The aim of this customised programme is to help delegates develop the confidence and skills to enable them to consistently implement successful outbound telephone call activities and projects on a regular basis. This programme will aim to help delegates embrace a positive shift in culture from re-active service provision to pro-active service, customer care and identifying and acting upon new business development opportunities.
What you will learn
Customer service is the cornerstone of a solid, thriving business. In commercial business terms, it costs up to hirty times more to get a new customer than it does to service and maintain the satisfaction and loyalty of existing ones. In order to understand our customers needs more closely, we need to develop closer, more personal business relationships with them, both on the phone and face to face.
This introductory module will take the delegates through the fundamentals of professional ‘warm-calling’ telephone sales and service practice, including proven tips and techniques on appointment setting and understanding and managing the ‘marketing cycle’ and ‘sales cycle’.
Using the experience gained from a few weeks activity after completion of day one, the team will come back together to discuss and put into practice, with simulated role-play, contemporary techniques required for making productive outbound ‘cold’ telephone sales calls. This enables better results to be achieved through the use of correct structures and control techniques.