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Solution focused... ...return on investment driven

Closing Incoming Calls

How many calls get past you every day? When you said to yourself, I should have closed that one?

Overview:
This is a high-energy training day that utilises group work, syndicate activity and skills practice.


It takes participants beyond answering telephone calls from customers.


It gives them a structure to use and techniques to apply, which adds value for the customer and results in increased sales for the organisation.

Suitable for:
Inexperienced or low-performing staff will benefit from being able to use this call structure to close more positive customer decisions.


Successful staff will appreciate a way to make their calls more efficient, if not more effective.

The Programme Topic Areas are:
• How incoming calls are typically handled
• The six-step conversation structure
• Consider what is involved in each of the six steps
• Make telephone conversation’s utilising the six steps and then call analysis
• Your current level of telephone skill is explored ready for live application by the delegates
• Delegates then select typical customer calls and write their own telephone conversations in script form
• The scripts are then recorded and played back or read out to reinforce the learning
• Standards, skills and detailed techniques are reinforced in readiness for application in the workplace.
• Summary and action plans agreed



Related:

Team Building

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