Telemarketing is, without doubt, one of the key business solutions that is associated with the digital age. It has so many benefits, like reducing the operational cost of marketing; eliminating the fear of face-to-face prospecting, taking off gatekeepers like receptionists and personal assistants who would not allow access to the decision makers; quadrupling the number of contacts that can be touched in a day, and so many more. Beyond all this, it is one of the fastest ways to establish customer retention.
Marketing, Sales and Customer Servicing are 3 cardinal business elements that telemarketing can empower, and our programme is poised to meet these 3 Cardinal points. Our telemarketing training programme has been designed to empower participants with the requisite telemarketing skills. It combines role play, video analysis, personality assessment, practical voice session and several other teaching methods.
Who should attend
Sales Managers, Sales and Marketing Managers, Sales Team Leads
Programme Fee
₦ ####### Per Participant.
Group pricing is also available
Duration
2 Days
Modules can be adjusted to fit your specific training needs and timing
Training Modules
Module 1: Introduction to Tele-Business World
- ① Telesales vs Telemarketing vs Tele-servicing
- ② The dynamics of Telephone Communication
- ③ Verbal and Non Verbal Element
- ④ Telemarketing and Customer Retention
Module 2: Product Knowledge
- ① Defining Your Product Model
- ② Defending your Product Model
- ③ Product Knowledge and Customer Retention
Module 3: The Power of Questioning
- ① Question Dynamics and Impacts
- ② Open-Ended Questions Technique
- ③ Close-Ended Questions Techniques
- ④ Probing-Question Techniques
- ⑤ Questioning for Customer Retention
Module 4: The Power of Listening
- ① Listening vs Hearing
- ② Active Listening Model
- ③ Listening and Customer Retention
Module 5: The Telesales Process (Part 1)
- ① Psychology of Tele-Selling/Tele-Marketing
- ② The Pre-Call Plan
- ③ The R.A.D.A.R. Model
- ④ Intricacies of Building Rapport
- ⑤ Arousing Interest
- ⑥ Eliciting Customer Difficulties
- ⑦ Identifying Needs
- ⑧ Expanding Portfolios
- ⑨ Affirmation and Validation
Module 6: The Telesales Process (Part 2)
- ① Objection Handling Techniques
- ② Closing Technique
Module 7: Telephone Etiquette
- ① The Courtesy Equation
- ② The Voice Factor
- ③ Toxic Words
- ④ General Do’s and Don’ts
Module 8: Where Customer Retention Lies
- ① The Feeling Factor
- ② Remembrance Structure
- ③ The Solution Factor
Module 9: Emotional Stability
Learning Outcomes
- ① Recognise the elements of marketing, selling and servicing on the phone
- ② Build rapport that would keep customers engaged
- ③ Exhume pleasantness over the phone
- ④ Avoid being aggressive on the phone
- ⑤ Invoke powerful emotions that would leave the customer excited
- ⑥ Define the company’s products in an interesting systematical manner
- ⑦ Ask strategic questions that are solution-bound
- ⑧ Listen more effectively
- ⑨ Use the R.A.D.A.R. call model for successful telemarketing
- ⑩ Identify various telephone mannerisms to use and to avoid
- ⑪ Identify the simple communication techniques that define courtesy
- ⑫ Increase the company’s product portfolios over the phone
- ⑬ Identify ways to meet the customer in a conversation-ready state
- ⑭ Make short, precise and solution-focused calls.
- ⑮ Recognise the customer’s feelings over the phone
Contact us for this in-plant training
- Address : First Floor, Front Wing, No. 19 Town Planning Way, Airtel Bus Stop, Ilupeju Anthony, Lagos.
- Phone : +234 809 630 3933 and +234 809 087 3207
- Email : ask@pausefactory.org
