The Art of Professional Telephone Communication
Telephone
Training
Provided by Online Training Directory
Turn your telephone calls into a selling advantage
|
|
||||||||||||||||
The Art of Professional Telephone Communication
The Art of Professional Telephone Communication
Full Description
Outcomes:
Assessment:
Course Information (see above or below lessons, outlines, activities, etc.)
SESSION 1: TELEPHONE SKILLS QUALITY TODAY
This first session will create the foundation for the entirety of the course. Among the key points, you will discover what customer’s need and want in communications via the telephone. You will assess your understanding of these needs and wants.
SESSION 2: THE FIRST IMPRESSION TO BETTER RAPPORT
During this session the focus is on creating the wanted telephone environment to satisfy a customer’s needs and wants. Key points will be: how to prepare your attitude, voice and body; how to prepare your first words; the basics to act on in each call; the 3 top actions you can take to create better telephone rapport.
SESSION 3: REVEALING STATISTICS TO HELP YOU LISTEN BETTER
During this session participants will find out the relationship between listening on the job and time spent learning to listen. Among the key points: listening as an active process, 6 steps to listening better, how listening can satisfy a basic need for acknowledgement.
SESSION 4: VOICE MAILS, HOLDS AND TRANSFERS
During this session participants will find out whatever technology your telephone system has, there are do’s and don’t to better voice mails, better ways to transfer callers and how to’s of putting callers on hold so they feel assured.
SESSION 5: BE IN CHARGE OF YOUR TIME
The fifth session will influence the participant that being punctual with the length of conversations doesn''t have to mean rapport is broken in a rude or curt manner. Key points will include 3 tips for when being punctual is a necessity.
| Business and telephone calls go together like salt and pepper. When you use the telephone you are at the disadvantage of not being able to see your customer. There are verbal skills and strategies you can use to turn the telephone into a selling advantage. Tuning in to key words will indicate buying style and presentation preferences. You want to know how to “read” your customer with those key words. Your use of both incoming and outgoing voice mail affects the success you have with people returning calls. The telephone is a tool that casts a wide affect on the sales process from getting appointments, to further needs assessment, and even asking your customer to buy. Once you shift to just one of these actions, you’ll find yourself better in charge of your telephone time. |
|
At the end of the training participants will be able to: - understand the factors of the first impression - know 3 ways to have better telephone rapport - identify the inverse relationship learning and listening - better act on the listening foundation - use voice mail, both in and out, more effectively - know 3 better ways to transfer callers - put callers on hold so they feel assured - be punctual with the length of conversations - leave messages like you want to take |
| At the end of this course the students will receive an exam or true false questions to determine their comprehension of the material covered. |
This first session will create the foundation for the entirety of the course. Among the key points, you will discover what customer’s need and want in communications via the telephone. You will assess your understanding of these needs and wants.
SESSION 2: THE FIRST IMPRESSION TO BETTER RAPPORT
During this session the focus is on creating the wanted telephone environment to satisfy a customer’s needs and wants. Key points will be: how to prepare your attitude, voice and body; how to prepare your first words; the basics to act on in each call; the 3 top actions you can take to create better telephone rapport.
SESSION 3: REVEALING STATISTICS TO HELP YOU LISTEN BETTER
During this session participants will find out the relationship between listening on the job and time spent learning to listen. Among the key points: listening as an active process, 6 steps to listening better, how listening can satisfy a basic need for acknowledgement.
SESSION 4: VOICE MAILS, HOLDS AND TRANSFERS
During this session participants will find out whatever technology your telephone system has, there are do’s and don’t to better voice mails, better ways to transfer callers and how to’s of putting callers on hold so they feel assured.
SESSION 5: BE IN CHARGE OF YOUR TIME
The fifth session will influence the participant that being punctual with the length of conversations doesn''t have to mean rapport is broken in a rude or curt manner. Key points will include 3 tips for when being punctual is a necessity.
Contact Hours: 10
About The Training Provider: Online Training Directory
Online Training Directory - Workforce and Continuing Ed online courses are offered at basic, intermediate and advanced levels. Going beyond basic training provides a deeper and more educationally rewarding learning experience, especially for students who wish to advance careers or initiate new ones. For the general lifelong learner we continue to offer "fun to learn" single, stand-alone courses.
We look forward to...
