Contact Center Selling

AUDIENCE: Call Center Consultants or Representatives

LENGTH: 2 Days

PURPOSE: The objectives of this conference are to prepare call center consultants to meet the customer service expectations of callers on inbound calls, to initiate sales or referrals as appropriate on inbound calls, and to make proactive and client focused outbound telesales. Some modules are specific to outbound teleconsultants only.

Participants will be able to:

  • Establish caller rapport quickly with callers of varying personality types
  • Identify caller objectives and tailor benefits to the caller
  • Profile callers by asking effective questions
  • Respond effectively to service complaints and irate clients
  • Anticipate and prevent expected sales resistance such as fee sensitivity
  • Establish product value beyond rate or price
  • Achieve next step caller action to close sales or make referrals
  • Organize their selling efforts and manage sales goals systematically on a daily basis
  • Avoid "product dumping" by talking less and listening more
  • Develop, test and practice client centered telemarketing conversation scripts
  • Resolve service delivery issues and complaints

Methodology:

Your in-house trainers will conduct these conferences for all call center consultants as needed.

This conference will focus on a combination of fundamental selling and service skills such as selling benefits and using questions effectively plus telemarketing and teleconsulting skills such as creating rapport by phone, qualifying callers quickly and writing client centered conversation scripts. The course will involve a high degree of practice and instructor coaching.