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Wrapping Up

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Call Center Training

Module 1

Getting Started Call Center Training
Workshop Objectives Call Center Training

Module 2

The Basics (I)
Defining Buying Motives
Establishing a Call Strategy
Prospecting
Qualifying
Case Study: Module 2 - Call Center Training

Module 3

The Basics (II)
Getting Beyond the Gate Keeper
Controlling the Call
Difficult Customers
Reporting
Case Study: Module 3 - Call Center Training

Module 4

Phone Etiquette
Preparation
Building Rapport
Speaking Clearly- Tone of Voice
Effective Listening
Case Study: Module 4 - Call Center Training

Module 5

Tools
Self-Assessments
Utilizing the Sales Scripts
Making the Script Your Own
Innovate
Case Study: Module 5 - Call Center Training

Module 6

Speaking Like a Star
S= Situation
T= Task
A= Action
R= Result
Case Study: Module 6 - Call Center Training

Module 7

Types of Questions
Ignorant Redirection
Positive Redirection
Negative Redirection
Multiple Choice Redirection
Case Study: Module 7 - Call Center Training

Module 8

Benchmarking
Benchmark Metrics
Performance Breakdown
Implementing Improvements
Benefits
Case Study: Module 8 - Call Center Training

Module 9

Goal Setting
The Importance of Goals
SMART Goals
Staying Committed
Motivation
Overcoming Limitations
Case Study: Module 9 - Call Center Training

Module 10

Key Steps
Six Success Factors
Staying Customer Focused
The Art of Telephone Persuasion
Telephone Selling Techniques
Case Study: Module 10 - Call Center Training

Module 11

Closing
Knowing when it's Time to Close
Closing Techniques
Maintaining the Relationship
After the Sale
Case Study: Module 11 - Call Center Training

Module 12

Wrapping Up

You must first complete Getting Started Call Center Training before viewing this Lesson

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