July 14, 2017

One-day Learning Session

8:30am – 5:30pm

AIM Conference Center

Benavidez corner Trasierra Streets, Legaspi Village, Makati City, Metro Manila

 

To register, call:

877-6502 | 832-1409 | 370-9961 to 63

(Globe) 0917-325-7870

(Smart) 0919-614-2598

 

AM LEARNING SESSION 8:30am – 12:00nn

Professional Telephone Skills and Etiquette in the Workplace

LEARNING SESSION DESCRIPTION:

One of the most downplayed touchpoints in company-customer interaction, particularly in providing a great customer experience, is telephone conversations. It’s not all the time that customers or even potential customers speak with customer service providers face to face. There are instances when they need to call first or can only really speak over the phone given their situation.

Therefore, organizations must also focus their resources on educating, equipping, and encouraging their customer service department personnel, particularly their frontline staff, on the best practices in putting their customers in an investment-worthy telephone experience that exceeds their expectations and strengthens their relationship with the product or service provider through its front office employees.

This 4-hour allows the target participants to experience learning that is centered on the strategies and techniques that make customers and would-be customers alike happy, satisfied, contented, and therefore, loyal users of products and patrons of services.

 

KEY BENEFITS

KNOWLEDGE/SKILLS:

• They are now more confident and capable to assist their customers over the phone and give them a one-of-a-kind calling and customer service experience that shows respect and care towards both already-paying customers and potential clients

ATTITUDE:

• They are going to realize, appreciate, and recognize the personal fulfillment that will be enjoyed exceeding customer’s expectations, making them happy, satisfied, and contented, and simply being able to help them with their reason for calling.

 

ENTERTRAINMENT GOAL:

In this session, your participants and your organization will be able to:

• Apply chosen best practices in providing a wonderful customer experience from greeting to closing a call like:
   
  • The H.O.T. (High-Impact Opening Technique) in Greeting
  • The Fs of Active Listening and Comprehension
  • The P.R.E.T.TY Technique in Placing Customers on Hold
  • Varieties of Transferring Callers (Cold, Lukewarm, and Warm Transfers)
  • Ending the call with a Bang!
     
• Recognize their most common Areas For Improvement (AFIs) in giving their customers a memorable experience over the phone and work on them with sincerity and passion.
• Appreciate and strengthen the benefits of making customers appreciate their calling and telephone customer service experiences that make them loyal and faithful to the company and its products and services.

 

WHO SHOULD ATTEND?

This learning session is suitable to a wide range of professionals but will greatly benefit:

• Frontline employees like receptionists and the like.
• Call center employees providing customer service over the telephone.
• Any other employee who uses the telephone to converse with customers, co-workers, suppliers/vendors/providers, and other stakeholders.

 

LEARNING SESSION OUTLINE:

THE BEST AND WORLD-CLASS PRACTICES IN PROVIDING A WONDERFUL CUSTOMER TELEPHONE EXPERIENCE:

• The H.O.T. (High-Impact Opening Technique) in Greeting
  • Prepare and Focus
  • Predict Success
  • Sound Passionate and Smile
  • Build Rapport Early
  • Thank them for their Time
     
• The Fs of Active Listening and Comprehension
  • Focus
  • Feel
  • Fact-find
  • Let the customer Finish
  • Never Foretell
  • Formulate
  • Follow through
  • Recap Facts
  • Maximize Forms
     
• The P.R.E.T.TY Technique in Placing Customers on Hold
  • Permission
  • Reason
  • Expectation
  • Time
  • Thank You
     
• Varieties of Transferring Callers to Another Department or Dealing with Misdirects
  • Cold Transfer
  • Lukewarm Transfer
  • Warm Transfer
     
• Ending the Call with a Bang
  • Extending Help
  • Leaving a Long-Lasting Impact

THE CRITICAL AREAS FOR IMPROVEMENT IN TELEPHONE CUSTOMER EXPERIENCE:

• Becoming job or process-oriented instead of customer, solution, and experience-focused
  • Great customer experience and how it’s provided
     
• Disregarding customer emotions or feelings through verbal cues
  • The power of acknowledgement
     
• Knowing when to empathize and not just sympathize depending on the customer’s situation
  • The empathy process
     
• Pacifying irate customers and dealing with their difficult attitudes and behaviors
  • Why customers respond or behave the way they do
  • Emotional control for employees
     
• Replying/Explaining with negative responses and insensitive tone of voice
  • Positive framing
  • Matching situation with the right emotions

 

LEARNING SESSION PROCESS

This session will utilize a variety of proven adult learning techniques to ensure maximum understanding, comprehension and retention of the information presented. This includes Interactive discussions, Immediate application exercises, Group dynamics, Multi-media learning, EnterTrainment at its Best!

