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Telemarketing MAIN
Telemarketing Training
PROGRAMS
Consulting Overview | Consulting Components | "How To" Library  |  Services

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.

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:

  1. Compare the competencies of a business professional with those of the sales professional.
  2. List the characteristics of the sales professional.
  3. Understand the responsibility of your position.
  4. Utilize goal-setting techniques.
  5. Utilize techniques for stress reduction.
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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

  1. Recognize the caller's communication style.
  2. 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:

  1. Use the techniques for better speech delivery.
  2. List the components of a professional telephone voice.
  3. List the essentials of a professional communicator.
  4. List the techniques for effective listening.
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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:

  1. Understand the basic selling steps.
  2. Respond in a positive manner to objections.
  3. Sell the products of your company in a professional manner.

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
  1. Subordinates' Job
  2. Managerial Functions
  3. Tracking Logs
  4. MBO
  5. The Power of Goals
  6. Personnel Records
II. HIRING & SELECTION
  1. Recruitment
  2. Recruiting Standards
  3. Hiring Personnel for Telemarketing
  4. Qualification Rating Scale Analysis
  5. The Face-to-face Interview
  6. Sample Response Letters
  7. Employee Orientation
III. PERSONNEL DEVELOPMENT
  1. Techniques for Selecting Productive Employees
  2. Create A Winning Environment For Success
  3. Techniques for Improving Performance
  • 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.

Guilbert Associates
7739 Burkey Drive
Reynoldsburg, OH 43068
Phone: (800) 276-0006
E-mail:
info@telemarketinghelp.com
1998 Guilbert Associates
All rights reserved.
Last modified: November 17, 2009

A Guilbert Associates Project