>> Telesales training activities
| Activities 1 to 10 returned from 32 training activities found |
| A call centre - what's the difference? | featured in: Call Centres: Maximising Performance |
| Use this training activity to give participants an opportunity to discuss and agree what factors affect their performance and where improvements can be made to maximise performance, and to help those responsible for the delivery of your service or product to appreciate what your customer wants and what they can do to ensure that this is delivered. | |
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1 member has downloaded this training activity View more > | |
| Customer-handling techniques | featured in: Call Centres: Maximising Performance |
| Use this training activity to highlight the importance of building effective customer relationships, giving participants an opportunity to discuss and agree what ‘good service looks and feels like’, and understand the potential impact on the business of providing anything other than the highest standard of service to their customers. | |
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1 member has downloaded this training activity View more > | |
| Managing moments of truth | featured in: Call Centres: Maximising Performance |
| Use this training activity to highlight the importance of each part of the customer interaction, covering all the ‘little things’ which can make a difference, and to generate an understanding of the impact of the total service experience, encouraging participants to take ownership and look for ways to improve performance. | |
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15 members have downloaded this training activity View more > | |
| Being assertive | featured in: Call Centres: Maximising Performance |
| Use this training activity to raise awareness of the importance of assertive behaviour in a call centre environment, and to convey messages clearly and concisely, using assertiveness skills to encourage positive communication and ensure that customers are not on the receiving end of aggressive or passive behaviour. | |
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2 members have downloaded this training activity View more > | |
| Questioning and listening skills | featured in: Call Centres: Maximising Performance |
| Use this training activity to give participants an opportunity to consider the impact of their own communication style on the internal and external customer, building awareness of what the terms ‘questioning’ and ‘listening’ mean in a call centre environment, and the benefits of adding these skills to their own portfolio. | |
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14 members have downloaded this training activity View more > | |
| Different types of customer | featured in: Call Centres: Maximising Performance |
| Use this training activity to raise your participants’ awareness of different character types and of the most effective ways of dealing with these on a day-to-day basis. | |
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3 members have downloaded this training activity View more > | |
| Voice and language | featured in: Call Centres: Maximising Performance |
| Use this training activity to enable participants to identify the principles of tone of voice and positive language, and to practise using the key elements in order to improve the standard of service as perceived by the customers themselves. | |
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5 members have downloaded this training activity View more > | |
| Sales and service - the psychology of a sale | featured in: Call Centres: Maximising Performance |
| Use this training activity to enable participants to build a clear understanding of the process the customer goes through when deciding to purchase a product or service, and to help their people guide the customer through this process and ‘help them to buy’. | |
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5 members have downloaded this training activity View more > | |
| Fact-finding skills | featured in: Call Centres: Maximising Performance |
| Use this training activity to enable participants to identify ways of effectively gaining relevant information from the customer in order to advise them of appropriate products and services to meet their needs. | |
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14 members have downloaded this training activity View more > | |
| Meeting customer needs | featured in: Call Centres: Maximising Performance |
| Use this training activity to enable participants to understand the importance of background knowledge of their organisations, and to follow through the sales process once the customer’s needs have been identified. | |
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2 members have downloaded this training activity View more > | |