Training program Telephone Skills 1

 

Duration:              2 days consecutive

Timing:                  09.00 a.m. - 05.00 p.m.

 

 

Objectives:

After the course participants will be able to:

·          Build rapport on the telephone

·          Communicate effectively through excellent questioning and listening

·          Convince people when needed

·          Demonstrate professional telephone skills at all times

·          Close deals actively

·          Deal with difficult customers

·          Handle objections and complaints

·          Give bad news effectively

·          Avoid all telephone communication pitfalls

 

Indicative program:

·          Objectives goals

·          Communication, rapport, telephone skills, (dis-)advantages of communicating by phone

·          Questioning, listening, summarising, deeper questioning

§  Find out the needs of the other person

§  Influence the need

§  Increase the need for what you have

§  Decrease the need for the rest

·          Empathise

·          Collect the info given

·          Telephone procedures

§  In- and outbound calls

§  Putting on hold and putting through

§  Taking messages and making appointments for colleagues

·          Present solutions effectively (benefits)

·          Am I “phonogenic”

·          Dealing with difficult customers

·          Telephone pitfalls

·          Closing the deal

·          Closing the call, agreement of next steps, hanging up

 

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