The Telephone Skills Coaching Manual
Gower Publishing Ltd (Verlag)
978-0-566-08302-0 (ISBN)
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This manual contains ready-to-use sessions for working with individuals or small groups. The material is designed to enable the trainer or coach to help trainees reflect on their experiences, share success, learn from failure and practise new skills and techniques until they're ready to try them out for real. The coaching processes involved in the manual will improve self-awareness and teach your people how to observe behaviour and give and receive effective feedback. The materials can be used to develop: everyone who needs to improve their telephone skills: receptionists and telephone "gatekeepers"; call centre and telephone sales teams; and credit control staff and other specialists. Volume One focuses on the fundamental telephone skills that we all need, along with the skills for handling inbound customer service and sales calls. Volume Two covers outbound calls.
Pat Cochrane runs her own sales and marketing consultancy, PMC Associates, working with clients like BT, Eircom, Legal and General, The Prudential, The Industrial Society, Credit Suisse Asset Management and BskyB. She is the author Outbound Telephone Selling also published by Gower.
Volume 1. Part 1 Key Telephone Skills: Introduction; Planning and assessing - checklist; Why do we need to conduct telephone training; Top tips for trainers; Organising yourself for handling an incoming call; How to develop your telephone personality; Who is calling?; How can you tell? - mental images; Building a rapport with a customer; It's not what you say, it's the way that you say it; How to project a positive rather than a negative attitude; Developing strategies for handling difficult customer behaviour; Using your voice to communicate your message; Slang and lazy phrasing; The power of positive language; How to create a word picture; Using one word instead of several; The importance of listening; How to improve listening skills; Different levels of listening; How to avoid stereotyping customers and situations; How to use questions to develop your conversation; How to avoid interrogating your customer; Gathering information; Leaving the caller satisfied. Part 2 Inbound Calls: Introduction; May I help you?; Corporate response; The structure of an inbound call; Without action there is no communication; The criteria of a successful inbound call; Exploring the situation; Taking a sales order on the telephone; Handling a complaint on the telephone; When to involve others; What happens next?; Handling internal calls; Transferring calls; Handling external calls; The inbound telemarketing call; The inbound sales call; The inbound customer service call; Making an appointment via the telephone. Volume 2. What is selling?; Buying motives; Planning and preparation; Setting objectives for your call; The structure of an outbound call; Who to call; Getting through; It's only me; Opening statements; Do you need it?; How to turn customers on to your proposition; Looking for a yes; Quoting the price and asking for an order; Finishing on a high note; Successfully dealing with customer concerns; Handling rejection in a positive way; The cold call; The market research call; The outbound sales call; The sales support call; The credit control call; Telephone account management; Games, assessments, checklists; Action plan.
| Erscheint lt. Verlag | 2.5.2002 |
|---|---|
| Zusatzinfo | Illustrations |
| Sprache | englisch |
| Maße | 210 x 297 mm |
| Themenwelt | Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb |
| ISBN-10 | 0-566-08302-7 / 0566083027 |
| ISBN-13 | 978-0-566-08302-0 / 9780566083020 |
| Zustand | Neuware |
| Informationen gemäß Produktsicherheitsverordnung (GPSR) | |
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