Call Center Telephone Sales

Overview/Description
 How many times have you attempted to get your point across over the phone, only for it to end up unsuccessful? Would you like to improve your conversational skills? When you take this course, you will learn how to save your and your customer's time. Learn which principles and techniques of selling, professional presentation approaches, and telemarketing laws apply to you. Using your time efficiently is important because time is money! Remember this course is dependent on the previous call center courses; to be a good sales rep, you need a combination of communication and customer service skills.

Target Audience
 This series is targeted for new, front line agents at a call center.

Expected Duration
3.0 hours

Lesson Objectives:

Principles and Techniques of Telephone Sales

  • recognize the benefits of following proper telephone sales principles and techniques.
  • identify the tasks involved in planning a telephone sales call.
  • use the proper techniques to successfully close a telephone sale.
  • identify the information you should gather to complete a call report for follow-up calls.
  • use the appropriate questions and comments to complete each task in a telephone sales presentation.
  • apply the appropriate telephone sales call methods that enable you to qualify a customer as a decision-maker who has a need for your product or service.
  • identify the tasks a call center agent must complete to successfully use a telephone sales script.

    • Telemarketing Laws

  • recognize the benefits of following telemarketing laws and standards.
  • classify telemarketing regulations as either laws or standards.
  • choose call center activities that are in compliance with industry laws and standards.

    • Course Number: CUST0114