Management and Communication Courses

Who should attend ?

Those who need to give the best possible image of their Company’s products, their Company and themselves, over the telephone. They need to convince and sell.

Objectives

• Quickly determine the caller’s profile

• Ask questions to determine the caller’s needs

• Give clear and appropriate explanations

• Redefine and reformulate

• Show constant positive attitude

• Demonstrate willingness to help the caller

• Deal with objections and difficult situations

• Efficiently terminate the call

Course content

Maximum participant practice taking part in role plays, feedback and coaching.

• Noting/giving names and numbers

• Asking the right questions : open/closed

• Listening in action

• How to transmit the right image using only voice, warmth and conviction

• Giving the client a feeling of importance – the personal touch