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About This Course
What you will learn
  • Have a complete understanding of call center strategies
  • Recognize the different types of motivations to buy
  • Be able to create Specific Measurable Achievable Realistic Timely (SMART) Goals

  • Become acquainted with strategies to make communication effective
  • Use correct telephone etiquette
  • Set realistic standards to measure performance against

Study Call Center Course Online; Become a Top Performer and Boost Your Sales Numbers  

Take advantage of our Call Center Course Online and equip your call center with employees who are capable of providing excellent customer service, knowledge to handle a variety of situations, and exceed sales benchmarks!

Call centers have become an integral part of customer service strategies for medium and large size businesses. Call centers with well trained professional employees can deliver prompt outstanding service in the most efficient manner.

For job seekers, our Call Center Course Online will help you become a high performing call center agent. Top performers can command significant remuneration in the form of salaries as well as performance bonus payments.

As students of this call center management certification program, you will learn to develop key sales and service skills that will help you boost your sales numbers. Critically, if you move into a management position, you will have the skills necessary to improve the overall performance of a sales team.

Join one of our Call Center Course Online programs today! At Courses For Success, our courses are designed by professionals, for professionals. We maintain the highest level of quality courses to ensure your success. By completing our comprehensive Call Center Course, you will be equipped with the right skill-set to ensure you stand out from the competition!

Call Center Course Online - Requirements

The Call Center Training Online is delivered 100 percent online.

To successfully complete this course, a student must:

  • Have access to the internet and the necessary technical skills to navigate the online learning resources
  • Have access to any mobile device with internet connectivity (laptop, desktop, tablet)
  • Be a self-directed learner
  • Possess sound language and literacy skills

Quick Course Facts

  1. Course content is structured for easy comprehension
  2. Registered students gain unrestricted access to the Call Center Course 
  3. All course material is available online 24/7 and can be accessed using any device
  4. Study online from anywhere in your own time at your own pace
  5. All students who complete the course will be awarded with a certificate of completion

Call Center Course Online Outline

Introduction

Call center employees who are well-trained is considered as the heart of any operation. They are the ones who handle a variety of situations that enables them to present themselves with skill and professionalism.

The learning outcomes for this module are:

  • Define and understand call center strategies
  • Identify different types of buying motivations.
  • Create SMART Goals
  • Familiarize myself with strategies that sharpen effective communication
  • Use proper phone etiquette.

The Basics (I)

Increase productivity is one of the things that every telephone associate aims for due to the constant changes and innovations that are present in the marketplace. 

Topics to be discussed include:

  • Defining Buying Motives
  • Dominant Buying Motive is the primary reason why consumers select the product offered over the competition. This is driven by the need that the product gives to the consumer.
  • Four Motives for Buying
  1. Logical Reason
  2. Save Time
  3. Save Money
  4. Emotional Reason
  5. The buyer has strong brand loyalty and trust in the product. 
  6. The buyer trusts the salesperson and their judgment in recommending a product.
  • Establishing a Call Strategy
  • It is vital for people who want s to pursue this career path to listen and understand the underlying needs of the customer. The recruiter must learn how to emphasize with their customer besides from listening and talking to make a sale.
  1. Prospecting
  2. Qualifying

The Basics (II)

There are various types of conversations that are being used every day to function. These types are often required in different situations.

Topics to be discussed include:

  • Getting Beyond the Gate Keeper
  • Most often, informative conversations are defined as conversing. This is essential in establishing a level of trust between the customer before making a sale. 
  • Controlling the Call
  • This level of communication tackles about sharing preferences likes, and dislikes through this a salesperson can gather enough information about the style and preference of the client. Focusing and listening are one of the skills that a skilled salesperson must-have.
  1. Three Stages
  2. Discuss preferences
  3. Talk about likes or "turn-ons."
  4. Express dislikes or "turn-offs."
  • Difficult Customers
  • Emotional sharing is where the buyer and seller express their feelings towards the deal that they are about to make. The seller needs to restore the customer's confidence by discussing various guarantees and customer service and repair policies. The seller must be able to listen and understand the customer's emotion whether it is good or bad, and they must be able to help them visualize themselves as an owner of the product they are selling.
  • Reporting
  • Another deeper level of communication is when the buyer and the seller communicate about the various values and beliefs they have. If the buyer and seller sense that the other is relating to them honestly and responsibly, then they are more likely to buy their product.

Phone Etiquette

Having proper telephone etiquette is one of the keys to improving maintaining a high level of sales and customer service. 

