Sales and Customer Service Training for Call Centers

If your organization uses an outbound or inbound telesales team, then you can stay ahead of the competition by having your representatives undergo pd training’s sales and customer service training course. After the training is completed, participants will think and act like sales professionals, which can lead to improved sales, excellent customer service and better customer loyalty.

Participants will learn how to ask the appropriate questions and effectively determine what is vital to the callers, know how to use specific aspects of verbal communication such as tone, cadence, and pitch, realize the value of personalizing interactions and developing relationships and much more.

This training course is now available in Malaysia and Kuala Lumpur.

This Sales and Customer Service training course can be delivered at your premises by one of our expert local or international trainers or live online using our Hive technology. 

Our Learning Outcomes
By the end of this course, participants will be able to:

• Understand the nuances of body language and verbal skills, which are so important in conversations that do not have a face-to-face element.
• Learn aspects of verbal communication such as tone, cadence, and pitch.
• Demonstrate an understanding of questioning and listening skills.
• Acquire comfort in delivering bad news and saying no.
• Learn effective ways to negotiate.
• Understand the importance of creating and delivering meaningful messages.
• Use tools to facilitate communication.
• Realize the value of personalizing interactions and developing relationships.
• Practice vocal techniques that enhance speech and communication ability.
• Personalize techniques for managing stress.

Whether we choose to embrace them or cannot stand being interrupted by their calls, call centers are a business element that is here to stay.

This course will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which we will explore in detail throughout this energizing and practical three-day workshop.

Course Outline for Call Center Training: Sales and Customer Service Training for Call Centers

Topic 1 What’s Missing in Telephone Communication?

• It’s Not What You Say; It’s How You Say It
• In the Absence of Body Language

Topic 2 Verbal Communication Techniques

• Being Yourself and Sounding Your Best
• A Service Image

Topic 3 Who are Your Customers?

• Define the Customer and Client
• About Relationships

Topic 4

• To Serve and Delight

Topic 5 Did You Hear Me?

• Listening Skills
• The Mission: To Listen

Topic 6

• Morning Reflection

Topic 7 Asking the Right Questions

• Open Questions vs. Closed Questions
• Probing Techniques

Topic 8 Saying No

• When We Say “No”
• Activity: Delivering Bad News

Topic 9 Sales by Phone

• Benefits of Telemarketing

Topic 10 Taking Messages

• Pen in Hand
• Empowering CCAs to resolve issues

Topic 11

• Staying Out of Voice Mail Jail

Topic 12

• Exercises for Conditioning Your Voice

Topic 13

• Afternoon Reflection

Topic 14 Cold and Warm Calls

• The Cold Call
• The Warm Call

Topic 15 Developing a Script

• Scripting Techniques
• Sample Script

Topic 16 Perfecting the Script

• Making the Script Yours
• Using Cheat Sheets

Topic 17 Going Above and Beyond

• Fifteen Techniques for CCA Success
• Customise Your Service

Topic 18

• Handling Objections

Topic 19

• Morning Reflection

Topic 20

• Closing the Sale

Topic 21 Feelings

• Activity: Feels like a Winner

Topic 22 Changes in the Customer

• The Changing Customer
• What the Customer Wants

Topic 23 Negotiation Techniques

• Mastering Negotiation Skills
• Practising Negotiation

Topic 24 Phases of Negotiation

• Introduction
• Principled Negotiation

Topic 25

• Afternoon Reflection

Topic 26 High Impact Moments

• Make It Count
• Creating Case Studies

Topic 27 Tips for Challenging Callers

• Activity: Managing Talkative Callers
• Activity: Caller Behaviors
• Activity: Up the Mountain

Topic 28 Dealing with Difficult Customers

• Activity: Dealing with Problems
• Dealing with Vulgarity

Topic 29 Phone Tag and Getting the Call Back

• Phone Tag
• Following Up

Topic 30

• Morning Reflection

Topic 31 Phone Tag and Getting the Call Back

• Phone Tag
• Following Up

Topic 32

• Morning Reflection

Topic 33 This is My Mentor

• Activity: Roger’s Super Year

Topic 34

• Stress Busting

Topic 35 News from Within

• Common Issues in Call Centers
• Activity: Pre-Assignment Review
• CCA Reports

Topic 36 Wrapping Up

• It’s a Wrap – Just About!
• Questions and Answers
• Debrief

Topic 37

• Close with Vocals

Topic 38

• Personal Action Plan