Call Center Sales and Service

Who should attend

  • Agents
  • Team Leaders

What you will learn

  • Building relationships
  • How to maximize your inbound customer sales through
  • Understanding buying psychology
  • Using questions effectively to meet goals and control the call
  • Overcoming objections and closing effectively
  • Recognizing and capitalizing on upsell and cross-sell opportunities

Course Outline

Module 1 Relationship-Driven Sales

  • Four stages of the inbound sale
  • The importance of respect, expertise, and solution
  • The importance of first impressions
  • Key considerations for listening
  • Getting to the solution
  • The new model of selling (relationship-oriented)
  • Four steps to building the relationship

Module 2 The Psychology of Buying

  • The 7 principles that drive buying behavior and how they impact the sales experience

Module 3 Effective Questioning

  • Using questions to build the relationship
  • Using questions to determine eligibility
  • Using questions to find out what is important to the customer
  • Using open and closed questions effectively
  • How to control the conversation appropriately
  • Three questions to use when you don’t know how to respond
  • Feel, Felt, Found technique

Module 4 Handling Objections and Closing the Sale

  • The importance of relationship in handling objections
  • 5 steps for handling objections
  • Identifying and handling declared statements, subtle put offs, and legitimate concerns
  • Handling price
  • Moving to the close

Module 5 Upselling and Cross-selling

  • Identify opportunities to upsell and cross-selling based on relevance
  • Considering the impact of upselling and cross-selling<\li>
  • Presenting opportunities in terms of the benefit for the customer