Topics to be discussed include:

  • Preparation
  • A more formal greeting could do more to orient the caller into the conversation rather than the informal “hello”. Through this, they can confirm that they are calling the right place and they are currently speaking to who can deal effectively with their problem.
  • Building Rapport
  • Communicating compassion is a way of building a bridge to the customer and crossing it to empathize with their pain. By only joining and acknowledging their current emotions and validating that their emotions, the customer service agent can then suggest possible remedies for the situation.
  • Speaking Clearly- Tone of Voice
  • Effective Listening
  • This is essential because this enables us to identify the root of the problem.
  1. Examples of Effective Listening
  2. Taking mental or physical notes.
  3. They are allowing the speaker to express themselves without interruptions.
  4. Using signs of agreement in the conversation without interrupting the flow.
  5. Avoiding multitasking during the conversations in progress.
  6. Restating the issues to assure you comprehend what was said

Tools

It is vital to know the necessary tools that are needed in order to practice their trade, and it is a way to measure their success. Sales scripts are often used as an early training tool to get the novice marketer on the phone. Later on, these can be personalized wherein they can recite it in their head and even in their sleep.

Topics to be discussed include:

  • Self-Assessments
  • Utilizing Sales Scripts
  • Making the Script Your Own
  • The Sales Dashboard

Speaking Like a Star

It is vital to give a speech that is memorable and effective. It does not take long to convince a person on the other end of the phone that you are indeed a star and not a bore.

Topics to be discussed include:

  • S= Situation
  • This reminds the speaker of the situation that surrounds the call. The customer service representative needs to orient themselves according to the situation in order to handle the call correctly and successfully.
  • T= Task
  • After analyzing the situation, customer service must then identify the task required following the situation assessed.
  • A= Action
  • This is where the customer’s need is then met. 
  • R= Result
  • The result of doing these procedures makes the company gain another customer. The result of the high-quality speaking like a star is a satisfied and growing customer base who then can recommend the product and service to others.

Types of Questions

There are various types of questions that a STAR should know how to ask and answer.

Topics to be discussed include:

  • Open Questions
  • Allows a wide variety of answers, and this requires the speaker to give a complete and thoughtful response.
  • Closed Questions
  • This limits the answer, and it is often designed to discover the specific detailed information from the customer.
  • Ignorant Redirection
  • Helps the seller to buy some time and avoid answering the question while still keeping the conversation going, although in another direction.
  • Positive Redirection
  • The use of positive redirection is often used to increase the salesperson’s credibility
  • Negative Redirection
  • This is set-up by a customer to enable the company to brag about themselves. The humble attitude that a salesperson shows as the response can attract support and increase the customer's belief in the service that the company is providing.
  • Multiple Choice Redirection
  • When the customer becomes impatient and demands to have an answer immediately, a skilled seller can use this method to avoid the overuse of any question types.

Benchmarking

The essential use of setting benchmarks can be indisputable for those who seek for long term success. These are the goals wherein a professional can see where they can reach a new level of achievement.

Topics to be discussed include:

  • Benchmark Metrics
  • These identify the strong and weak performing units.
  1. Two Types of Benchmark Metrics Commonly Used in Identifying High and Low Performers
  2. DEA: Date Envelop Analysis
  3. Regression Analysis
  • Performance Breakdown
  • It analyzes the efficiencies of an employee’s work.
  1. Areas Focus 
  2. Telephone Etiquette
  3. Handling Objections
  4. Record Keeping
  5. Transferring
  6. Closing
  • Implementing Improvements
  • After analyzing and identifying the high achieving teams and individuals skills, these can be then used to teach the lower units for improving their work and results.
  • Benefits
  • This allows the company to rise to the level of competition that is present in the market

Goal Setting

This enables the company to have a visual presentation of what needs to be done and whether or not those can be attained and the various necessary modifications. In order for goal setting to be practical, the goals must be SMART, and the company has to remain focused and committed to achieving the goals.

Topics to be discussed include:

  • The Importance of Goals
  • SMART Goals
  1. Specific
  2. Measurable
  3. Achievable
  4. Realistic
  5. Time-sensitive
  • Staying Committed
  • Motivation
  1. External Motivation
  2. Internal Motivation
  • Overcoming Limitations
  1. Several Things that Limits the Ability to Achieve Goals
  2. Time
  3. Money
  4. People
  5. Opposition
  6. Treatment: One-day facilitated retreat with all administrative team, including two physician members, that focused on three areas of development
  7. Team Building
  8. Coaching Skills
  9. Personal Style and Communication
  10. Three monthly follow up meetings with a facilitator to continue team-building activities and develop additional management skills in the following areas
  11. Change and transition management
  12. M.A.R.T goal setting and project (Specific, Measurable, Achievable, Relevant, Time-bound)
  13. Recognition and reward systems
  14. Employee improvement
  15. Practice communication methods
  16. Facilitating effective meetings
  • Outcomes
  1. Increase in productive meetings
  2. Respect for all employees
  3. Orientation to customer service
  4. Standardization of policies and procedures across practice sites
  • Development of Two Employee Task Forces
  1. Communications committee
  2. Responsible for creation and distribution of a monthly newsletter
  3. Surveyed employees to identify areas for improvement
  4. Meet on a monthly basis and forward suggestions to the administration
  5. Employee motivation committee
  6. Developed and purchased branded items for distribution to all employees
  7. Provide ideas monthly to administration
  • Change Management
  1. Training of Employees
  2. Physician Involvement
  • 3 Key Recommendations

Key Steps

Various factors affect the company's success. Many companies learned the lesson the hard way not to let the past achievement be a guarantee of future success. 

