The
program aims to equip participants with the knowledge and skills necessary to
enhance the sales skills and capabilities of both new employees and those
working in call centers, based on global best practices in various business
sectors, such as banking services, entertainment channels, computer hardware
and software applications, healthcare services, insurance services, hotels,
outsourcing services, tourism companies, airlines, automotive industry,
consumer products, transportation and logistics companies, pharmaceutical
companies, and others.
By the end of this course, participants will be able to:
•
Recognize the call center industry,
its terms, and techniques.
•
Understand the fundamental concepts of
telephone sales.
•
Identify the roadmap for inbound and
outbound sales calls.
•
Manage time and pressure in a call
center environment.
- History of the call center industry.
- Types, terminology, techniques, and indicators of call centers.
- Characteristics and attributes of telephone sales call center employees.
- Brand identity.
- Definition of customer service and why it matters.
- Customer expectations.
- Causes of poor customer service.
- What callers expect from us.
- Definition of communication and its barriers.
- How people interact face-to-face and over the phone.
- Definition and evolution of the sales process.
- Sales process, pillars, and techniques in telephone sales centers.
- Sales philosophy and motivators.
- Challenges of outbound calls.
- Responsibilities and tasks of sellers in call centers.
- Common sales mistakes in telephone sales.
- Product features, specifications, and benefits.
- Overcoming and handling customer objections.
- Individual sales methodology.
- Sales opportunity stages.
- Vertical and horizontal sales.
- Seizing sales opportunities.
- Preparing the mind and behavior: Defining behavior, the importance of behavior, positive behavior, behavior development, and sports behavior.
- Skillset preparation: Introduction and closure, telephone etiquette techniques, listening and communication skills, negotiation and presentation skills.
- Skillset preparation: Call control skills, question-asking techniques, closing the sales process.
- Tools preparation: Types of industries, types of calls, customer patterns, system and software utilization.
- Handling time and pressure in a call center environment.