Sales & Marketing / Service Excellence
CALL CENTRE TRAINING
A well-trained Call Center is the heart of any operation. Call center employees who know how to handle the great variety of situations that present themselves with skill and professionalism will be an asset to the organization as well as being able to profit themselves in terms of salaries and performance bonuses. Call Center Training will allow the employee to enter their work area with confidence that they are equipped to answer questions and overcome objections and ultimately close the deal.
Who Should Attend?
Ideal for candidates (customer service agents, receptionists, call centre executives) and anyone else whose job profile highly involves direct telephonic interactions with customers. The candidate must know the basic of English language and should have completed high school / undergraduation.
Topics Covered:
- Defining Buying Motives
- Getting Beyond the Gate Keeper
- Phone Etiquette
- Tools (Sales Scripts, Sales Dashboards)
- Speaking Like a STAR (S-Situation, T-Task, A-Action, R-Result)
- Types of Questions
- Benchmarking
- Goal Setting
- Key Steps (Success Factors)
- Closing Techniques
CUSTOMER SERVICE
Each and every one of us serves customers, whether we realize it or not. Maybe you’re on the frontlines of a company, serving the people who buy your products. Perhaps you’re an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you’re a company owner, serving your staff and your customers. This program will look at all types of customers and how we can serve them better and improve ourselves in the process.
Who Should Attend?
Ideal for candidates working in a service industry where customer service is vital. The candidate must know the basic of English language and should have completed high school / undergraduation.
Topics Covered:
- Who We Are and What We Do
- Establishing Your Attitude
- Identifying and Addressing Customer Needs
- Generating Return Business
- In-Person Customer Service
- Giving Customer Service Over the Phone
- Providing Electronic Customer Service
- Recovering Difficult Customers
- Understanding When to Escalate
- 10 Things You Can Do To WOW Customers Every Time
NEGOTIATION SKILLS
Although people often think of boardrooms, suits, and million dollar deals when they hear the word “negotiation,” the truth is that we negotiate all the time. For example, have you ever:
- Decided where to eat with a group of friends?
- Decided on chore assignments with your family?
- Asked your boss for a raise?
These are all situations that involve negotiating! This program will give participants an understanding of the phases of negotiation, tools to use during a negotiation, and ways to build win-win solutions for all those involved.
Who Should Attend?
Ideal for sales people, managers, account managers and other professions wherein negotiation is a criteria in business transactions. The candidate must know the basic of English language and should have completed high school / under-graduation.
Topics Covered:
- Understanding Negotiation
- Getting Prepared
- Laying the Groundwork
- Phase 1 – Exchanging Information
- Phase 2 – Bargaining
- About Mutual Gain
- Phase 3 – Closing
- Dealing with Difficult Issues
- Negotiation Outside the Boardroom
- Negotiating on Behalf of Someone Else
SUCCESSFUL SELLING
Although the definition of a sale is simple enough, the process of turning someone into a buyer can be very complex. It requires you to convince someone with a potential interest that there is something for them in making their interest concrete – something that merits spending some of their hard-earned money. This program will give participants a basic sales process, plus some basic sales tools, that they can use to seal the deal, no matter what the size of the sale.
Who Should Attend?
Ideal for candidates who are highly involved in business selling of goods / services OR anyone who has been appointed newly into sales OR anyone who is aspiring a sales career. The candidate must know the basic of English language and should have completed high school / under-graduation.
Topics Covered:
- Understanding the Talk
- Getting Prepared to Make the Call
- Creative Openings
- Making Your Pitch
- Handling Objections
- Sealing the Deal
- Following Up
- Setting Goals
- Managing Your Data
- Using a Prospect Board