Topics to be discussed include:

  • Six Success Factors 
  1. A good plan
  2. Effective Communication
  3. Managed Stakeholders
  4. Accurate Measurements
  5. Constant Review
  6. Being Proactive
  • Staying Customer Focused
  1. Five Steps to Stay Customer-Focused
  2. Identify the customer's name.
  3. Use inclusive pronouns
  4. Focus on needs
  5. Focus on wants
  6. Focus on fears
  • The Art of Telephone Persuasion
  • Telephone Selling Techniques

Closing

Closing more sales enable the seller to spend more time with their love ones while not being able to close sales causes them to extend more hours in the office. 

Topics to be discussed include:

  • Knowing when it’s Time to Close
  • After communicating with the caller, it will be easier to detect if they have built a rapport with the salesperson. 
  • Closing Techniques
  1. Three Methods 
  2. 1-2-3 Close
  3. Assumptive Close
  4. Quality Close
  • Maintaining the Relationship
  • It is vital to maintain a positive relationship with every caller for a variety of reasons. They may know someone who is looking for a product or service, and due to the polite and professional manner that the salesperson showed then they may refer business to that person.
  • After the Scale
  • The customer may gain confidence after communicating with a salesperson because they have met and satisfied the customer's needs.

Wrapping Up

This course enables the student to improve their telephone communication skills.

Recognition & Accreditation

Upon successful completion of this course and achieving a passing score for the assessment, you will be issued with an international continuing education credit (CEU) certificate.

This Certificate is applicable worldwide, which demonstrates your commitment to learning new skills. You can share the certificate with your friends, relatives, co-workers, and potential employers. Also, include it in your resume/CV, professional social media profiles and job applications.

Other Sales and Marketing Courses

You can never learn too much when working in sales and marketing, so if you’d like to hone your skills, browse through our range of Sales and Customer Service Courses!

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Units of Study

Module One - Getting Started

Module Two - The Basics (Part 1)

  • Defining buying motives
  • Establishing a call strategy
  • Prospecting
  • Qualifying

Module Three - The Basics (Part 2)

  • Getting beyond the gate keeper
  • Controlling the call
  • Difficult customers
  • Reporting

Module Four - Phone Etiquette

  • Preparation
  • Building rapport
  • Speaking clearly - tone of voice
  • Effective listening

Module Five - Tools

  • Self - Assessments
  • Utilizing sales scripts
  • Making the script your own
  • The sales dashboard

Module Six - Speaking like a STAR

  • S = Situation
  • T = Task
  • A = Action
  • R = Result

Module Seven - Types of Questions

  • Open questions
  • Closed questions
  • Ignorant redirection
  • Positive redirection
  • Negative redirection
  • Multiple choice redirection

Module Eight - Benchmarking

  • Benchmark metrics
  • Performance breakdown
  • Implementing improvements
  • Benefits

Module Nine - Goal Setting

  • The importance of goals
  • SMART goals
  • Staying committed
  • Motivation
  • Overcoming limitations

Module Ten - Key Steps

  • Six success factors
  • Staying customer focused
  • The art of telephone persuasion
  • Telephone selling techniques

Module Eleven - Closing

  • Knowing when it's time to close
  • Closing techniques
  • Maintaining the relationship
  • After the sale

Module Twelve - Wrapping Up

Requirements

Entry requirements

Students must have basic literacy and numeracy skills.

Minimum education

Open entry. Previous schooling and academic achievements are not required for entry into this course.

Computer requirements

Students will need access to a computer and the internet.

Minimum specifications for the computer are:

Windows:

Microsoft Windows XP, or laterModern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)

MAC/iOS

OSX/iOS 6 or laterModern and up to date Browser (Firefox, Chrome, Safari)

All systems

Internet bandwidth of 1Mb or fasterFlash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)

Students will also need access the following applications:

Adobe Acrobat Reader

FAQS

1.  Who are Courses For Success?

Courses For Success is a global course platform that started in 2008
with 5 courses, since then we have grown to over 10,000 online courses.

Our courses span across the following categories:

•Animal    

•Beauty    

•Business    

•Health & Fitness     

•Finance

•Lifestyle    

•IT & Software    

•Personal Development

•Teaching & Academics

2.  Is there a refund/cancellation policy?

Yes, we have a 7-day money-back refund guarantee. Just send us an email to info@coursesforsuccess.com with the subject Courses For Success Refund so we can accommodate your request.

3.  What is the FREE Personal Success Training Program?

The Personal Success Training Program
was developed by Courses For Success to help our customers achieve
success. Currently, we are offering this program for FREE with every
course or bundle purchase this month. This is a limited time offer!

4.  Are there any requirements to study this course?

No,
anyone who has an interest in learning more about this subject matter
is encouraged to take our course. There are no entry requirements to
take this course.

5.  Do I require to have finished high school to complete this course?

No,
you do not require a High School Diploma or to have finished school to
study this course, this course is open to anyone who would like to take
this course.

