Call Center Training
for Inbound and Outbound Call Centers.

Entertaining, Customized, Research Based Call Center Training Programs.

• Call center complete training series
• Inbound Call-Center Training
  Adding Sales to your service: The transition
• Inbound and outbound sales, and telephone skills workshop + two hour train-the-trainer consulting session
• Front line telephone skills that drive business
• Telephone selling skills
• Surviving your life: Preventing call center burnout
• Transitioning from a service to a sales culture
• One-day training for call center employees
• Skill acquisition: Exercise examples

Call Center: Complete Series
Questions about this program

Training programs customized to fit your organization’s current training needs and schedule. Complete program descriptions available on request.

• Transitioning from a service to a sales culture
• Mission statement for call takers: Helping people communicate
• Action workshop: How to actually get things done
• Introduction to sales: Building trust and credibility
• Telephone selling: No one ever listens themselves out of a sale
• Selling in difficult circumstances
• Advanced sales workshop: Separating yourself from the competition
• Burnout Prevention and Treatment
• Call center manager training: getting your people to perform their best
  
  • The death of military management
  • Understanding resistance to authority
  • How top management and floor supervisors stay effective
  • Handling ethnic and cultural differences
  • Serious problem management
  • Dealing with the poison employee syndrome

Inbound Call-Center Training
Adding sales to your service: The transition
Questions about this program

Key Objectives

• Show how a repeatable sales process fits easily into an exiting service culture.
• Develop a value proposition tool that helps to clearly explain product/service benefits: Customer retention.
• Improve customer-profiling process.
• Create and leverage customer relationships quickly.
• Dramatically improve needs identification and solutions development: Cross/up selling and customer satisfaction.
• Increase understanding of the customer’s behavior in the sales process.
• Develop sales process guidelines: Make sure basic selling skills are consistently implemented.
• Improve personal motivation and help inbound call-takers to recognize opportunities.
• Provide cutting-edge selling skills to improve closing ratio: Guiding customers toward solutions.
• Gain a better understanding of how much control we have over our results.
• Train-the-trainer process to allows supervisors to deliver training internally.

Suggested Agenda

The Truth about Success: Building Relationships

• The history of sales: Needs that create opportunity
• No plaid jackets required: Our experience as consumers
• Where we are going: Helping people connect needs with solutions
• Your role: Helping people get what they need
• Being the best vs. being consistently chosen: Why people buy
• The truth about trust: How to make sure your customers feel heard in thirty seconds
• How to build relationships quickly that lead to a sale
• How to leverage those relationships into closed deals
• Positioning techniques of the top 2%: It’s not who you know, it’s who knows you
• Effectively explaining the value of your service in thirty seconds
• How action and adaptability create opportunity
• Keeping your customers/prospects connected so they don’t shop around
• Belief systems create our experience: Dealing with change

Selling to Difficult People

• Know-it-all experts
• Indecisive stallers
• Complainers
• How to deal with customers who want everything
• How to give and gain clarity in difficult situations
• Dealing with deal hunters

Organizational Skills

• Prioritizing
• Goal setting and time control: How to control your time and efforts
• The fine art of follow-up: Creating and using a repeatable process

The Best Telephone Skills on Earth

• Getting calls returned
• The collaborative tool kit: Ask, listen, agree, and recommend
• Using value propositions: Issue, action, and impact

The Art of Making the Deal

• Asking the right questions: Subtly profiling A, B, and C
• Dealing with people who are slow to make decisions
• Determining the strengths and weaknesses of your competition
• Diplomatically planting seeds of doubt concerning competitor services
• Guiding them toward the sale: Up-selling and cross-selling
• Selling your company's solution: Specifics on ROI
• Developing objections in advance and building ironclad rebuttals
• Handling objections: Price, time, and competition
• Qualifying: How to ask the right questions and establish priorities
• Asking for the business: The Socratic method of gaining agreement
• What to do when you can’t get the deal: Secret of the top 2%

Measurable results

• Improved talent-driven performance
• Increased productivity

• Effective greetings: Research shows what works
• How to avoid making a bad impression: You are the key to your company’s image
• What customer’s really want on the phone: solutions and good feelings
• The super hold formula
• The correct way to put callers on hold and common mistakes
• Controlling the conversation: steps to get the caller “back on track”
• Taking accurate messages: Problems that can result from changing the callers wording
• Sounds your caller should never hear
• Giving the caller your undivided attention: Specific things you can do and common mistakes people make
• How to leave a good last impression
• The telephone toolkit
• Speaking clearly to be understood: Four qualities of voice to be aware of
• Lost calls: How to stop loosing them
• Delivering business friendly
• How to handle an irate caller

