Call Center Sales Training

Designed and Facilitated by a Registered Clinical Psychologist

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
    • Understanding and working with the 36 Step PG Group 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:

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

Contact us for more information or to book training

e: tarryn@indawo.africa