6.  What if English is not my first language?

This
course is provided in English, however, due to the digital nature of
our training, you can take your time studying the material and make use
of tools such as google translate and Grammarly.

7.  Is this course online or conducted in person?

All our courses are accessible online on any device. You may complete them at your own pace and at your own time.

8.  How do I receive my course?

After
you have completed the payment, you will receive a confirmation email
and tax receipt. You will also receive an email containing your course
login details (username and password), as well as instructions on how to
access and log in to your course via the internet with any device,
please check your junk/spam folder in the event that you do not receive
the email.

9.  When does this course start?

Providing
you have internet access you can start this course whenever you like,
just go to the login page and insert your username and password and you
can access the online material.

10.  What is online learning like?

Online learning is easy, if not easier than a traditional academic situation.
By studying an online course, the usual boundaries caused by location and time constraints are eliminated, meaning you are free to study where and when you want at your own pace.

Of course, you will need to be able to self-manage your time and be organized, but with our help, you’ll soon find yourself settling into a comfortable rhythm of study.

11.  What computer skills do I need for my course?

You
don't need to be a computer expert to succeed with our online training,
but you should be comfortable typing, using the internet and be capable
of using common software (such as Microsoft word).

12.  How long will you have access to the online course?

The majority of our courses have unlimited lifetime access, meaning you can access this course whenever you want.

Please also check the course summary, as a small selection of courses have limited access.

13.  How long will my course take?

Course duration, is listed under Course Summary

14.  Do I need to buy textbooks?

All the required material for your course is included in the online system, you do not need to buy anything else.

15.  Is the course interactive?

Yes, all our courses are interactive.

16.  Is there an assessment or exam?

Yes,
you will be required to complete a multiple-choice test online at the
end of your course, you can do this test as many times as you require.

17.  What type of certificate will I receive?

You
will receive a Certificate of Completion that is applicable worldwide,
which demonstrates your commitment to learning new skills. You can share
the certificate with your friends, relatives, co-workers and employers.
Also, include it in your resume/CV, professional social media profiles
and job applications.

Wendy Sue Hunt - 5 STAR REVIEW
"If you are considering taking any “Courses for Success”, I would highly recommend it. I have always been a firm believer it’s important to always sharpen your skills. You are never too old to learn more. I found the courses very helpful, interesting and easy to understand.
The term “Courses for Success” helped me in my current position to succeed. After completing the courses, I gave my manager the completion certificates. Recently I received a promotion too."

Valencia Marie Aviles - 5 STAR REVIEW
"I
had a very good experience with my course. It has helped me to get
multiple jobs and prepared me for almost everything I would need to
know. The course was very informative and easy to understand and broken
up perfectly to be done in a short amount of time while still learning a
good amount! I would recommend Courses for Success to anyone trying to
get abs certifications for job advancements, it is well worth it!"

ELENA GRIFFIN - 5 STAR REVIEW
"I have absolutely enjoyed the materials from Courses for Success. The materials are easy to understand which makes learning enjoyable. Courses for Success have great topics of interest which make you come back for
more.
Thank you Courses for Success for being part of my learning journey and making education affordable!"

Our
completion certificates are very valuable and will help you progress in
your work environment and show employers how committed you are to learn
new skills, you might even get a promotion.

18.  Will this course be credited by universities?

No, it is not equivalent to a college or university credit.

19.  Am I guaranteed to get a job with this certificate?

This course will give you the skills you need to help you obtain employment, but it’s up to you if you get the job or not.

20.  How will this course assist me with my career?

Studying
and completing this course will show employers that you have the
knowledge in this field, additionally you will gain more confidence in
this area of expertise.

21.  How long is the certificate valid for?

The Certificates are valid for life and do not need renewing. 

22.  Can I take more than one course at a time?

Courses
are studied online at your own pace and you are free to study as many
or as few courses as you wish, we also offer online course bundles that
allow you to save on additional courses so that you may get all the
topics related to your training goals in one go.

23.  What are the Payment Methods available? Is there a payment plan?

We accept payments via PayPal, Credit Card and Bank Transfer.

Payment Plans: We have partnered with Partial.ly, to offer our own in house payment plan. Everyone is Pre-Approved, providing the initial deposit is paid in full.

To pay via bank transfer contact us info@coursesforsuccess.com

24.  Can I purchase for multiple people?

Yes, you can do this by purchasing individually via website or send us a request via email at info@coursesforsuccess.com

25.  Can I request for an invoice before purchase?

Yes, you can request for an invoice via email at info@coursesforsuccess.com

26.  Purchase for a gift?

Yes, you can purchase this course as a gift, simply send an email to info@coursesforsuccess.com, with the course details and we can accommodate this.

27.  Can I create my own course bundle?

Yes,
you can customize your own bundle. Please send us the complete list
with the exact course link of the courses you'd like to bundle up via
email info@coursesforsuccess.com and we will create them for you. *Each course access, time of completion and certification varies depending on the course type.

