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Full Description
This title was first published in 2003nature to most people - and that's the problem. We make assumptions about the people we're talking to, we're careless and lazy about what we say and we fall into bad habits. Everyone has been on the receiving end of poor telephone skills - probably on many occasions - and yet none of us recognize the faults as our own. The Telephone Skills Coaching Manual contains ready-to-use sessions for working with individuals or small groups. The material is designed to enable the trainer or coach to help trainees reflect on their experiences, share success, learn from failure and practise new skills and techniques until they're ready to try them out for real. The coaching processes involved in the manual will improve self-awareness, teach your people how to observe behaviour, give and receive effective feedback; all of which are essential to create a supportive work environment. The materials can be used to develop: c everyone who needs to improve their telephone skills; c receptionists and telephone 'gatekeepers'; c call centre and telephone sales teams; c credit control staff and other specialists. Volume Two covers outbound calls. Volume One focuses on the fundamental telephone skills that we all need, along with the skills for handling inbound customer service and sales calls.
Contents
Worksheet index; Symbols; Introduction; Planning and assessing your coaching sessions; Why do you need to conduct telephone skills coaching?; Top tips for trainers; Introducing a session. Part I Outbound Calls: Introduction - outbound calls; What is selling?; Buying motives; Planning and preparation; Setting objectives for your call; The structure of an outbound call; Who to call; Getting through; It's only me; Opening statements; Do you need it?; How to turn customers on to your proposition; Looking for a yes; Quoting the price and asking for an order; Finishing on a high note; Successfully dealing with customer concerns; Handling rejection in a positive way; The cold call; The market research call; The outbound sales call; The sales support call; The credit control call; Telephone account management. Part II Games, Assessments, Checklists, Quizzes and an Action Plan: Introduction; Games; Competence assessments; Checklists; Quizzes; Action plan.
