![]() Reps are happy, customers are happy, average handle time drops, and revenue per call increases. Selling isn’t about manipulation, but proactively ensuring the customer is educated and all their needs are met - stated and unstated.Įveryone wins. We beginby addressing the resistance to selling by reframing the rep’s role. Our INTelligence program proactively targets your reps ability to proactively lead a call, craft unique solutions over the phone, ensure customer satisfaction, and more. Selling over the phone thus requires a unique set of skills. What works traditionally in a face-to-face selling situation not only doesn't work over the phone, it also creates more distance between you and a sale. This program is not your typical “call center school” - it’s more than just a soft skills training session or a list of call center training tips - it will transform the way your reps approach selling in an outbound environment and ensure they are able to navigate the 12 unique challenges of selling over the phone. Telegence is our two-day, instructor-led training course created specifically for an outbound sales rep calling on cold or dormant customers. And for outbound sales reps, selling over the phone requires a unique set of skills and custom training material. Want to learn how to ace calling cold or dormant customers? This two-day, instructor-led program addresses your unique training needs and the specific techniques you need to succeed.Įver since the birth of the telephone, cold calling has universally been one of the most unpleasant business challenges. Meeting the customer’s service expectations to exceeding their expectations.Being uncomfortable with closing to offering the best option for advancing the call.Avoiding the tough questions to delivering the truth about why their recommendation is in the customer’s best interest.Making a few scripted offers to developing a unique recommendation for every customer.Asking, “You want fries with that?” to having a consultative dialogue with customers.Reactively responding to a customer’s stated needs to proactively leading the call. ![]() With this new lens, reps learn the mindset and technical knowledge to transition from: Reps are happy, customers are happy, contact center leaders are happy, average handle time drops, and revenue per call increases. The most successful contact centers embrace this truth: selling isn’t about manipulation but rather proactively ensuring the customer is educated, and all their needs are met – stated and unstated.Įveryone wins. They learn their goal is not to sell, but to serve. We begin by identifying and reframing the rep’s role. Here lies the problem and the hidden solution to motivating your CSRs to sell. Our instructor-led call center training courses show your reps how to enhance the customers experience and grow incremental revenue on every call.Ī high percentage of call center agents and call center managers believe that selling focuses on manipulating the customer, not serving the customer. ![]()
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