28.  How will I contact Courses For Success if I have any questions?

You can contact our support team, at any time through live chat on our website, or email at info@coursesforsuccess.com, or by calling one of our phone numbers depending on which country you are in.  

Free Personal Success Training Course

The Personal Success Training Program Helps You Stay Focused To Achieve Your Goals!

This month, we are providing it for Free with all Course Purchases, as a special offer!

Benefits:

• How to layout a Success Plan.

• Get where you want to be in life.

• How to unclutter your mind to succeed.

• Achieve your dreams using your imagination.

• How to have faith in yourself.

Features:

• Life time access

• Complement your individual course purchase.

• Click here Personal Success Training Program to see thousands of positive reviews,

Hurry - offer - ends this month!

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Call Centre Training Online Certificate Course

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Online Call Centre Training & Certification

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Course Summary

  • Delivery: Online
  • Access: Unlimited Lifetime
  • Time: Study at your own pace
  • Duration: 6-8 Hours
  • Assessments: Yes
  • Qualification: Certificate
About This Course
What you will learn
  • Have a complete understanding of call center strategies
  • Recognize the different types of motivations to buy
  • Be able to create Specific Measurable Achievable Realistic Timely (SMART) Goals

  • Become acquainted with strategies to make communication effective
  • Use correct telephone etiquette
  • Set realistic standards to measure performance against

Study Call Center Course Online; Become a Top Performer and Boost Your Sales Numbers  

Take advantage of our Call Center Course Online and equip your call center with employees who are capable of providing excellent customer service, knowledge to handle a variety of situations, and exceed sales benchmarks!

Call centers have become an integral part of customer service strategies for medium and large size businesses. Call centers with well trained professional employees can deliver prompt outstanding service in the most efficient manner.

For job seekers, our Call Center Course Online will help you become a high performing call center agent. Top performers can command significant remuneration in the form of salaries as well as performance bonus payments.

As students of this call center management certification program, you will learn to develop key sales and service skills that will help you boost your sales numbers. Critically, if you move into a management position, you will have the skills necessary to improve the overall performance of a sales team.

Join one of our Call Center Course Online programs today! At Courses For Success, our courses are designed by professionals, for professionals. We maintain the highest level of quality courses to ensure your success. By completing our comprehensive Call Center Course, you will be equipped with the right skill-set to ensure you stand out from the competition!

Call Center Course Online - Requirements

The Call Center Training Online is delivered 100 percent online.

To successfully complete this course, a student must:

  • Have access to the internet and the necessary technical skills to navigate the online learning resources
  • Have access to any mobile device with internet connectivity (laptop, desktop, tablet)
  • Be a self-directed learner
  • Possess sound language and literacy skills

Quick Course Facts

  1. Course content is structured for easy comprehension
  2. Registered students gain unrestricted access to the Call Center Course 
  3. All course material is available online 24/7 and can be accessed using any device
  4. Study online from anywhere in your own time at your own pace
  5. All students who complete the course will be awarded with a certificate of completion

Call Center Course Online Outline

Introduction

Call center employees who are well-trained is considered as the heart of any operation. They are the ones who handle a variety of situations that enables them to present themselves with skill and professionalism.

The learning outcomes for this module are:

  • Define and understand call center strategies
  • Identify different types of buying motivations.
  • Create SMART Goals
  • Familiarize myself with strategies that sharpen effective communication
  • Use proper phone etiquette.

The Basics (I)

Increase productivity is one of the things that every telephone associate aims for due to the constant changes and innovations that are present in the marketplace. 

Topics to be discussed include:

  • Defining Buying Motives
  • Dominant Buying Motive is the primary reason why consumers select the product offered over the competition. This is driven by the need that the product gives to the consumer.
  • Four Motives for Buying
  1. Logical Reason
  2. Save Time
  3. Save Money
  4. Emotional Reason
  5. The buyer has strong brand loyalty and trust in the product. 
  6. The buyer trusts the salesperson and their judgment in recommending a product.
  • Establishing a Call Strategy
  • It is vital for people who want s to pursue this career path to listen and understand the underlying needs of the customer. The recruiter must learn how to emphasize with their customer besides from listening and talking to make a sale.
  1. Prospecting
  2. Qualifying

The Basics (II)

There are various types of conversations that are being used every day to function. These types are often required in different situations.

Topics to be discussed include:

  • Getting Beyond the Gate Keeper
  • Most often, informative conversations are defined as conversing. This is essential in establishing a level of trust between the customer before making a sale. 
  • Controlling the Call
  • This level of communication tackles about sharing preferences likes, and dislikes through this a salesperson can gather enough information about the style and preference of the client. Focusing and listening are one of the skills that a skilled salesperson must-have.
  1. Three Stages
  2. Discuss preferences
  3. Talk about likes or "turn-ons."
  4. Express dislikes or "turn-offs."
  • Difficult Customers
  • Emotional sharing is where the buyer and seller express their feelings towards the deal that they are about to make. The seller needs to restore the customer's confidence by discussing various guarantees and customer service and repair policies. The seller must be able to listen and understand the customer's emotion whether it is good or bad, and they must be able to help them visualize themselves as an owner of the product they are selling.
  • Reporting
  • Another deeper level of communication is when the buyer and the seller communicate about the various values and beliefs they have. If the buyer and seller sense that the other is relating to them honestly and responsibly, then they are more likely to buy their product.

