Telephone Selling Course

This Professional Telephone Skills Course will help you to communicate more professionally on the telephone, manage difficult customers, improve your listening skills and much more. This course was developed to help staff conduct better, business-related phone conversations and provide excellent service and support via the telephone.

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After completing this course participants will be able to:
• Learn to create a great first impression.
• Learn to greet constructively & create a personal connection.
• Develop rapport & create warmth & openness.
• Learn how to deliver Gold Standard Customer Service.
• Ask effective questions to better understand client needs.
• Master active listening techniques.
• Learn to control the sale & lead a customer to becoming a buyer.
• Learn an amazingly simple and professional way of handling price shoppers.
• Learn 4 effective techniques for minimising & negating the need to discount.
• Understand sales psychology such as the “The Power of YES when selling”.
• Learn how to simply ask for the sale.
• Learn to identify cross selling and upselling opportunities.
• Master effective techniques for closing without being pushy.

Professional Client Service Explained

10 Commandments of Good Business
Effective Communication Explained
Effective Client Communication Skills
Using Emotional Intelligence

Develop a Professional Telephone Voice

Pitch, Tone, Inflection
Five Qualities of a Professional Phone Voice
Voice Management
Voice Quality Checklist

Building Client Trust

First Impressions Matter
Create a Relaxing Environment

Common Cultural Barriers

Using Appropriate Phrases
Inappropriate Words to Avoid
Ending the Call Professionally

Preparing for the Next Call

Manage Inbound Calls
Transferring Calls
Placing Clients on Hold
Phone Call Planning

Powerful Questioning Techniques

Questioning Techniques Explained
Effective Questioning Techniques
Open and Closed Ended Questions
Clarifying Statements
Staying in Control of the Call
Arranging Call Backs
Avoid Saying Too Much
Getting to the Point Quickly
Things to Avoid

Managing Angry Clients

Dealing with Irate Clients
Showing Concern and Empathy
Diffusing Angry Clients

Managing the Reception Desk

Managing Customers at Reception
Managing the Phones at Reception

Finding the Best Phrases

Dealing with Inbound Calls
Corporate Communication Policy

Professional Voicemail Messaging

Leave a Professional Voicemail Message
Customised Voicemail Scripts
Closed Greetings
Internal Greetings

Is previous experience required for this course?

No experience is necessary for those attending this course. Our Telephone Skills Course is effective as an introductory course for beginners or a refresher for experienced personnel.

How is this course delivered?

This is an interactive, workshop-style course. Theory and practical learning are blended to create a highly productive learning environment.

What do I need to bring?

Just bring yourself and your interest in learning! We provide refreshments, lunch and course materials on all of our open courses.

Who delivers the course?

We work with a team of trainers who are not only certified training professionals, but carry extensive experience in their chosen training field.

Do I receive tutor support?

Hibernian Training Tutors are dedicated to staying on hand for questions or help long after delegates have attended the course.