’ of sales and the steps to follow to make a winning call
• How to become the perfect listener and why listening is so important
• Knowing the perfect time to go for the close and understanding any objections and how they affect your sale
• Maximise success by orchestrating strategies to make a successful close
• Using and identifying which scripts to use and when
• Making the best use of time and building consistent sales strategies for long-term telesales success
• Implementing your new telesales skills and techniques in an action plan

The post Telesales Training appeared first on Cosmitto.

This training helps call centre agents to make the most of their phone-based work. It shares the best ways to listen and be heard, and incorporates elements of sales and customer service in detail. Practical and energising, this three-day workshop is interactive, engaging and fun. We encourage participation to make the training dynamic and enjoyable for all attendees.

Learning outcomes

• The nuances of body language and verbal skills and how they apply in a call centre environment
• Aspects of verbal communication such as tone, cadence, and pitch which can guide the result of your call
• Questioning and listening skills which are missing in modern telephone communication
• How to deliver bad news and say “no” without losing a customer
• Effective ways to negotiate with customers over the phone
• The importance of creating and delivering meaningful messages over the phone and via voicemail
• The value of personalising interactions and developing relationships with customers
• Vocal techniques that will enhance speech and communication abilities
• Personalised techniques for managing the stress of working in a call centre

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