Sales Training for Call Centers Training

Do you sell your products or services via a telesales team in a call center and want to improve their performance? Concepts like up selling and cross-selling are not inherent in most individuals, but these skills can be learned and implemented with practice.

This Sales Training for Call Centers course from PD Training will provide your call center representatives the tools and techniques on how to handle diverse situations, learn practical and effective outbound call strategies, answer questions, confidently suggest additional products and services to better meet their clients’ needs, overcome objections, close calls with positive outcomes and much more!

This training course is now available in Malaysia and Kuala Lumpur.

This Sales Training for Call Centers course can be delivered at your premises by one of our expert local or international trainers or live online using our HIVE technology.

Click on the In-house tab below to generate an instant quote.

Learning Outcomes
Course Outline
In-House
Training
  • Learning Outcomes - Sales Training for Call Centers Training

    In this course participants will: 

    • Learn practical and effective outbound call strategies
    • Understand the different types of buying motivations
    • Master the strategic sales process, matching your products and services to buyer motivations
    • Learn strategies for effective communication
    • Gain advanced phone etiquette skills
    • Understand the importance of setting SMART goals
    • Learn and interpret the six key factors to success
    • Understand the importance of always being customer-focused
    • Know when it's time to close the deal
    Duration: 1 day course
    PD Training customer feedback infographic with average of 9 out of 10



    Reviews

    Sales Training for Call Centers Training Reviews:

    The day passed without noticing the time, never found myself drifting away and Anne was great all day I could have sat in a training session for three days, Excellent job :) 
    Rivalea Australia

    Enjoyed the day, and will defiantly be doing more training with Troy. thanks again 
    Autodata

    Troy was flexible and enthusiastic. He delivered the content so that it was relevant and practical to our business. We are all motivated to start implementing these new strategies. The training was fantastic although now I will be very busy implementing it all :) 
    BSG Australia

    Always very helpful - much appreciated! 
    TILENET PL




  • Course Outline - Sales Training for Call Centers Training

    Download Sales Training for Call Centers Training Outline

    Foreword:

    A well-trained Call Center is the heart of any operation.  Call Center employees who possess skill and professionalism, who know how to handle a great variety of situations, will be an asset to any organization.  By presenting these attributes, call center staff will also personally benefit in terms of salaries and performance bonuses. Call Center training will allow the employee to enter their work area with confidence knowing they are equipped to answer questions and overcome objections and ultimately close the deal.

    Sales Training for Call Centers Training - Lesson 1
    Getting Started
    • Pre-Assignment Review
    • Workshop Objectives
    Sales Training for Call Centers Training - Lesson 2
    The Basics (Part I)
    • Defining Buying Motives
    • Establishing a Call Strategy
    • Prospecting
    • Qualifying
    • Case Study
    Sales Training for Call Centers Training - Lesson 3
    The Basics (Part II)
    • Getting Beyond the Gate Keeper
    • Controlling the Call
    • Difficult Customers
    Sales Training for Call Centers Training - Lesson 4
    Phone Etiquette
    • Preparation
    • Building Rapport
    • Speaking Clearly- Tone of Voice
    • Effective Listening
    • Case Study
    Sales Training for Call Centers Training - Lesson 5
    Tools
    • Self-Assessments
    • Utilizing Sales Scripts
    • Making the Script Your Own
    • The Sales Dashboard
    • Case Study
    Sales Training for Call Centers Training - Lesson 6
    Speaking Like a Star
    • S= Situation
    • T= Task
    • A= Action
    • R=Result
    • Case Study
    Sales Training for Call Centers Training - Lesson 7
    Types of Questions
    • Open Questions
    • Closed Questions
    • Ignorant Redirection
    • Positive Redirection
    • Negative Redirection
    • Multiple Choice Redirection
    • Case Study
    Sales Training for Call Centers Training - Lesson 8
    Benchmarking
    • Benchmark Metrics
    • Performance Breakdown
    • Implementing Improvements
    • Benefits
    • Case Study
    Sales Training for Call Centers Training - Lesson 9
    Goal Setting
    • The Importance of Goals
    • SMART Goals
    • Staying Committed
    • Motivation
    • Overcoming Limitations
    • Case Study
    Sales Training for Call Centers Training - Lesson 10
    Key Steps
    • Six Success Factors
    • Staying Customer Focused
    • The Art of Telephone Persuasion
    • Telephone Selling Techniques
    • Case Study
    Sales Training for Call Centers Training - Lesson 11
    Closing
    • Knowing when it's Time to Close
    • Closing Techniques
    • Maintaining the Relationship
    • After the Sale
    • Case Study
    Sales Training for Call Centers Training - Lesson 12
    Wrapping Up
    • Words from the Wise

  • In-House Training

    Clients and testimonials

    In-House training benefits:

    • Flexible length - sessions as short as 1-hour
    • Cost effective - great group pricing
    • Greatest impact in the shortest time
    • Excellent Team Building Opportunity
    • Certificate of Completion (always available in the App)
    • Comprehensive courseware as books (& available in the App)

    Delivery Options for In-house training
    1-hour Motivator
    one hour motivator
    3-hour Power Sessions
    3 hour power session
    Full-day training
    full day training
    Conferences
    Conferences

    Choose the Training Location


    You can expect:

    Activities and discussion

    To Be Engaged All Day

    Activities and discussion for engaged learning all day.

    Real world trainer

    An outstanding trainer

    On average PDT trainers have 15 years industry experience 7 years training experience.

    Tailored training

    Focussed on you

    We always tailor activities and scenarios to be relevant to you.

    Refresher course

    Refresher Course $0

    In-House and Public Class participants are welcome to join a public class in the same topic for 12 months.

    Price coaching

    1/2 Price Coaching

    We all know the importance of reinforcement, so we'll come back within 90 days of the original course 1/2 price.

    Confidence of booking

    Acclaimed Provider

    The confidence of booking with an acclaimed multi national training company.

    eLearning and video

    Multi-modal Reinforcement

    Support, reinforcement & extension eLearning and videos in the App.

    Orgmenta app
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