Purpose
To equip participants with superb i) Foundation Telephone Skills ii) Conference Call Skills iii) Video Conferencing Skills and iv) Telephone Sales Skills
Objective
By the end of this training, participants will have mastered and be able to use immediately the full range of telephone skills essential in the modern workplace.
Overview
The standard versions of this training are three-module workshops comprising Foundation and Conference Call Skills plus either Video Conferencing or Sales Skills. You choose according to your business’ needs. The workshops are intensely practical and punctuated by exercises, demonstrations, role-play and personalised 1:1 feedback, all designed to show participants how to handle every sort of incoming and outgoing business call. And designed as well to ensure that everyone they speak to will gain the right, POSITIVE impression of your business.
Foundation Telephone Skills
These are the basic skills vital to a superb telephone manner. This Module has four distinct learning Sections, followed by four distinct, practical Topics. The Sections concentrate on embedding an understanding of the attributes essential to good telephone communication. The Topics concentrate on the practical.
Conference Call Skills
The cost of travel, the cost of travel time and the wider cost of carbon footprints are among the many reasons why this topic has growing importance in the workplace. Once again we emphasise the practical.
Video Conferencing Skills
Guidelines for Participants and Speakers including:
Speaking:
- From projecting your voice through to making eye contact via the camera
Multipoint Conferences
- From identifying yourself through to directing questions to specific locations
Sound
- From microphone “gain” through to muting your mike when not speaking
Hints and Tips
- From assuming you’re always on camera through to your clothes and colours to avoid
Telephone Sales Skills
The Ten Essentials for promoting your products, your services and your company over the phone – and making the sale. From Planning the Call and Schmoozing the Screener to Using Effective Questioning and Closing.
