Phone customer service and sales

Premise
Remote communications with customers for sales and customer service brings unique challenges to CSR professionals and sales teams. This module addresses these challenges and builds skills to optimize communications and outcomes,  improving overall business performance.
Overview:
•    Discuss the unique challenges of customer service representatives when interacting remotely with customers
•    Review the salespersons’ role in helping to optimize overall business performance
•    Discuss the importance of ethics, trust, expertise and continuous learning to a high-performing sales professional
•    This is a good foundational module for communication
•    Activities include interactive discussions, white boarding, remote-polling and reflection

Objectives:

•    Continually improve your vocal quality and call performance
•    Know the VOICETM framework and apply it to every call:

›    Verbal Handshake
›    Objective of the call
›    Issues resolved
›    Commitment secured
›    Ending the call

•    Develop vocal quality, Listening skills, 
•    Know the importance of Trust in building customer relationships
•    Know your Communication Style and recognize styles in others
•    Flex your response for optimal call outcomes