Transcript The PLEASE ! Workshops ™ Probe . Listen . Empathize .
Slide 1
The PLEASE ! Workshops ™
Probe . Listen . Empathize . Articulate . Solve . End ™
Presentation
Telephone Selling Skills
Trainer/Presenter:
Shahrukh Moghal
PSMB Approved Trainer
EMP1654
Principal Consultant
Quality Input Resources Sdn. Bhd.
7-15, PV15, 2A Jalan Danau Saujana, Off Jalan Genting Klang, 53300 Kuala Lumpur
Tel: 603-23326665 Mobile: +60123278240 Email: [email protected]
web: http://www.contactskills.com/customer_service_training.html
Slide 2
High Impact Telesales Skills
4 Steps
Pre-training call assessment
Agent training
Team Leader training
Post-training call assessment,
One to one coaching, Reporting results
http://www.contactskills.com/telesales_skills_training.html
Slide 3
Project Agenda
Step 1
Pre-training call assessment
1. Detailed interaction with the management team to understand:
• Current Telesales approach and review of the existing call script
• Satisfaction and dissatisfaction levels and reasons
• Policies and procedures
• Do’s and don’ts for the consultant
• Signing of NDA – if required
2. Call Assessment using our assessment form
• Assessing recorded or live calls (made by a minimum of 10
telephone collectors)
• Script effectiveness assessment
• Identifying Customer objections and agreements
• Rep skill level, Rep telephone behaviour
• Script effectiveness
• Identifying Strengths and weaknesses in order to develop
customized training modules
• Developing a Pre-Training Call Performance Assessment Report
• Adjusting / tailoring telesales training modules according to
findings of the report.
http://www.contactskills.com/telesales_skills_training.html
Slide 4
The PLEASE ! Workshops ™
AGENT TRAINING
TELESALES WITH PLEASE FRAMEWORK
Probe
Listen
uncover customer needs,
pain points and selling
opportunities
Empathize
Articulate
understand the
customer’s perspective
to develop rapport and
trust
Active listening
Listening through
acknowledgment / probing
Solve
End
Benefits Selling. Provide
the most intelligent,
suitable & targeted
solutions.
tone, pitch, inflection,
enthusiasm, dialogue guide
call summary and an
open door for the next
scheduled follow up
Simulations, activities and exercises
http://www.contactskills.com/telesales_skills_training.html
Slide 5
Project Agenda
Step 3
Team Leader training
Team Leader Training Topics
•
•
•
•
•
•
•
•
•
The Telesales Team Leader's role
Team Leadership Strategy
Team Development
Leadership Skills
Coaching for success
Call monitoring and the P.E Form
Conducting Motivating Briefings
Developing scripts
Strategizing team motivational activities
http://www.contactskills.com/telesales_skills_training.html
Slide 6
Project Agenda
Step 4
•
•
•
•
•
•
•
•
•
•
Post-training call assessment & coaching
Implementing the new learning (Back to phones)
Call Monitoring and post training evaluation
Script effectiveness review
Fine tuning rep skills and dialogue
Individual soft skills evaluation report
development
Project report development and delivery
Has the skills gap been filled?
One to One Coaching for final touches
Further improvement plan development
Delivering motivational activities to team leaders
http://www.contactskills.com/telesales_skills_training.html
Follow up visit – 2 weeks later (FOC)
A follow-up skills retention exercise shall be performed 2 weeks after completion of the
project in order to evaluate performance once again and to provide recommendations for
further improvement. This session shall be classroom style – 2 hours per group trained.
Subsequently, Mr. Shahrukh shall be available for ad-hoc inquiries from trained agents
and team leaders through email.
Slide 7
CLIENTS
Banks
Insurance
Technology
Media
and more…….
