Using the telephone effectively will enable the operator to overcome problems which customers may have, and will greatly enhance the chances of selling.

Selling over the telephone is becoming more popular as it saves time, and with reference to a website, gives the product or service greater scope.

Workshops normally include the use of a recording device called a “tele-trainer”, which enables participants to hear themselves, and observers to critique effectively.

Outcomes

• Understand there is “visual” over the telephone.

• Identify the different personality styles when communicating on the telephone.

• Understand how to manage challenging calls and diffuse certain crisis.

• Develop skills to reach agreement over the telephone.

Coverage Items

• Demonstrate the visual which is critical when speaking to customers.

• What is customer service, and how to implement?

• The essentials in building rapport with customers.

• Correct questioning and listening techniques to understand customer needs.

• Identifying the different personality styles experienced through verbal communication.

• Listing of features and benefits to encourage new customers and retaining existing
  customers.

• Handling difficult questions and objections efficiently and effectively.

• Reaching agreement with the customer to proceed to the next step i.e. make
  appointment, send information out, close the sale etc.

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