Telephone Skills Training

Designed for everyone in business who makes or receives telephone calls.  Sales staff, service staff, telemarketers, accounts staff, complaints departments – all will benefit from this training.  Increase profits and motivate staff.  Turn average enquiries into sales.

  • Increase profits with effective use of the telephone
  • Turning incoming calls into Sales
  • Cross-selling and up-selling
  • Order taking vs Selling
  • Telemarketing
  • The Do’s and Don’ts of Telemarketing     
  • Cold Calling
  • Getting Past the Gatekeeper          
  • Targeting the Market and Understanding Prospects Needs                
  • Warming up a Cold Call  -  When is a Cold Call not a Cold Call                 
  • Handling Objections                                                                                           
  • Writing Scripts                                                                                                                  
  • Relationship Management                                                                                
  • Other Methods of Keeping in Touch        
  • Asking for referrals to increase opportunities                                                
  • Handling complaints                                                                                          
  • Why do Customers Quit?
  • Procedures and Systems