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Telephone Techniques
A Course in The Effective Use of The Telephone
Course Overview:
The telephone is a vital tool in the business environment. No appointment can be made without that effective first telephone call. This course sets out to provide a stream of ideas to improve awareness and provide the basic tools to achieve effective results on the telephone.
Method:
A Practical course involving role-plays and using the telephone. A video may be used and practical scripts applicable to each delegate will be written for use after the course.
Who Should Attend:
Everyone whose role involves using the telephone.
COURSE CONTENT
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Introduction Exercise types of Communication
Problems of Communication
Exercise Descriptive language
Exercise the Telephone
The Incoming Call Exercise Stock Answers
First Impressions
Information Needed
Equipment required
Communication Skills Your voice
Exercise non verbal communication
RSVP
Listening
Why people do not listen
10 Commandments for good listening
Pre-Call Planning Checklist, The basics |
Reasons for Losing Customers Selling a service, the classic differentiators The benefit concept
First Impressions Receiving a Call Being reactive
The Structure
Handling Objections Welcoming objections
A.E.A
Closing Techniques
Dealing with complaints
Agenda Personal Action Points List
Checklists
The 'Paperwork'
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