Phone Etiquette

Having proper telephone etiquette is one of the keys to improving maintaining a high level of sales and customer service. 

Topics to be discussed include:

  • Preparation
  • A more formal greeting could do more to orient the caller into the conversation rather than the informal “hello”. Through this, they can confirm that they are calling the right place and they are currently speaking to who can deal effectively with their problem.
  • Building Rapport
  • Communicating compassion is a way of building a bridge to the customer and crossing it to empathize with their pain. By only joining and acknowledging their current emotions and validating that their emotions, the customer service agent can then suggest possible remedies for the situation.
  • Speaking Clearly- Tone of Voice
  • Effective Listening
  • This is essential because this enables us to identify the root of the problem.
  1. Examples of Effective Listening
  2. Taking mental or physical notes.
  3. They are allowing the speaker to express themselves without interruptions.
  4. Using signs of agreement in the conversation without interrupting the flow.
  5. Avoiding multitasking during the conversations in progress.
  6. Restating the issues to assure you comprehend what was said

Tools

It is vital to know the necessary tools that are needed in order to practice their trade, and it is a way to measure their success. Sales scripts are often used as an early training tool to get the novice marketer on the phone. Later on, these can be personalized wherein they can recite it in their head and even in their sleep.

Topics to be discussed include:

  • Self-Assessments
  • Utilizing Sales Scripts
  • Making the Script Your Own
  • The Sales Dashboard

Speaking Like a Star

It is vital to give a speech that is memorable and effective. It does not take long to convince a person on the other end of the phone that you are indeed a star and not a bore.

Topics to be discussed include:

  • S= Situation
  • This reminds the speaker of the situation that surrounds the call. The customer service representative needs to orient themselves according to the situation in order to handle the call correctly and successfully.
  • T= Task
  • After analyzing the situation, customer service must then identify the task required following the situation assessed.
  • A= Action
  • This is where the customer’s need is then met. 
  • R= Result
  • The result of doing these procedures makes the company gain another customer. The result of the high-quality speaking like a star is a satisfied and growing customer base who then can recommend the product and service to others.

Types of Questions

There are various types of questions that a STAR should know how to ask and answer.

Topics to be discussed include:

  • Open Questions
  • Allows a wide variety of answers, and this requires the speaker to give a complete and thoughtful response.
  • Closed Questions
  • This limits the answer, and it is often designed to discover the specific detailed information from the customer.
  • Ignorant Redirection
  • Helps the seller to buy some time and avoid answering the question while still keeping the conversation going, although in another direction.
  • Positive Redirection
  • The use of positive redirection is often used to increase the salesperson’s credibility
  • Negative Redirection
  • This is set-up by a customer to enable the company to brag about themselves. The humble attitude that a salesperson shows as the response can attract support and increase the customer's belief in the service that the company is providing.
  • Multiple Choice Redirection
  • When the customer becomes impatient and demands to have an answer immediately, a skilled seller can use this method to avoid the overuse of any question types.

Benchmarking

The essential use of setting benchmarks can be indisputable for those who seek for long term success. These are the goals wherein a professional can see where they can reach a new level of achievement.

Topics to be discussed include:

  • Benchmark Metrics
  • These identify the strong and weak performing units.
  1. Two Types of Benchmark Metrics Commonly Used in Identifying High and Low Performers
  2. DEA: Date Envelop Analysis
  3. Regression Analysis
  • Performance Breakdown
  • It analyzes the efficiencies of an employee’s work.
  1. Areas Focus 
  2. Telephone Etiquette
  3. Handling Objections
  4. Record Keeping
  5. Transferring
  6. Closing
  • Implementing Improvements
  • After analyzing and identifying the high achieving teams and individuals skills, these can be then used to teach the lower units for improving their work and results.
  • Benefits
  • This allows the company to rise to the level of competition that is present in the market

Goal Setting

This enables the company to have a visual presentation of what needs to be done and whether or not those can be attained and the various necessary modifications. In order for goal setting to be practical, the goals must be SMART, and the company has to remain focused and committed to achieving the goals.

