Course Description: When learning new concepts, you need to practice them prior to actual implementation. Role-playing is extremely effective for achieving this. Cooperation from your agents is a key factor in effective role-playing. Therefore, this training offers ideas to motivate your staff when role-playing. When agents can simulate in advance actual scenarios they will increase their ability and overall confidence when handling customers. Not all role-play is productive or even effective. It’s imperative to learn best practices on how to conduct an effective role-play session that is productive and achieves your objectives. When you can improve your agents role-play sessions, the outcome is rewarding for everyone. Your agent’s confidence and success depend on how effective yourrole-play sessions are.
Some of the most common and uncommon objections you will face are:
You will be given helpful tips on how to add fun to the role-play, and challenging ways to keep role-playing interactive with willing participants
We will review the Objection Techniques from Module 10 and learn how to create a positive and nurturing environment for role-playing that is welcoming to your agents
A clear direction and rules are provided for role-playing, along with how to evaluate your agents’ performances that are proactive and not reactive
Listening evaluation forms are included where you can custom fit them for your in-house operations
Lean best exercises on how to motivate and encourage role-play as a daily practice and make the most out of your agents’ role-playing experience.