A custom
designed training course will be developed for your unique needs. Along with the student
manual, a Leader's Guide will provide a complete training package. The following summary
is an example of the course outline. Other modules can be designed to fit your needs.
Click
here for individual pricing on training program books
First Impressions
A course for all employees, from receptionist to accounting professional. Teaches methods
for receiving, transferring, and handling all types of calls.
Basic Telemarketing Principles
Entry level telemarketing skills needed for profitable telephone communication. A course
for the "doing" of telemarketing.
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PROFESSIONAL TELEPHONE SELLING SKILLS
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· Roots
· Your
Part
· Competencies
· The
Company Goals
· Your
Goals
· Attitude
· Coping
with Stress |
I. FIRST PERSON FOCUS
This Segment focuses on the skills
necessary for professional sales expertise. At the end of this
session, the participants will be able to:
- Compare the competencies of a business
professional with those of the sales professional.
- List the characteristics of the sales
professional.
- Understand the responsibility of your position.
- Utilize goal-setting techniques.
- Utilize techniques for stress reduction.
O
U
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· Introduction
· Where
Do You Fit?
· The
Two-Sided Coin
· The
Right Card
· Observable
Characteristics
· A
Capsule
· Behavioral
Flexibility
· Style
Modification
· Success
Strategies
· The
Telephone
· Action
Plan |
II. SECOND PERSON FOCUS
- Recognize the caller's communication style.
- Use this knowledge to relate better to customers and face-to-face with others.
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· Your
Professional Image
· Professional
Speaking
· Communication
Tips
· Listening
Skills
· Listening
to Customers |
III. COMMUNICATION POINTS
This Segment focuses on the skills
needed for professional service and problem-solving with the customer.
At the end of this session, the participants will be able to:
- Use the techniques for better speech delivery.
- List the components of a professional telephone
voice.
- List the essentials of a professional communicator.
- List the techniques for effective listening.
O
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· Introduction
· Before You Pick Up the
Phone
· The Players
· You Have the Decision
Maker
· Your Selling Skills
· The Focus
· Important News
· The Sales Message
· Mental Preparation
· Closing Skills
· Objections |
IV. TELEPHONE SELLING
This Segment focuses on professional
selling skills designed to achieve results with current customers, inactive customers, and prospects. At the end of this session, the
participants will be able to:
- Understand the basic selling steps.
- Respond in a positive manner to objections.
- Sell the products of your company in a
professional manner.
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Advanced Telephone Selling
Skills
This hard-hitting course will benefit the experienced inside sales person or customer
service representative.
Banking and Financial Services
Telemarketing skills for employees of banks and financial institutions. Teaches
professional skill development for marketing or platform staff, branch managers, and other
responsible for achieving revenue objectives.
Healthcare Industry
Telemarketing skills for marketers of healthcare products. Combines referral development
skills and telephone professionalism to maximize results.
Customer Service Representative Training
This course enables participants to increase orders, resolve problems, and reflect a high
image of service to your customer.
The Telemarketing Manager
This course covers all the components of managing an existing
telemarketing department, from skill development to hiring, selection, and
motivation. This course, designed for marketing managers, covers
telemarketing applications, methodology, and revenue-to-expense
projections. Includes:
I. MANAGING FOR RESULTS
- Subordinates' Job
- Managerial Functions
- Tracking Logs
- MBO
- The Power of Goals
- Personnel Records
II. HIRING & SELECTION
- Recruitment
- Recruiting Standards
- Hiring Personnel for Telemarketing
- Qualification Rating Scale Analysis
- The Face-to-face Interview
- Sample Response Letters
- Employee Orientation
III. PERSONNEL DEVELOPMENT
- Techniques for Selecting Productive Employees
- Create A Winning Environment For Success
- Techniques for Improving Performance
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Once your department is up and running, you will be
provided with Reference Manuals in order to maintain the operation. Click here
to view Telemarketing Reference Manuals.
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