| Beating the Best (CC-001) |
|
|
|
|
2 day course Frontline Staff positions are the most important positions for any business? WHY? Because, it is the Frontline Staff who have the first contact with existing and potential customers and they have the power to MAKE or BREAK whether or not this customer chooses to stay or become a customer. BEATING THE BEST is a training workshop designed to help Frontline Staff to become the best in their industry and literally Beat the Best at their game! The workshop covers the following: MODULE 1: TELEPHONE ETIQUETTE SECTION 1 – TELEPHONE ETIQUETTE AND ANSWERING PROCEDURES 1. Clear your mind 2. Answer telephone promptly 3. Be present with your caller 4. Prepare your phone voice 5. Offer your standard greeting 6. Be prepared before you respond SECTION 2 – COMMUNICATION BARRIERS AND CONFIDENTIALITY 1. Communication Barriers 2. Confidentiality SECTION 3 – PROCESSING INCOMING CALLS 1. Placing Callers on Hold 2. Transferring Calls 3. Screening Calls 4. Taking a Message SECTION 4 – PROCESSING OUTGOING CALLS 1. Preparing Yourself 2. Making the Call 3. Leaving a Message MODULE 2: THE PHONETIC ALPHABET MODULE 3: CUSTOMER SERVICE SECTION 1 – IDENTIFYING CUSTOMERS 1. Internal Customers 2. External Customers SECTION 2 – IDENTIFYING COMPETITORS & THE COMPETITIVE EDGE 1. Identifying Competitors 2. The Competitive Edge SECTION 3 – IDENTIFYING & MEETING CUSTOMER’S NEEDS SECTION 4 – ATTITUDE & LISTENING 1. Attitude 2. Listening SECTION 5 – FORBIDDEN PHRASES & SOFT LANGUAGE SKILLS 1. Forbidden Phrases 2. Soft Language Skills SECTION 6 – DEALING WITH PROBLEM CUSTOMERS 1. STEP 1 – Listen 2. STEP 2 – Empathise 3. STEP 3 – Apologise 4. STEP 4 – Solve the Problem SECTION 7 – PERSONAL PERFORMANCE MODULE 4: TIME MANAGEMENT & PRODUCTIVITY SECTION 1 – IMPROVING TIME MANAGEMENT 1. Time Wasters 2. Procrastination 3. Saying No 4. Activity Logs 5. Saving Time SECTION 2 – SETTING GOALS & OBJECTIVES 1. Pareto’s Principle – The 80:20 Rule 2. Goals and Objectives 3. SMART Goals 4. The Three P’s SECTION 3 – PRIORITISING 1. The Priority Grid SECTION 4 – TIME MANAGEMENT TOOLS 1. To Do Lists 2. Action Plans 3. Diary Management SECTION 5 – MOTIVATION FOR TIME MANAGEMENT 1. Help, I can’t start! 2. Common Problems & Solutions MODULE 5: BASIC SELLING SECTION 1 – WHAT IS SELLING? 1. Shooting for the Stars 2. The Expectancy Theory SECTION 2 – BUILDING RELATIONSHIPS WITH CUSTOMERS 1. Trust 2. Respect 3. Rapport 4. Interest 5. Credibility 6. Going the Extra Mile 7. Johari Windows SECTION 3 – OBJECTIONS AND BUYING SIGNALS 1. Does an Objection Mean NO? 2. Overcoming Objections 3. Handling Objections 4. Buying Signals SECTION 4 – GOOD COMMUNICATION SKILLS IN SELLING 1. The Ten Key Elements SECTION 5 – SEVEN SECRETS OF SALES SUCCESS SECTION 6 – LET’S DO IT! 1. The Power of the Mind Register for this course or make an enquiry. Go back to the Combination Courses menu. |