Details
Learning of each key element of Telephone Sales, Handling Objections, Closing and Cross Selling has been included, in order to give the professionals a complete understanding of how to apply the required skills.
Outline
- The assertive prospects
- The difficult prospect
- The talkative prospect
- The passive prospect
- The introduction
- The greeting
- Answering the phone (Call backs) *(Activity-The Diagram)
- Communication
- Persuasive Speaking
- Making your voice count
- Tone assessment
- Tone characteristics (*Activity-Pass the message)
- Listening effectively
- Facets of active listening
- Active listening techniques (*Activity-Blinded by the phone)
- Dealing with lack of body language
- Words and phrases to use
- Words and phrases to avoid
- Probing Skills for needs exploration
- Acknowledging the NEED
- Matching the NEED through Benefits / Selling
- Testing the water
- Closing Skills
- Gaining Commitment
- Gaining alternative commitment
- Handling objections
- Handling Buying Signals
- Profiling prospective customers / callers
- 1st time customer
- Experienced customer or investor
- Difficult Customer
- Ideal Customer
- Action Plan for each type of prospect
- Probing questions to identify the type of caller
- Product Features and Benefits Analysis
- Needs acknowledgement statements
- Matching our product features to the need
- Matching needs statements using benefits selling
- “Asking for the sale” or “Closing” questions
- Rebuttal statements for all possible objections and scenarios
- Put it all together and action plan.
Speaker/s
Mr S Moghal is a Certified Trainer by HRDF, Malaysia. He brings to you over 15 years of experience in call centre training, customer services, telesales and tele-debt trainings and consultancy. Shahrukh believes that front-liners deserve to be assured of their importance in the overall mix of the organizational structure.
The experiences that he has injected into his call centre training and consultancy date back to 1990 when he began his career as a call centre agent in the United States. Subsequently, he moved up the ranks of agent to team leader to internal
trainer over a period of 6 years. Since then, he has been actively involved with developing agent and team leader skills within call centre teams in a multitude of industries including Media Prima, Banking, Insurance, Manufacturing, BPO companies, Pharmaceutical
Sales Companies, Software Developers and more.
This experience as a customer service trainer and project coordinator has been instrumental in the development of his understanding of call centre agent and team leader psychology, what drives each position and how skills are developed in each area.
He is a GEM as a trainer.He is active, friendly and approachable. He makes his participants feel at ease and relax during his sessions. He’s highly pragmatic and only shares and trains what he know best to help participants gain the pertinent skills to enhance their own confidence and effectiveness.
Shahrukh is the founder of The PLEASE!™ Workshops which train front liners to implement winning Customer Interaction Tools such as to Probe, Listen, Empathize and Articulate. The PLEASE!™ Workshops are suitable for any executive who interacts with customers regularly. A powerful too, especially in Call Centre Agent skills development. His training sessions are filled with an air of positivity and motivation for the participants. His training style revolves around Concepts, Application, Reflection and most of all FUN!!
Shahrukh’s call centre training clients:
Special Offer
Normal fee Sign up 1 pax: Pay before course starts MYR 2,890/ USD 800
Early Bird Sign up 1 person: Pay 14 days before course starts MYR 2,290/ USD 640
Group Fee Sign up 3 pax or more: Pay 14 days before course starts / MYR 2,190/ USD 610
(Fee inclusive of Buffet Lunch, Refreshment, Welcome Pack, Training Materials & Certificate of Achievement)
Certificate
Upon successful completion of this program, you will receive a Certificate of Achievement.
Certificates are distributed on the final day of the program.
Payment mode:
1. ONLINE PAYMENT by Credit card: You can opt to register and pay online with our latest payment integration system through our website.
2. BANK IN CHEQUE
Bank in and then scan the Bank-in slip and email to us before the course commence to confirm your seat.
Courier your cheque payment to our Finance HQ.
*Note that we DO NOT take any payments during the event.
3. BANK IN CASH: You can also pay by cash through bank-in our company bank account.
4. Telegraphic Transfer- You can also opt to use GIRO or telegraphic transfer of payment via international banks.
ITRAININGEXPERT GLOBAL PLT is the corporate training arm of The English Expert Publishing and Training Group established since 1999 by consulting partners with extensive training experience from both the government and corporate sector covering Malaysia, Singapore, Australia, China, Vietnam and Indonesia.
All our trainers are experienced practitioners, professionally certified, dedicated and specialized in their respective fields. Our corporate philosophy is of Total Customers Satisfaction. We carry out our task with integrity and full commitment. We continue to keep abreast with industry developments through individual and ongoing continuing education, in-depth training and consulting that your organization demands and deserves.
For 18 years now and counting, we have trained more than 100,000 people to improving their work productivity, leadership & communication skills, language proficiency, sales, negotiation & presentation skills, workplace management and personal development.
What do we SPECIALISE in?
Put it in an easy way, we specialize in Training and Human Development training and consultancy services covering both soft skills and technical skills, a wide range of courses pertinent to the human capital development of high performing organization. ...
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