Call Center Training: Sales and Customer Service - PD Training

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Learn Proven Techniques for Successful Telephone-Based Sales and Customer Service Staff If your organization uses an outbound or inbound telesales team, then you can stay ahead of the competition by having your representatives undergo PD Training’s Sales and Customer Service training course. After the training is completed, participants will think and act like sales professionals, which can lead to improved sales, excellent customer service and better customer loyalty. Participants will learn how to ask the appropriate questions and effectively determine what is vital to the callers, know how to use specific aspects of verbal communication such as tone, cadence, and pitch, realize the value of personalizing interactions and developing relationships and much more.

Download Sales and Customer Service Training for Call Centers Outline

This training course is now available in Malaysia and Kuala Lumpur.

Training courses for Sales Training

This Sales and Customer Service training course can be delivered at your premises by one of our expert local or international trainers or live online using our HIVE technology. Click on the In-house tab below to generate an instant quote.

How You And Your Team Will Benefit From This Training By the end of this course, participants will be able to: Understand the nuances of body language and verbal skills, which are so important in conversations that do not have a face-to-face element. Learn aspects of verbal communication such as tone, cadence, and pitch. Demonstrate an understanding of questioning and listening skills. Acquire comfort with delivering bad news and saying no. Learn effective ways to negotiate. Understand the importance of creating and delivering meaningful messages. Use tools to facilitate communication. Realize the value of personalizing interactions and developing relationships. Practice vocal techniques that enhance speech and communication ability. Personalize techniques for managing stress.

Here Are Just Some Of The Skills You'll Learn Sales and Customer Service Training for Call Centers - Lesson 1 Introduction Icebreaker Housekeeping Items The Parking Lot Workshop Objectives

Sales and Customer Service Training for Call Centers - Lesson 2 What's Missing in Telephone Communications? It's Not What You Say; It's How You Say It In the Absence of Body Language

Sales and Customer Service Training for Call Centers - Lesson 3 Verbal Communications Techniques Being Yourself and Sounding Your Best A Service Image

Sales and Customer Service Training for Call Centers - Lesson 4 Who are Your Customers? Define the Customer & Client About Relationships

Sales and Customer Service Training for Call Centers - Lesson 5 To Serve & Delight What You Say and What it Means Planning the Ideal Answer

Sales and Customer Service Training for Call Centers - Lesson 6 Did You Hear Me? Listening Skills The Mission: To Listen

Sales and Customer Service Training for Call Centers - Lesson 7 Asking the Right Questions Open Questions vs. Closed Questions Probing Techniques

Sales and Customer Service Training for Call Centers - Lesson 8 Saying No When We Say "No" Delivering Bad News Debrief

Sales and Customer Service Training for Call Centers - Lesson 9 Sales by Phone Benefits of Telemarketing Rapport Building

Sales and Customer Service Training for Call Centers - Lesson 10 Taking Messages Pen in Hand Effective Messages

Sales and Customer Service Training for Call Centers - Lesson 11 Staying Out of Voice Mail Jail Voice Mail Etiquette Debrief

Sales and Customer Service Training for Call Centers - Lesson 12 Closing Down the Voice Hyoid Limbering Hum Sighing The Diaphragmatic Breath

Sales and Customer Service Training for Call Centers - Lesson 13 Cold & Warm Calls The Cold Call The Warm Call

Sales and Customer Service Training for Call Centers - Lesson 14 Developing a Script Scripting Techniques Sample Script

Sales and Customer Service Training for Call Centers - Lesson 15 Perfecting the Script Making the Script Yours Using Cheat Sheets

Sales and Customer Service Training for Call Centers - Lesson 16 Going Above & Beyond Fifteen Techniques for CCA Success Debrief Customize Your Service

Sales and Customer Service Training for Call Centers - Lesson 17 Handling Objections I Object! Debrief

