TELEPHONE SKILLS

EXCELLENT TELEPHONE MANNERS AND COURTESIES

• Answering the telephone
• Putting callers on hold
• Transferring and screening calls
• Taking messages
• Handling difficult situations
• Developing effective listening skills
• Using customer friendly language

MAXIMISING INCOMING CALL OPPORTUNITIES

• Making the most of every telephone opportunity
• The magic of the first 10 seconds
• Creating rapport on the telephone
• Incoming call rules

TELEMARKETING - THE STRATEGIC ADVANTAGE

• When to start - How to begin
• Removing call reluctance - overcoming fear
• Understanding the numbers game
• Telemarketing plan - The importance of a plan in your success
• How to target your prospects
• Getting past the gatekeeper
• Making follow-up calls
• Making appointments
• Making a sale on the phone
• Value adding
• Building a mail list and your business
• Scripting your message