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benefits:
Some days it can be really difficult to maintain a positive outlook.
Everyone you phone seems to have got out of the wrong side of the bed
and is especially difficult, or perhaps is just uninterested in what
you are offering no matter how hard you try.
You begin to feel personally rejected and it is so easy to let this
feeling colour subsequent calls.
This course will help you to develop a positive outlook that will carry
you through such days. It teaches how to handle the stress that arises
from unsuccessful outgoing calls and how to build a rapport with customers
that will improve your chances of gaining business.
Who should attend:
This course is aimed principally at staff whose job role requires that
they spend a significant portion of their time making outgoing telephone
calls to customers or prospects. Other staff who need to build rapport
with customers without getting face-to-face will also benefit.
Prerequisites:
There are no prerequisites for this course.
What you will learn:
On successful completion of the course, attendees will be able to:
- Handle any form of rejection positively and without damage to your
self esteem
- Improve your success rate for making appointments
- Manage and avoid stress due to difficult customers and rejection
- Build rapport and ongoing relationships with customers
- Work effectively without a script
What you will cover:
- The Starting Point - job difficulties; personal feelings and concerns;
expectations of today
- Being Positive and Staying Positive - difficulties caused by rejection;
task versus emotion; keeping a professional outlook; separating task
from emotion; building a maintaining a positive self esteem; practice
using the 'what's on your face' exercise; practical hints and tips
and good practice
- Use of a process - what the process is; your role in the process
- Establishing Credibility - understanding the process from the customer's
point of view; what the customer is thinking; what the customer is
trying to achieve
- Establishing Rapport - the critical first minute; pacing; matching;
criteria; words and phrases that get action and those that don't;
power words; ring backs and maintaining rapport
- Getting the Business - working towards a positive outcome; action
plans; on-going contact
- Summary and Conclusions - expectations; benefits and concerns; personal
action plans
How you will learn:
The day will be spent applying what is taught in exercises that mirror
the situations you deal with in the job.
Duration and availability:
One day non-residential. In-house only.
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