Pick Up the Phone! Client Service & Sales Opportunities for Professionals in the Digital Age - Learn Live

Introduction

Emails, texts, instant messaging, social media…...

The list of digital communication methods grows each day. They offer speed and convenience. But it is hard to form a strong business relationship without real-time interaction.

The telephone remains a powerful tool to accelerate the creation of productive relationships and the delivery of great client service. Yet many - especially those in younger generations - avoid telephone calls or miss important opportunities during phone conversations.

This virtual classroom session provides the tools, techniques and confidence to turn the telephone into a valuable business and selling tool.

What You Will Learn

This live and interactive session will cover the following:

Creating Rapport and Trust

• Developing relationships on the telephone
• Ideal structure of a call
• Telephone selling myths and basic selling skills
• Telephone call etiquette

Managing Inbound Calls

• Enquiry handling processes
• Who should take the calls?
• Information systems and CRMs
• Measuring conversion rates
• Empathy - adopting the caller’s perspective
• Tune into the caller - adaptability and showing interest
• It’s not always about price
• Deliver a great experience and service
• Follow up

Plan Outbound Calls

• Targeting and research
• Avoid cold calling - use an integrated campaign
• Telephone calls as part of the service
• Prepare to call
• Aims
• Key messages
• Questions
• Make the call
• Introductions, empathy and rapport
• Questions, active listening and silence
• Add value at every interaction
• Persuade and generate commitment
• Follow up the call

Summary and action planning