Contact centre selling skills

Selling In A Demanding Environment

Who Should Attend And Why

This workshop is aimed at all call centre staff who are involved in reactive and proactive sales. The workshop offers delegates a very practical approach to their skills in a telephone-selling environment. It highlights the need for excellent communication skills in a very specific telesales environment, which leads to customer satisfaction and sales by promoting a service attitude. Using a mixture of lectures, workshops and coaching sessions including discussion and role-play exercises, delegates gain confidence in mastering new skills and improve their current skill base.

Winning a customer is not about celebrating a victory over them but more a comment on the excellent relationship that you create with them.

By The End Of The Workshop Participants Will Be Able To:

Develop and build upon their rapport building skills

Effectively handle, and overcome, objections

Stay motivated and project a genuine caring attitude

Win customer loyalty and repeat business

Workshop Overview

The Introduction
how to make yours count
using the flexibility of your voice to achieve an impact of professionalism and confidence

The Communication Process
understanding the elements that are required for effective communication
how to apply the elements to ensure positive results

The Pitfalls of Communication
how to ensure your message is not misinterpreted
eradicating words, tones and gestures that conflict with or change your meaning

Active Listening
removing assumptions and barriers to develop active listening skills
understand the importance of listening to both fact and customer emotions
spotting opportunities for add-on sales through active listening

Rapport Building
understanding the importance of building rapport with customers
find out the three stages of effective rapport building and how to apply them

Assertive Communication
find out the difference between aggression and assertion
learn how to communicate thoughts, feelings and emotions without them being perceived as an attack

Putting Your Case Across
learn how to describe your product/service with interest
find out how to help your customer understand the benefits of your product / service and the advantages of using them

Effective Questioning
understand the importance of using effective questions to establish the real needs of the customer
learn the difference between open, closed, checking and pre-closing questions - and know when to use them

The Close
learn why the real art of closing lies in the natural process of effective communication
how to avoid points of tension and conflict that may result in the customer feeling pressured into a close

Directing Conversations
learn how to build bridges that will help you direct your conversation
find out how to control and guide your customer to a positive conclusion

Overcoming Objections
find out how to deal effectively with complaints, criticism and objections
learn how to professionally manage your customer through a proven strategy