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  • Call Center Outbound

    call center outbound

    The Call Center is the organized telephone hub where most inbound and outbound calls are made by different teams. It is the stage on which the outbound agent performs his or her daily work. Often the Outbound agents work with targets or a bonus system; sometimes as an individual and/or sometimes as an Outbound Team.

     Agents who make outbound telephone calls in a Call Center are armed with their headsets and their telephone call list, or the screens on their computers. They are active the whole day calling customers (for example to sell more to existing customers) or calling companies and organizations that cannot yet be considered as customers in order to make commercial contact. In both situations this really is TOP Sport. In every call, every contact, the Outbound agent must attack and go for results.

    Approach

    During the training the participants will work with the telephone script for making appointments with the customer or prospect. The participants will learn from best practice tips and experience learning through practical exercises. The exercise sessions will be recorded on sound cassettes and/or videotapes.

    Topics

    Making appointments over the telephone using a telephone script

    Selling via the telephone: conversation structure

    Greeting, introducing oneself, and the “hook” (reason for calling)

    Qualifying the customer and the customer’s requirements

    Overcoming initial resistance

    Interest generators and how to address the customer (the “you”-approach)

    The Perfect Price Presentation

    Talking the “Same” Language

    Overcoming Objections

    How to Recognize Buying Signals and How to Take Advantage of Them

    Ending the conversation

    Training Objectives

    At the end of this training you will be able to:

    1. Conduct calls with greater self-confidence
    2. Approach existing and prospective customers more actively
    3. Conduct structured result-oriented calls
    4. Overcome objections successfully
    5. Make appointments over the phone

    Duration: Two Days

    Programme Schedule

    Day One

    Introduction & Welcome

    Programme Objectives

    Personal Objectives

    Why do Customers Leave?

    Making Appointments by Telephone

    Tips for making appointments by telephone

    The Steps in an (Outbound) Telephone

    Sales Conversation

    Be prepared when you call!

    Working with Scripts

    Objections from the receptionist/secretary

    Opening the conversation (Steps 1 and 2)

    Qualifying (Step 3)

    Presentation (Step 4)

    Providing customer-specific added value

    From script to presentation

    Overcoming objections

    Closing (Step 6)

    Handling Complaints

    Personal Action Planning

    Day Two

    Welcome Back

    Working with Scripts

    Objections from the receptionist/secretary

    Opening the conversation (Steps 1 and 2)

    Qualifying (Step 3)

    Presentation (Step 4)

    Providing customer-specific added value

    From script to presentation

    Overcoming objections

    Closing (Step 6)

    Handling Complaints

    Personal Action Planning

     

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  • Call Center Outbound

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