Call Center - Inbound Selling Training

Align the Call Center

Description:
The call center is one of the most important alternative channels for delivering products and services. Call center representatives are the first, and sometimes the only, employees whom current and potential customers ever encounter. Whether existing customers call regarding their accounts or prospects shop for information, call center representatives must provide excellent service and professional, needs-based selling.

This workshop is designed to help call center representatives expand their role as sales and service providers. The program is based on the fundamental principle that the best service you can provide customers is to meet all their needs through the sale of appropriate products and services. Participants have a chance to identify the poor practices that can make telephone solicitation irritating to people who are otherwise willing to do business by phone. They explore the role of attitude in positioning themselves for sales success.

During the Inbound Selling Training workshop, participants learn how to use a Customer Interaction Model to provide efficient, optimal structure for each call. The model guides participants through a telephone sales process that includes establishing rapport, exploring needs, making recommendations, asking for the business, and concluding the call in a way that builds and sustains customer relationships.

Results:

1. Identify typical customer need areas
2. Establish rapport with customers
3. Use effective questioning techniques to identify gaps in products or services used by a customer
4. Make recommendations that link benefits to needs
5. Deliver an effective sales message
6. Respond effectively to customer objections
7. Ask for the business and close the call

Target Audience:
Inbound Selling Training is designed specifically for call center reps who:

1. Handle the majority of the service calls and cross-sell other products and services to meet customer needs
2. Are part of a team taking inbound sales calls and who may also make outbound telephone sales calls

To speak with an LSA Expert to learn about the call center - inbound selling training customization options for your company, please contact us.