Overview/Description
How many times have you attempted to get your point across over the phone, only for it to end up unsuccessful? Would you like to improve your conversational skills? When you work through this course, you will learn how to save your and your customer's time. Learn which principles and techniques of selling, professional presentation approaches, and telemarketing laws apply to you. Using your time efficiently is important because time is money! Remember this course is dependent on the previous call centre courses; to be a good sales rep, you need a combination of communication and customer service skills.
Target Audience
This series is targeted for new, front-line agents at a call centre.
recognise the benefits of following proper telephone sales principles and techniques.
identify the tasks involved in planning a telephone sales call.
use the proper techniques to close a telephone sale successfully.
identify the information you should gather to complete a call report for follow-up calls.
use the appropriate questions and comments to complete each task in a telephone sales presentation.
apply the appropriate telephone sales call methods that enable you to ensure the customer is a decision-maker who has a need for your product or service.
identify the tasks a call centre agent must complete to successfully use a telephone sales script.
Telemarketing Laws and Standards
recognise the benefits of following The Telemarketing Code of Practice and Distance Selling Regulations.
classify key points as either from The Telemarketing Code of Practice or Distance Selling Regulations.
in a given scenario, choose call centre activities that are in compliance with industry regulations and standards.