At present, the customers are becoming increasingly demanding y critics. The wide availability of companies y products Whether in the local area itself or via the Internet, anywhere in the world, this maximises the opportunities for sales. In this context, it is essential to have suitable, trained staff who are capable of providing excellent telephone service to customers, meeting their requirements and responding to their needs through the sale of our product. With this Customer Solutions & Telemarketing course You will learn how to reach customers by telephone, how to deal with different types of customers, and, ultimately, how to make a telephone sale that leaves both parties fully satisfied.
Corporate
Corporate
8 pm
Customer Solutions & Telemarketing
Corporate
8 pm
Introduction
Objectives
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Get an introduction to the world of telemarketing. What it involves, and its advantages and disadvantages.
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Learn sales strategies applied to telemarketing.
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Knowing how to please the customer and what can be offered to them.
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Understanding ways of negotiating and trading information with the user.
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Learning how to identify customers’ needs and how to meet them problems y issues.
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Gain a basic understanding of marketing y sales techniques.
Table of Contents
TEACHING UNIT 1. TELEMARKETING
1. Introduction
2. Telemarketing
3. Telemarketing sales activities
4. Sales promotions
5. Advantages of telemarketing
6. Disadvantages
TEACHING UNIT 2. FRAMEWORK FOR IDENTIFYING CLIENTS’ NEEDS
1. Requirements development technique
2. Questions to put the issue at hand into context
3. Questions to gauge the level of customer satisfaction
4. Questions about the effects or consequences of the problem
5. Solution questions
TEACHING UNIT 3. SALES TECHNIQUES APPLIED TO TELEMARKETING
1. Introduction to Marketing
2. Sales techniques
3. Stages of the sales interview
4. Activities and duties of a sales representative/call centre agent
5. Customer follow-up
TEACHING UNIT 4. NEGOTIATION TECHNIQUES
1. Negotiation strategies
2. Negotiation tactics
3. Practical matters
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