Topics to be discussed include:

  • The Importance of Goals
  • SMART Goals
  1. Specific
  2. Measurable
  3. Achievable
  4. Realistic
  5. Time-sensitive
  • Staying Committed
  • Motivation
  1. External Motivation
  2. Internal Motivation
  • Overcoming Limitations
  1. Several Things that Limits the Ability to Achieve Goals
  2. Time
  3. Money
  4. People
  5. Opposition
  6. Treatment: One-day facilitated retreat with all administrative team, including two physician members, that focused on three areas of development
  7. Team Building
  8. Coaching Skills
  9. Personal Style and Communication
  10. Three monthly follow up meetings with a facilitator to continue team-building activities and develop additional management skills in the following areas
  11. Change and transition management
  12. M.A.R.T goal setting and project (Specific, Measurable, Achievable, Relevant, Time-bound)
  13. Recognition and reward systems
  14. Employee improvement
  15. Practice communication methods
  16. Facilitating effective meetings
  • Outcomes
  1. Increase in productive meetings
  2. Respect for all employees
  3. Orientation to customer service
  4. Standardization of policies and procedures across practice sites
  • Development of Two Employee Task Forces
  1. Communications committee
  2. Responsible for creation and distribution of a monthly newsletter
  3. Surveyed employees to identify areas for improvement
  4. Meet on a monthly basis and forward suggestions to the administration
  5. Employee motivation committee
  6. Developed and purchased branded items for distribution to all employees
  7. Provide ideas monthly to administration
  • Change Management
  1. Training of Employees
  2. Physician Involvement
  • 3 Key Recommendations

Key Steps

Various factors affect the company's success. Many companies learned the lesson the hard way not to let the past achievement be a guarantee of future success. 

Topics to be discussed include:

  • Six Success Factors 
  1. A good plan
  2. Effective Communication
  3. Managed Stakeholders
  4. Accurate Measurements
  5. Constant Review
  6. Being Proactive
  • Staying Customer Focused
  1. Five Steps to Stay Customer-Focused
  2. Identify the customer's name.
  3. Use inclusive pronouns
  4. Focus on needs
  5. Focus on wants
  6. Focus on fears
  • The Art of Telephone Persuasion
  • Telephone Selling Techniques

Closing

Closing more sales enable the seller to spend more time with their love ones while not being able to close sales causes them to extend more hours in the office. 

Topics to be discussed include:

  • Knowing when it’s Time to Close
  • After communicating with the caller, it will be easier to detect if they have built a rapport with the salesperson. 
  • Closing Techniques
  1. Three Methods 
  2. 1-2-3 Close
  3. Assumptive Close
  4. Quality Close
  • Maintaining the Relationship
  • It is vital to maintain a positive relationship with every caller for a variety of reasons. They may know someone who is looking for a product or service, and due to the polite and professional manner that the salesperson showed then they may refer business to that person.
  • After the Scale
  • The customer may gain confidence after communicating with a salesperson because they have met and satisfied the customer's needs.

Wrapping Up

This course enables the student to improve their telephone communication skills.

Recognition & Accreditation

Upon successful completion of this course and achieving a passing score for the assessment, you will be issued with an international continuing education credit (CEU) certificate.

This Certificate is applicable worldwide, which demonstrates your commitment to learning new skills. You can share the certificate with your friends, relatives, co-workers, and potential employers. Also, include it in your resume/CV, professional social media profiles and job applications.

Other Sales and Marketing Courses

You can never learn too much when working in sales and marketing, so if you’d like to hone your skills, browse through our range of Sales and Customer Service Courses!

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Units of Study

Module One - Getting Started

Module Two - The Basics (Part 1)

  • Defining buying motives
  • Establishing a call strategy
  • Prospecting
  • Qualifying

Module Three - The Basics (Part 2)

  • Getting beyond the gate keeper
  • Controlling the call
  • Difficult customers
  • Reporting

Module Four - Phone Etiquette

  • Preparation
  • Building rapport
  • Speaking clearly - tone of voice
  • Effective listening

Module Five - Tools

  • Self - Assessments
  • Utilizing sales scripts
  • Making the script your own
  • The sales dashboard

Module Six - Speaking like a STAR

  • S = Situation
  • T = Task
  • A = Action
  • R = Result

Module Seven - Types of Questions

  • Open questions
  • Closed questions
  • Ignorant redirection
  • Positive redirection
  • Negative redirection
  • Multiple choice redirection

Module Eight - Benchmarking

  • Benchmark metrics
  • Performance breakdown
  • Implementing improvements
  • Benefits

Module Nine - Goal Setting

  • The importance of goals
  • SMART goals
  • Staying committed
  • Motivation
  • Overcoming limitations

Module Ten - Key Steps

  • Six success factors
  • Staying customer focused
  • The art of telephone persuasion
  • Telephone selling techniques

Module Eleven - Closing

  • Knowing when it's time to close
  • Closing techniques
  • Maintaining the relationship
  • After the sale

Module Twelve - Wrapping Up

Requirements

Entry requirements

Students must have basic literacy and numeracy skills.

Minimum education

Open entry. Previous schooling and academic achievements are not required for entry into this course.

Computer requirements

Students will need access to a computer and the internet.

Minimum specifications for the computer are:

Windows:

Microsoft Windows XP, or laterModern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)

MAC/iOS

OSX/iOS 6 or laterModern and up to date Browser (Firefox, Chrome, Safari)

All systems

Internet bandwidth of 1Mb or fasterFlash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)

Students will also need access the following applications:

Adobe Acrobat Reader

FAQS

1.  Who are Courses For Success?

Courses For Success is a global course platform that started in 2008
with 5 courses, since then we have grown to over 10,000 online courses.

