The telephone is another medium of communication that is increasingly used for direct selling and as a tool to augment other forms of selling and communication. Every member of the organisation will use a telephone and is likely at some point to come into contact with customers. This is bound to create an impression with your customers. Those who are handled professionally will call again. Those who are not will turn to the competition.

 

Until video telephones become widely used, the problem is that only verbal communication is possible over a telephone. Because verbal communication only accounts for 20-30% of a communication, it is possible that, unless the telephone is used correctly, the wrong messages can be communicated, sometimes with disastrous business consequences. A lot of time can, therefore, be wasted over the telephone.

 

This programme introduces the manager or sales person to best practice techniques for using the telephone as a form of communication. The course is not designed as telesales training.

 

Contents·

• The telephone as a means of communication

• What not to discuss on the telephone

• First impressions / conveying the right image

• Use of the voice – confident and helpful

• Answering an incoming call

• Making a call

• Structuring / controlling the call

  • introduction

  • understanding the other person’s needs

  • active listening

    • clarifying and confirming

  • using checklists

  • closing the conversation

• Follow up

• Handing over and re-routing a call

• Specific situations

  • handling complaints

  • handling awkward calls

  • making appointments

  • getting past the Secretary!

  • other common scenarios

 

Format

A one-day workshop, with role-play practice and feedback.

Maximum group size: 10

 

Participants

Any manager or sales person who uses the telephone as a means of communication.