Telephone Selling Skills
Questions about this program

• The telephone sales process
• How you lose customers on the phone
• Script development
• How to create repeat customers over the phone
• Handling your own stress and combating burnout
• Professional inbound telephone skills: You are the key to your company’s image
• Effective greetings
• Gathering accurate information
• Ending the endless call: asking the questions that will complete the call
• The four-step process for handling difficult calls: What to do when communication breaks down
• Overcoming objections and asking for money over the phone:
• Having the courage to close
• Setting quality appointments
• Asking the right questions
• Your telephone personality: How to use it
• Getting past gatekeepers
• Leaving a message that will get your call returned
• Telephone tips: What are they hearing besides your voice?
• Identifying needs quickly: Offering your product/service as the solution
• Technology and contact software

One-day sales, and telephone skills workshop
+ two hour train-the-trainer consulting session
Questions about this program

• Effective greetings
• Your telephone voice: 90 percent tone, 10 percent content
• Being ready: Are you prepared to handle your customer?
• The Super hold formula: The effective way to put people on hold
• Taking accurate messages: It’s not an exercise in creative writing
• Listening out loud
• Telephone body language
• Meaning what you say: Sincerity is not a technique
• Ending the endless call: Asking questions to complete the call

• When you have to say “No”: Telling them what you can do
• The four-step process to handling upset callers
• Handling difficult people
• A little psychotherapy: Handling angry caller

Section three: Inbound Sales Techniques

• Understanding the sales process
• Building trust: Asking the right questions
• Understanding your competition: Using your strengths and their weaknesses
• Understanding buying criterion (why people buy)
• Guiding people to the high-end products & services
• Overcoming objections: Building ironclad rebuttals in advance (justifying price)
• Everything you ever wanted to know about closing (but were afraid to ask)
• Reducing the fear of failure: The fear cycle

• Script development: The script or no-script issue and solutions
• Getting your message across in the first 15 seconds
• Asking proactive questions: Being effective on a cold call
• Dealing with rejection and objections
• Cold calling
• The numbers game: Making the most calls possible without going nuts
• The new face of corporate telemarketing
• Outbound closing techniques

• Commitment and confidence
• The truth about self-esteem issues
• How important is your job?
• Heroes and cowards feel the same fear
• Action creates opportunity: Making it happen

• The death of military management: Reducing turnover, burnout prevention
• Inbound operations management: Empowerment
• Talking about growth: Letting your employees see their potential future
• Outbound telemarketing project(s):How it works and how it doesn’t
• Autocratic and democratic management styles: Working together
• Developing a problem resolution system
• Script development, pilot programs and direct mail

Surviving your life: Preventing call-center burnout
Questions about this program

• Reduce stress and understand its origins
• Reduce on the job stress right when it happens
• Improve individual self-esteem and image of responders
• Build more effective internal and external relationships
• Improve focus and mission
• What to say when people get out of hand
• How to exceed expectations without being miserable
• How to establish instant credibility
• Identify personal motivators, limiting beliefs, triggers and hang-ups
• Managing emotions
• Dealing with the mother-hen syndrome
• Staying sane: Working long hours
• I’m so Stressed My Stress Has Stress: beyond preventative measures
• Three ways to make sure you don’t turn stress into depression
• Worst case scenarios: being realistic and safe
• How to get information from people who are confused
• When your job is effecting your home life
• The importance of what you do
• Taking care of your self
• Improve your business and personal relationships
• Turn information into results
• Create a better working environment
• Reducing the fear of failure
• Improving your home life
• Improve your business and personal relationships
• Getting better results from people

Training Objectives

• Make the transition from a service to a sales culture
• Improve customer profiling process
• Create and leverage customer relationships
• Dramatically improve need identification and solution development
• Increase the effectiveness of customer management techniques
• Increase understanding of the customer’s behavior in the sales process
• Develop sales process guidelines: Make sure basic selling skills are consistently implemented
• Improve personal motivation and help salespeople to recognize opportunities
• Provide cutting-edge selling skills to improve closing ratio
• Gain a better understanding of how much control we have over our results

• Being the Best vs. Being Consistently Chosen ™: Why people buy
• The truth about trust: How to make sure your customers feel heard
• How to communicate customer care
• How to build relationships that lead to a sale
• How to leverage those relationships into closed deals
• Positioning techniques of the top 2 percent: It’s not who you know, it’s who knows you
• Effectively explaining the value of your service: How action and adaptability create opportunity
• Your role: Helping people get what they need
• Developing advocates: How to build long-term relationships in the community
• Keeping your customers/prospects connected so they don’t shop around
• Belief systems create our experience: Igniting your self-motivators

• Know-it-all experts
• Indecisive stallers
• Complainers
• How to deal with customers who want everything
• How to give and gain clarity in difficult situations
• How to prevent payment delays
• How to understand the needs of special clients
• Dealing with deal hunters

