Successful Telephone Techniques

Stehle Associates
London, United Kingdom

Course Format: Classroom | E-learning | Virtual Class | Online/Live | On-site/In-house | Blended | Self-paced

Course Description:

'' Some days it can be really difficult to maintain a positive outlook. Everyone you phone seems to have got out of the wrong side of the bed and is especially difficult, or perhaps is just uninterested in what you are offering no matter how hard you try.

You begin to feel personally rejected and it is so easy to let this feeling colour subsequent calls.

This course will help you to develop a positive outlook that will carry you through such days. It teaches how to handle the stress that arises from unsuccessful outgoing calls and how to build a rapport with customers that will improve your chances of gaining business.

Who should attend:

This course is aimed principally at staff whose job role requires that they spend a significant portion of their time making outgoing telephone calls to customers or prospects. Other staff who need to build rapport with customers without getting face-to-face will also benefit.

Prerequisites:

There are no prerequisites for this course.

What you will learn:

On successful completion of the course, attendees will be able to:

Handle any form of rejection positively and without damage to your self esteem
Improve your success rate for making appointments
Manage and avoid stress due to difficult customers and rejection
Build rapport and ongoing relationships with customers
Work effectively without a script
What you will cover:

The Starting Point - job difficulties; personal feelings and concerns; expectations of today
Being Positive and Staying Positive - difficulties caused by rejection; task versus emotion; keeping a professional outlook; separating task from emotion; building a maintaining a positive self esteem; practice using the ’what’s on your face’ exercise; practical hints and tips and good practice
Use of a process - what the process is; your role in the process
Establishing Credibility - understanding the process from the customer’s point of view; what the customer is thinking; what the customer is trying to achieve
Establishing Rapport - the critical first minute; pacing; matching; criteria; words and phrases that get action and those that don’t; power words; ring backs and maintaining rapport
Getting the Business - working towards a positive outcome; action plans; on-going contact
Summary and Conclusions - expectations; benefits and concerns; personal action plans ...''

Elements of this syllabus are subject to change.

Phone:+44 (0)20 7917 9943

School Address/Venue(s):

Stehle Associates
212 Piccadilly
London W1J 9HG United Kingdom

Jobs & Resumes: London
Houses & Roommates: London
Travel Agencies: London

Search other schools for Successful Telephone Techniques training resources.

Principles of Data Management
Problem Analysis and Problem Solving
Project Initiation
Recruitment and Selection
Requirements Engineering
Strategic Management Processes and Creativity
Risk Management
Strategic Thinking and Creativity
Supervisory Skills for First Time Supervisors
Systems Investigation and Analysis
System Modelling Techniques
Team Working Skills
Time Management
Tools and Techniques for Specifying Systems
Training for New Trainers

Notice: The course description on this page was captured from the Internet as historical reference or submitted by visitors. It was archived statically and not updated from day to day.
 

Facts: We serve the schools and students around the world. Major visitors come from India, United States, United Kingdom, Canada, Australia, Philippines, Malaysia, Singapore and South Africa.