Call Center Training - Call Center Learning Solutions, training the voice of your business with on-site courses, online courses,web seminars, and e-learning call simulations.

This 2-day workshop is designed for a “transaction” based sales environment. It teaches techniques to effectively uncover customers’ needs. It helps you recognize opportunities to add-on, cross-sell and up-sell. It also helps you reduce resistance and overcome the fear of closing. You will learn ways to make recommendations and to add value for your customers. You will practice these skills to enhance and increase your confidence.

What will you learn?

Agents will learn to recognize opportunities to recommend additional products/service offerings and uncover trigger words to prompt add-on selling, cross selling, and up selling opportunities.

Key Learning Points

Describe the facts and statistics about successful selling
Recognize customers’ buying behaviors
Practice the core skills of selling using the S.C.O.R.E. process
Listen for verbal clues to uncover needs
Develop responses that describe customers’ needs
Use questions to do needs-based data gathering
Offer benefits based on solutions to your customers’ needs
Uncover reasons for customer resistance
Overcome customer resistance
Re-phrase benefits and gain acceptance
Ask for the sale based on individual situations
Close successfully
Use the entire S.C.O.R.E. process to successfully complete a role-play

Modules

Understanding Add-On Selling, Up Selling, And Cross Selling

Define add-on selling, up selling and cross selling
Define the Sales Cycle
Identify what customers want
Explain the importance of customer care to the sales process

Buying Styles

Apply knowledge of behavior styles to customer buying styles
Recognize what customers need in order to buy from you
Modify your behavior to effectively sell to your customer
Identify client’s style from verbal clues

Habits, Attitudes and Selling

Assess the impact of your attitude
Identify steps to improve/change attitude

S.C.O.R.E.

Use listening and response skills
Develop questions to uncover needs
Recognize buying signals
Sell solutions and benefits
Uncover and overcome resistance
Ask for and close the sale
Position for the future

Behavior Styles

Identify the 4 major behavior styles/traits
Identify your own behavior style

Practice and Role-Play

Demonstrate skills and competency through full “typical call” role-play

Workshop Environment

This workshop is interactive and involves team building exercises, group discussion, brainstorming, practice and the situational application of skills. Students are totally involved in the learning process. Students practice each skill as it is learned. Students must demonstrate skills and mastery through End of Module and End of Course Role-play sessions with feedback and coaching by Call Center Learning Solutions Master Trainer.