Sales Training for Call Centres Training

Location: Lagos.

Fee: N105, 000

Duration: 3days

Call Centre (sales) staff that possess skill, professionalism and know how to handle a great variety of situations is an asset to any organisation.

This Call Centre (sales) training course teaches your employees to enter the call centre with confidence, equipped to answer questions, overcome objections and close calls with positive outcomes.

A well-trained Call Centre is the heart of any operation. Call Centre employees who possess skill and professionalism, who know how to handle a great variety of situations, will be an asset to any organisation. By presenting these attributes, call centre staff will also personally benefit in terms of salaries and performance bonuses. Call Centre training will allow the employee to enter their work area with confidence knowing they are equipped to answer questions and overcome objections and ultimately close the deal.

Learning Outcomes

In this course participants will:

• Learn practical and effective outbound call strategies
• Understand the different types of buying motivations
• Master the strategic sales process, matching your products and services to buyer motivations
• Learn strategies for effective communication
• Gain advanced phone etiquette skills
• Understand the importance of setting SMART goals
• Learn and interpret the six key factors to success
• Understand the importance of always being customer-focused
• Know when it’s time to close the deal

Course Outline

Sales Training for Call Centres Training Course – Lesson 1 Getting Started

• Pre-Assignment Review
• Workshop Objectives

Sales Training for Call Centres Training Course – Lesson 2 The Basics (Part I)

• Defining Buying Motives
• Establishing a Call Strategy
• Prospecting
• Qualifying
• Case Study

Sales Training for Call Centres Training Course – Lesson 3 The Basics (Part II)

• Getting Beyond the Gate Keeper
• Controlling the Call

Sales Training for Call Centres Training Course – Lesson 4 Phone Etiquette

• Preparation
• Building Rapport
• Speaking Clearly- Tone of Voice
• Difficult Customers
• Effective Listening
• Case Study

Sales Training for Call Centres Training Course – Lesson 5 Tools

• Self-Assessments
• Utilising Sales Scripts
• Making the Script Your Own
• The Sales Dashboard
• Case Study

Sales Training for Call Centres Training Course – Lesson 6 Speaking Like a Star

• S= Situation
• T= Task
• A= Action
• R=Result
• Case Study

Sales Training for Call Centres Training Course – Lesson 7 Types of Questions

• Open Questions
• Closed Questions
• Ignorant Redirection
• Positive Redirection
• Negative Redirection
• Multiple Choice Redirection
• Case Study

Sales Training for Call Centres Training Course – Lesson 8 Benchmarking

• Benchmark Metrics
• Performance Breakdown
• Implementing Improvements
• Benefits
• Case Study

Sales Training for Call Centres Training Course – Lesson 9 Goal Setting

• The Importance of Goals
• SMART Goals
• Staying Committed
• Motivation
• Overcoming Limitations
• Case Study

Sales Training for Call Centres Training Course – Lesson 10 Key Steps

• Six Success Factors
• Staying Customer Focused
• The Art of Telephone Persuasion
• Telephone Selling Techniques
• Case Study

Sales Training for Call Centres Training Course – Lesson 11 Closing

• Knowing when it’s Time to Close
• Closing Techniques
• Maintaining the Relationship
• After the Sale
• Case Study

Sales Training for Call Centres Training Course – Lesson 12 Wrapping Up

• Words from the Wise

About Instructors

Leke Ogundimu

MNIM, FCIPM, CBAP, PMP, Fscm, MPM Champion (University of Atlanta), B.Pharm, MBA

He is a dynamic man with well over 2 decades of experience in Sales and Marketing both theoretically and practically.

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