 

PM LEARNING SESSION 1:00pm – 5:30pm

Mastering Telesales: The Keys to Becoming a Better Telemarketer

LEARNING SESSION DESCRIPTION

Selling is already difficult. However, it’s even more challenging when it’s done over the phone where the seller can’t see the buyer and can only hear his/her voice and vice versa.

Body language, facial expressions, and hand gestures are all very crucial in building rapport with potential customers and being able to persuade them more effectively. So, how can closing a sale or a deal be possible over the phone when telesales staff is faced with this significant limitation?

What are the keys to success to selling over the phone and simply becoming a much better and more results-oriented telesales practitioner?

This 4-hour learning experience aims to educate, equip, and encourage the beneficiaries on the needed cognition, competencies, and character to contribute to their company’s bottom lines, profit that is, through telesales.

 

KEY BENEFITS

KNOWLEDGE/SKILLS:

• They are now more capable, confident, motivated, and inspired to keep on selling and closing deals over the phone and counter possible caller skepticism, objections, and hesitations through value-adding approaches, methods, strategies, and techniques in telesales.

ATTITUDE:

• They are going to possess the mentality of a winner who doesn’t only know what he/she needs to do to sell over the phone and how to do it well but is also guided by his life and career goal/s, determination, perseverance, optimism, and other positive sales values necessary to master telesales.

 

ENTERTRAINMENT GOAL:

In this session, your participants and your organization will be able to:

• To digest and try out the psyche of an ideal telesales professional who can sell despite the odds and even in the worst stress and pressure
• To start applying and mastering different experience-proven and time-tested best practices in the sales process
• To love one’s role and make this role love them back in the form of results by showing passion, resilience, self-improvement, and progressive levelling-up.

 

WHO SHOULD ATTEND?

This learning session is suitable to a wide range of professionals but will greatly benefit:

• Inbound and outbound telesales and even telemarketing employees.
• Supervisors and managers in the telesales/telemarketing departments.
• Instructional program designers and corporate trainers of telesales/telemarketing programs.

 

LEARNING SESSION OUTLINE

A. THE PSYCHE OF A TELESALES MASTER

• Inviting Sales through Success Attraction
  • The Cs of Attracting Success in Telesales
  • Tools in Success Attraction
     
• The ‘So What? Next!’ Mentality in Telesales
   
• Stress and Pressure Are Just in the Mind
   

B. WE DON’T SELL, WE COUNSELL: SOLUTION-BASED SELLING IN TELESALES

• Performing Solution-based Selling
  • It all starts with Building Rapport
  • To sell, don’t sell
  • Listening actively does the trick
  • Personalize your response and solutions
  • Using the ‘Subtle Threat’ technique
     

C. BEST PRACTICES IN TELESALES:

• Upselling
   
• Cross-Selling
   
• Greeting and Closing
   
• Turning Unwelcoming Gatekeepers to Willing Gateopeners
   
• Verbal and Visual Keys of Telesales: What to Say and How to Sound
   
• Engaging Prospects and Establishing Connection
   

D. ‘NEGOSYO’ATE: HOW TO PROPERLY NEGOTIATE OVER THE PHONE

• Goal
   
• Relationship
   
• Trades
   
• Alternatives
   
• Expectations
   
• Consequences
   

E. DEALING WITH OBJECTIONS AND CONVERTING OBJECTIONS TO OPPORTUNITIES:

• Understanding How Customers Think
   
• Common Objections and How to Handle Them

 

LEARNING SESSION PROCESS

This session will utilize a variety of proven adult learning techniques to ensure maximum understanding, comprehension and retention of the information presented. This includes Interactive discussions, Immediate application exercises, Group dynamics, Multi-media learning, EnterTrainment at its Best!