| Short Description |
Calls into the organisation are often requests for advice. This workshop assists people with recognising the business opportunity and influencing the caller into placing business with you. |
| Duration |
1/2 Day |
| Who Should Attend |
Those who respond to telephone calls from either customers or prospective customers and are in a position to influence the caller to place business with the organisation. |
| Pre-requisites |
Participants must have attended a KiwiHost Professional Telephone Skills workshop. |
| Key Subject Areas |
- Introduction of and how to use the ‘Heart Model’ and the ‘Questioning-Listening-Confirming Model’.
- How to identify key points of the caller’s request.
- How to review the call and confirm caller ideas and needs.
- Techniques for questioning to go beyond the original request and uncover additional opportunities.
- The difference between features and benefits and how to clearly explain the benefits of a product or service.
- Techniques for closing.
|
| Learning Outcomes |
This workshop will enable the participant to
- identify key aspects of the caller’s request and confirm their ideas and/or needs.
- be able to review the call to ensure full understanding of the call by both parties.
- be able to clearly explain the benefits of a product or service and confirm the caller is satisfied with the solution.
- know how to extend the call beyond the original request and uncover additional opportunities.
- understand how to close the call and the sale.
|
| Certification |
Following successful completion of the KiwiHost Phone Sales Through Service workshop, participants will receive an internationally recognised KiwiHost certificate. |
| Materials Supplied |
Each participant will receive a 40 page workbook and a Memory Jogger. |
| Presentation Method |
Facilitator-led with highly interactive material, including video examples, exercises and discussion. |