Telesales Training
Including Customer Service Training
This Telesales Training – which includes Customer Service Training, is offered throughout South Africa as
In-house, Public and Online Training
Telesales Training
Including Customer Service Training
Suitable for:
Sales personnel, sales support staff, telemarketers, and personnel handling in-coming calls
Sales personnel, sales support staff, telemarketers, and personnel handling in-coming calls
Course Duration: 2 days
NQF Level: 4
Course Objective:
This Telesales Training and Customer Service Training course will ensure:
✓ Increased sales and market penetration
✓ Improved customer relationships
✓ Customer loyalty
✓ Increased sales and market penetration
✓ Improved customer relationships
✓ Customer loyalty
Course content and outcomes:
Through this Telesales Training and Customer Service Training Course, delegates will learn:
- Getting the basics right
- The fundamentals of customer service and sales
- Teamwork and the service chain
- Understanding the basic needs of every customer
- The 3 V’s of communication – and how to maximize them – even over the phone
- Basic telephone skills essential for every sales / telesales / after-sales agent
- The importance of attitude to be effective in sales & customer service
- Understanding the importance of internal and external customers
- Handling in-bound calls effectively
- 5 critical things to do when opening an in-bound call
- Attentiveness and active listening
- Establishing the real need
- Administrative efficiency and follow up
- Handling out-bound calls and direct salese ffectively
- Getting through the gate-keeper to the decision maker
- Effective enquiring
- Preparing a script
- Selling benefits
- Cross-selling and-upselling
- Handling objections
- Techniques for closing the deal
- Handling difficult situations and problems relating to sales
- Knowing your product
- Using your resources – the internal value chain
- Handling complaints and irate customers
- Why complaining customers are highly valuable
- Understanding the real issue behind the words
- Creating calm and giving reassurance
To enrol delegates on this Telesales and Customer Service Training,
click on the link below