Call Center Sales Training

MODULE 1: CALL CENTER 101: THE DYNAMICS OF CALL CENTERS:

• Understanding the dynamic Call Centre Industry in South Africa
• Today’s customer contact environment
• The Characteristics of a Successful Sales Person
• Building my Long Term Personal Brand
• The Millennial mind-set and working in a Call Centre Sales Environment

MODULE 2: THE PSYCHOLOGY OF SALES:

• Entering the New era of Customer Relationship
  • Psychology 101 – What the new age customer demands
  • The Psychology of Sales
  • The Botox Effect and Mirroring of Emotions
• The Sales Process
  • The importance and understanding of the process
  • Sales Techniques: The Dating Process
  • Attention to service and the importance of follow up’s
  • Closing Techniques

MODULE 3: CALL CENTER TELEPHONE ETIQUETTE:

• Defining and understanding Telephone Etiquette and Efficiency
• The importance of answering calls promptly and professionally
• Standardized Greetings: The importance of building a brand and professionalism
• The significance in keeping customers informed at all times
• Using Positive language
• Language and words to avoid
• Hearing my voice, pronunciation and language and how we meet at the centre of professionalism
• Asking open ended questions, getting the most out of each call
• Dealing with confidential and non-disclosed information
• How to leave a legacy: closing conversations and sales techniques
• First and Last impressions matter most

MODULE 4: CUSTOMER RELATIONSHIPS & DEALING WITH EMOTIONS:

• Customer Care
  • Understanding customers’ real underlying expectations and meeting it
  • Emotional Attunement – The fine art of reading and dealing with customers emotions
  • Service orientation. Anticipating, recognizing and meeting clients’ needs
• Conflict Resolution
  • “Getting comfortable with Conflict”
  • The 5 Modes of Conflict
  • 3 Categories of Conflict
  • Tools for dealing with Angry and Unreasonable Clients
  • Understanding Misdirected Anger from different perspectives
  • Holding emotions and allowing Clients to vent
  • Containing emotions, not owning emotions
  • Dealing with complaints and finding reasonable solutions
• Understanding Criticism
  • Coping with being on the receiving end of Criticism
  • The Essential Toolkit for NOT taking things personally
  • The fine art of deflection and triangulation
  • Pity, empathy, sympathy and compassion – what to use and when?
• Assertiveness Skills
  • Healthy assertiveness vs Aggression
  • Tools for Assertive communication
• Communication skills
  • Selective, Defensive and Listening with the intend to reply
  • Non-verbal communication for Call Centres
  • The Art of making a client feels heard and understood
  • Respectful Etiquette and use of language in communication
• The Psychology of Persuasion and Influence
  • Understanding what Personality you dealing with
  • The Psychology of making customers feels Empowered
  • The Art of Persuasion and Influence

MODULE 5: AN INTRODUCTION TO UP-SELLING:

• An Introduction and Overview to Up-selling

MODULE 6: CONCLUSION:

• Taking accountability, my responsibility
• My Commitment Pledge and Personal Development Plan

Course duration:
2 days (customisable)

Who should attend:

• Call Centre Staff
• Call Centre Sales Representatives
• Call Centre Team Leaders and Supervisors
• Customer Service Representatives
• Sales Order/ Desk Representatives
• Online Sales or Service Representatives

Other Call Center Training Modules Available:

• Call Center Training (Holistic Approach)
• Workforce Management Call Center Training (WFM)

All modules are fully customisable and can be integrated to suit your specific requirements