The incoming call
Featured in the Selling through Customer Service training manual
By Tony Gillen
Category: Sales Skills
Credit price: 4 download credits (Single user)
This is a high-energy training activity that utilises group work, syndicate activity and skills practice (role-play). It takes participants beyond answering telephone calls from customers. It gives them a structure to use and techniques to apply, which adds value for the customer and results in increased sales for the organisation. The training activity stands alone but is a natural adjunct to ‘Selling and the telephone’ and ‘The outgoing call’.
The training activity begins with a brief, humorous explanation of how incoming calls are typically handled. You then introduce the six-step conversation structure. The participants divide into syndicate groups to consider what is involved in each of the six steps. A telephone conversation utilising the steps is then played on a cassette player (or read out) and then analysed. The quality of the sales assistant’s telephone skills is explored ready for application by the participants. Participants then select typical customer calls and write their own telephone conversations in script form, all of which utilise learned points. The scripts are then recorded and played back or read out to reinforce the learning. Standards, skills and detailed techniques are reinforced in readiness for application in the workplace.
Who is it for: This training activity is intended for use by trainers with participants to explore how to maximise the likelihood of converting an incoming telephone call into an order using the six-step telephone technique.
| Resource Type: | Activity |
| Min Group Size: | 6 |
| Max Group Size: | 12 |
| Typical Duration: | 02:15:00 |
| No of Pages: | 25 |
Resources: View standard resources for Fenman training activities
Additional resources: A telephone unit, A cassette player.
Purpose: This training activity is intended for use by trainers with all customer contact staff who deal with customer enquiries. Inexperienced or low-performing staff will benefit from being able to use this call structure to close more positive customer decisions. Successful staff will appreciate a way to make their calls more efficient, if not more effective
Download the training activity, The incoming call as featured in the Fenman training manual; Selling through Customer Service