Telephone Effectiveness

By S.N.L.

Take a look at all the features that separate us from other Telephone Technique training courses. All our training courses can be tailored to suit your individual needs.

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.

Duration: 1 day

COURSE CONTENT

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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Telephone Effectiveness

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* This course can be tailored to meet your exact requirement!

* One-to-One Telephone Effectiveness courses available!

* Group Telephone Effectiveness courses available at discount prices!

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