Our courses span across the following categories:

•Animal    

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2.  Is there a refund/cancellation policy?

Yes, we have a 7-day money-back refund guarantee. Just send us an email to info@coursesforsuccess.com with the subject Courses For Success Refund so we can accommodate your request.

3.  What is the FREE Personal Success Training Program?

The Personal Success Training Program
was developed by Courses For Success to help our customers achieve
success. Currently, we are offering this program for FREE with every
course or bundle purchase this month. This is a limited time offer!

4.  Are there any requirements to study this course?

No,
anyone who has an interest in learning more about this subject matter
is encouraged to take our course. There are no entry requirements to
take this course.

5.  Do I require to have finished high school to complete this course?

No,
you do not require a High School Diploma or to have finished school to
study this course, this course is open to anyone who would like to take
this course.

6.  What if English is not my first language?

This
course is provided in English, however, due to the digital nature of
our training, you can take your time studying the material and make use
of tools such as google translate and Grammarly.

7.  Is this course online or conducted in person?

All our courses are accessible online on any device. You may complete them at your own pace and at your own time.

8.  How do I receive my course?

After
you have completed the payment, you will receive a confirmation email
and tax receipt. You will also receive an email containing your course
login details (username and password), as well as instructions on how to
access and log in to your course via the internet with any device,
please check your junk/spam folder in the event that you do not receive
the email.

9.  When does this course start?

Providing
you have internet access you can start this course whenever you like,
just go to the login page and insert your username and password and you
can access the online material.

10.  What is online learning like?

Online learning is easy, if not easier than a traditional academic situation.
By studying an online course, the usual boundaries caused by location and time constraints are eliminated, meaning you are free to study where and when you want at your own pace.

Of course, you will need to be able to self-manage your time and be organized, but with our help, you’ll soon find yourself settling into a comfortable rhythm of study.

11.  What computer skills do I need for my course?

You
don't need to be a computer expert to succeed with our online training,
but you should be comfortable typing, using the internet and be capable
of using common software (such as Microsoft word).

12.  How long will you have access to the online course?

The majority of our courses have unlimited lifetime access, meaning you can access this course whenever you want.

Please also check the course summary, as a small selection of courses have limited access.

13.  How long will my course take?

Course duration, is listed under Course Summary

14.  Do I need to buy textbooks?

All the required material for your course is included in the online system, you do not need to buy anything else.

15.  Is the course interactive?

Yes, all our courses are interactive.

16.  Is there an assessment or exam?

Yes,
you will be required to complete a multiple-choice test online at the
end of your course, you can do this test as many times as you require.

17.  What type of certificate will I receive?

You
will receive a Certificate of Completion that is applicable worldwide,
which demonstrates your commitment to learning new skills. You can share
the certificate with your friends, relatives, co-workers and employers.
Also, include it in your resume/CV, professional social media profiles
and job applications.

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The term “Courses for Success” helped me in my current position to succeed. After completing the courses, I gave my manager the completion certificates. Recently I received a promotion too."

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Thank you Courses for Success for being part of my learning journey and making education affordable!"

Our
completion certificates are very valuable and will help you progress in
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new skills, you might even get a promotion.

18.  Will this course be credited by universities?

No, it is not equivalent to a college or university credit.

19.  Am I guaranteed to get a job with this certificate?

This course will give you the skills you need to help you obtain employment, but it’s up to you if you get the job or not.

20.  How will this course assist me with my career?

Studying
and completing this course will show employers that you have the
knowledge in this field, additionally you will gain more confidence in
this area of expertise.

21.  How long is the certificate valid for?

The Certificates are valid for life and do not need renewing. 

22.  Can I take more than one course at a time?

Courses
are studied online at your own pace and you are free to study as many
or as few courses as you wish, we also offer online course bundles that
allow you to save on additional courses so that you may get all the
topics related to your training goals in one go.

23.  What are the Payment Methods available? Is there a payment plan?

We accept payments via PayPal, Credit Card and Bank Transfer.

Payment Plans: We have partnered with Partial.ly, to offer our own in house payment plan. Everyone is Pre-Approved, providing the initial deposit is paid in full.

To pay via bank transfer contact us info@coursesforsuccess.com

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Yes, you can do this by purchasing individually via website or send us a request via email at info@coursesforsuccess.com

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Yes, you can request for an invoice via email at info@coursesforsuccess.com

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Yes, you can purchase this course as a gift, simply send an email to info@coursesforsuccess.com, with the course details and we can accommodate this.

27.  Can I create my own course bundle?

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you can customize your own bundle. Please send us the complete list
with the exact course link of the courses you'd like to bundle up via
email info@coursesforsuccess.com and we will create them for you. *Each course access, time of completion and certification varies depending on the course type.

28.  How will I contact Courses For Success if I have any questions?

You can contact our support team, at any time through live chat on our website, or email at info@coursesforsuccess.com, or by calling one of our phone numbers depending on which country you are in.  

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