BPO Call Centres
TELESALES, TELE-SERVICE OR TELE-DEBT COLLECTION
Slide 8
Shahrukh Moghal
PSMB Approved
Call Centre Trainer
+60123278240
[email protected]
www.contactskills.com
http://www.contactskills.com/telesales_skills_training.html
The PLEASE ! Workshops ™
Probe . Listen . Empathize . Articulate . Solve . End ™
Presentation
Telephone Selling Skills
Trainer/Presenter:
Shahrukh Moghal
PSMB Approved Trainer
EMP1654
Principal Consultant
Quality Input Resources Sdn. Bhd.
7-15, PV15, 2A Jalan Danau Saujana, Off Jalan Genting Klang, 53300 Kuala Lumpur
Tel: 603-23326665 Mobile: +60123278240 Email: [email protected]
web: http://www.contactskills.com/customer_service_training.html
Slide 2
High Impact Telesales Skills
4 Steps
Pre-training call assessment
Agent training
Team Leader training
Post-training call assessment,
One to one coaching, Reporting results
http://www.contactskills.com/telesales_skills_training.html
Slide 3
Project Agenda
Step 1
Pre-training call assessment
1. Detailed interaction with the management team to understand:
• Current Telesales approach and review of the existing call script
• Satisfaction and dissatisfaction levels and reasons
• Policies and procedures
• Do’s and don’ts for the consultant
• Signing of NDA – if required
2. Call Assessment using our assessment form
• Assessing recorded or live calls (made by a minimum of 10
telephone collectors)
• Script effectiveness assessment
• Identifying Customer objections and agreements
• Rep skill level, Rep telephone behaviour
• Script effectiveness
• Identifying Strengths and weaknesses in order to develop
customized training modules
• Developing a Pre-Training Call Performance Assessment Report
• Adjusting / tailoring telesales training modules according to
findings of the report.
http://www.contactskills.com/telesales_skills_training.html
Slide 4
The PLEASE ! Workshops ™
AGENT TRAINING
TELESALES WITH PLEASE FRAMEWORK
Probe
Listen
uncover customer needs,
pain points and selling
opportunities
Empathize
Articulate
understand the
customer’s perspective
to develop rapport and
trust
Active listening
Listening through
acknowledgment / probing
Solve
End
Benefits Selling. Provide
the most intelligent,
suitable & targeted
solutions.
tone, pitch, inflection,
enthusiasm, dialogue guide
call summary and an
open door for the next
scheduled follow up
Simulations, activities and exercises
http://www.contactskills.com/telesales_skills_training.html
Slide 5
Project Agenda
Step 3
Team Leader training
Team Leader Training Topics
•
•
•
•
•
•
•
•
•
The Telesales Team Leader's role
Team Leadership Strategy
Team Development
Leadership Skills
Coaching for success
Call monitoring and the P.E Form
Conducting Motivating Briefings
Developing scripts
Strategizing team motivational activities
http://www.contactskills.com/telesales_skills_training.html
Slide 6
Project Agenda
Step 4
•
•
•
•
•
•
•
•
•
•
Post-training call assessment & coaching
Implementing the new learning (Back to phones)
Call Monitoring and post training evaluation
Script effectiveness review
Fine tuning rep skills and dialogue
Individual soft skills evaluation report
development
Project report development and delivery
Has the skills gap been filled?
One to One Coaching for final touches
Further improvement plan development
Delivering motivational activities to team leaders
http://www.contactskills.com/telesales_skills_training.html
Follow up visit – 2 weeks later (FOC)
A follow-up skills retention exercise shall be performed 2 weeks after completion of the
project in order to evaluate performance once again and to provide recommendations for
further improvement. This session shall be classroom style – 2 hours per group trained.
Subsequently, Mr. Shahrukh shall be available for ad-hoc inquiries from trained agents
and team leaders through email.
Slide 7
CLIENTS
Banks
Insurance
Technology
Media
and more…….
BPO Call Centres
TELESALES, TELE-SERVICE OR TELE-DEBT COLLECTION
Slide 8
Shahrukh Moghal
PSMB Approved
Call Centre Trainer
+60123278240
[email protected]
www.contactskills.com
http://www.contactskills.com/telesales_skills_training.html