The aim To teach staff how to make a sale over the telephone by remembering a few simple steps. About the programme Poor telephone technique doesn't just create a bad impression, it loses business. Missed opportunities can result from sloppy behaviour, an over-familiar approach and less-than-professional attitude. In this video a Jack-the-lad telesales executive is quick to complain about the treatment he receives from an evasive car salesman he's been trying to pin down over the telephone. But he is blind to his own errors. It isn't until a 'Twilight Zone'-like dream sequence that he sees the light and discovers where he's been going wrong. The benefits Teaches staff how to deal with enquiries and develop sales opportunities Practical and easy-to-follow techniques Demonstrates how to close a sale over the phone Suitable for call centre and telesales staff - in fact anyone who takes a customer call Programme includes: DVD (20 mins) Briefcase booklet Discussion leader's guide

The aim To increase the call handling skills of call/contact centre staff, with specific emphasis on client relationships, problem solving, multi-tasking and advanced telephone techniques. About the programme Effective call handling uses a variety of interactive and engaging scenarios to enable staff working in call/contact centres to improve and enhance their skills. They will learn how to maintain client relationships, become expert in problem solving and undertake responsibility to solve problems quickly and efficiently. The course also covers team leadership and supervision, to enable team-leaders to focus on their team members' development, as well as ensuring that the key business objectives of their organisation are met. Although the course uses general contact centre scenarios, it has been designed to enable client or industry specific scenarios to be added. This means that a customised version can be created to meet your specific training and business requirements. For further details and costs on developing customised scenarios, please contact us for more information. The benefits -Accredited to underpin the Vocational Qualification in Call Handling (Level 3) -The ability to incorporate industry or client specific contact centre scenarios -The course can be accessed on a modular basis therefore reducing down-time Programme includes: CD-ROM, info on 'Custom Scenarios', other support materials

The aim To equip telesales staff with all the skills they need to do better business. About the programme Whether it's training a completely new telesales team, a refresher course for existing staff, or fine-tuning certain aspects of an individual's performance, this course covers it all. From start to finish, every facet of the sales process is tackled. From making initial contact and finding out customer needs through to identifying buying signals, dealing with objections and closing the deal - it's all here in eleven easy-to-follow segments. Based on people and situations everyone will identify with and presented in a fun but structured format, each video segment is followed by a review of key points by a telesales expert. So if probing, say, or staying in control of a presentation is a problem, these are skills that can be focused on. And if it's a whole new team that needs the ultimate A-to-Z to successful telesales then look no further. The benefits True-to-life scenarios staff can relate to Suitable for teams or individuals - experienced or novices Ready-made OHPs with the main training points Eleven flexible and easy-to-identify modules Programme includes: DVD(73 mins) 11 segments of video Trainer's guide Resources binder Handouts Worksheets 45 OHPs