Course Description:In this course, Steps 6-12 of the 12 Steps will guide you through the process of a call so you will know how to determine which are the calls you should simply take the order and how to identify callers that need more selling.
The first 5 Steps covered in Module 1 teaches how to take an inbound call and determine what type of call you will handle. The balance of the 12 Steps in this training will help you handle these calls using best servicing options designed to effectively facilitate and resolve calls.
Skills you will learn
Restate what the customer said for clarification and use it as a bridge leading you to either facilitate the call or resolve.
Depending on the type of call, Resolve, Sell and Take the Order effectively andproficiently.
Get agreement that generates a positive outcome between you and your customer.
Finalize the outcome of a call that is win-win
Pass calls to other departments or managers that keeps the customer’s objective in mind. Avoid the pitfalls of misdirecting calls and poor communication when passing calls.
Role-play that will help you put into practice what you have learned. Tips are provided to prepare yourself in handling all your customers with care and confidence