Sales and Customer Service Training for Call Centers - Lesson 18 Closing the Sale The Closing Phrase Debrief

Sales and Customer Service Training for Call Centers - Lesson 19 Feelings Feels Like a Winner! Presentations

Sales and Customer Service Training for Call Centers - Lesson 20 Changes in the Customer The Changing Customer What the Customer Wants

Sales and Customer Service Training for Call Centers - Lesson 21 Negotiation Techniques Mastering Negotiation Skills Practicing Negotiation

Sales and Customer Service Training for Call Centers - Lesson 22 It's More Than Just a Phase Phases of Negotiation Negotiation Made Easier Debrief

Sales and Customer Service Training for Call Centers - Lesson 23 High Impact Moments Make it Count Creating Case Studies Presenting Real Life!

Sales and Customer Service Training for Call Centers - Lesson 24 Tips for Challenging Callers Tips and Tricks Caller Behaviors Debrief Up the Mountain

Sales and Customer Service Training for Call Centers - Lesson 25 Dealing with Difficult Customers Dealing with Problems Dealing with Vulgarity

Sales and Customer Service Training for Call Centers - Lesson 26 Phone Tag & Getting the Call Back Phone Tag Following Up

Sales and Customer Service Training for Call Centers - Lesson 27 This is My Mentor Case Study Debrief

Sales and Customer Service Training for Call Centers - Lesson 28 Stress Busting Stress Busting Card Game Managing Your Day

Sales and Customer Service Training for Call Centers - Lesson 29 News from Within Management Reports Pre-Assignment Review CCA Reports

Sales and Customer Service Training for Call Centers - Lesson 30 Wrapping Up It's a Wrap - Just About! Questions & Answers Debrief

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IN-HOUSE TRAINING

Why In-House training? Flexible length - sessions as short as 1 hour

Certificate of Completion (always available in the App)

Cost effective - great group pricing

Excellent Team Building Opportunity

Greatest impact in the shortest time

Comprehensive courseware as books (& available in the App)

WHEN YOU BOOK AN IN-HOUSE COURSE WITH PD TRAINING YOU CAN EXPECT:

To be Engaged all day

An Outstanding Trainer

Focussed on you

Refresher Course $0

Activities and discussion for engaged learning all day.

On average PDT trainers have 15 years industry experience 7 years training experience.

We always tailor activities and scenarios to be relevant to you.

In-House and Public Class participants are welcome to join a public class in the same topic for 12 months.

1/2 Price Coaching

Acclaimed Provider

Multi-modal Reinforcement

We all know the importance of reinforcement, so we'll come back within 90 days of the original course 1/2 price.

The confidence of booking with an acclaimed multi national training company

Support, reinforcement & extension eLearning and videos in the App.

LEARN MORE ABOUT ORGMENTA

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WHAT PREVIOUS PARTICIPANTS SAY ABOUT OUR SALES AND CUSTOMER SERVICE TRAINING FOR CALL CENTERS

The trainer was very committed to deliver the content even with time

Thank you for providing the training. It is informative and helpful to

limitation. He was sensitive to the class's response and question and tried

understand my personal style and improve from there.

his best to answer them.

Cisco

Cisco

The course content is precisely what I'm looking for. I'm very impressed

The trainer is good, skillful and give lots of suggestions that might be useful

with the flexibility of the training house and the trainer to customize this one

in the workplace.

day class to 3 hours power session for us. The group activities are relevant

Curtin University

to situations that we sometime face, the short phrases shared by Jack are thoughts provoking, the LDP profile report is a self-discovery for me, it helps me to see my blind spots. Overall, I'm very satisfied with this class, and will recommend this to other functions/regions within Cisco. Cisco

sporting trainer and give tips for improvements

The trainer was awesome. Really motivated me in the process. Thanks Jack

Petronas

IDS Medical System

the training was good and the trainer did a good job by giving us chance in role play! Good Job Jack IDS Medical System

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