• Prioritizing
• Goal setting and time control: How to control your time and efforts
• The fine art of follow-up: Creating and using a repeatable process
• How to develop an easy-to-maintain prospect-to-customer process
• Day-to-day customer management: The specifics
• How to effectively use contact management software: Making it simple

• Inbound call-taking and setting appointments
• Getting calls returned
• The collaborative selling process: Ask, listen, agree and recommend
• E-mail and Web sites: What’s working

• Asking the right questions: Subtlety profiling A, B and C
• Dealing with people who are slow to make decisions
• Determining the strengths and weaknesses of your competition
• Diplomatically planting seeds of doubt concerning competitor services
• How to lead them down the path of a sale
• Selling your solution: Specifics on ROI
• Developing objections in advance and building ironclad rebuttals
• Handling objections
• Overcoming price objections
• Asking for the business: The Socratic method of gaining agreement
• What to do when you can’t get the deal: Secret of the top 2 percent

One-day training for call center employees
Questions about this program

Key objectives

• Create a customer retention oriented environment
• Make sure basic and cutting edge skills are consistently implemented
• Improve telephone image: Establish culture of telephone professionalism
• Establish credibility, reliability and responsiveness
• Develop repeatable telephone process
• Meet company expectations
• Build productive hands-on relationships

Section one: The customer is on the line: Telephone skills

• How to create repeat customers
• Why would your customers leave? (How you lose business on the phone)
• What customers really want on the phone: Solutions and good feelings
• Professional inbound telephone skills: You are the key to your company’s image
• Effective greetings: The studies show what works
• Gathering accurate information
• The super-hold formula: Putting people on hold and making them like it
• Telephone Body Language
• Do your customers feel heard?
• Ending the endless call: Asking the questions that will complete the call
• The four-step process for handling difficult calls

Section two: Handling your own stress and combating burnout

• How to handle difficult customers
• A little psychotherapy: Handling irate callers
• Know-it-all experts
• Indecisive stallers
• Complainers
• People with personal problems: Dealing directly with the behavior
• Compassion as a tool
• Men and women: Different communication styles
• Salvaging lost relationships (the secret of the top 3 percent)

Section three: Making good happen

• Building trust in the first 15 seconds
• Identifying needs: The art of negotiations
• Asking the right questions
• Gaining agreement
• Presenting your services as the solution
• Overcoming Objections: Building ironclad rebuttals in advance (creating value)
• Knowing when to stop talking
• Empowering customers with knowledge

Section four: Listening like an industry leader

• Understanding the selective listening syndrome
• The adultism theory: It’s hard to listen if no one listens to you
• Telephone listing skills
• Some scientific facts

Section five: Developing a service strategy

• Specific measurable guidelines
• Customer satisfaction goals
• The three things you must do to instill a culture in any business
• Determine how well you deliver service
• Make the customer's life easier

Section six: Motivation

• What is the great motivator?
• Neurosis is a substitute for legitimate suffering
• Our circumstances do not dictate the quality of our service
• How important is your job?

Call center skill acquisition exercises

training
In this facilitated process, participants individually create three customized questions based on the information presented in this segment and role-play with a partner. Then the entire training team splits into two sections: the customer consulting group and service provider consultant group. Each team selects a representative and coaches him or her through a role-playing session. This exercise provides tools on how to move from objections to gaining agreement and gives insights into what we often forget about effective communication when we are in front of customers.

Listening effectively
Participants listen carefully to what is being said by the facilitator and repeat what they hear. The rhyming sentences used by the facilitator are designed to distract listeners and get them to follow the pattern rather than the information. This exercise provides insight into how poorly people listen (the latest studies show that 75 percent retain as little as 10 percent of the information they gather) and demonstrates how top producers make the most of their listening skills.

Reacting effectively
In this facilitated process, participants break into groups and create scenarios involving the needs of problem customers. Then each group determines the effective response for each situation. This exercise provides tools for handling difficult behavior and gives insight into how our reactions create opportunity.

Avoiding assumptions
In this facilitated process, an attendee is chosen by the group. This person will assess four team members who have been coached to act out their issues without giving details. The attendee will then attempt to discover the issues with very little information. This exercise teaches us how our assumptions can cause problems and how important it is to clarify issues with effective questions.

How behavior affects the sale
In this facilitated process, participants break into groups and try to agree on the level of satisfaction a customer receives from a hypothetical encounter with a relationship-challenged salesperson. This exercise provides insight into how our behavior can greatly reduce the impact of our skills.

Overcoming objections
Through a facilitated process, participants discover the six most common objections they face and together create effective solutions.

The sales call “live”
In this facilitated process, participants individually create three customized questions based on the information presented in this segment and role-play with a partner. Then the entire training team splits into two sections: the customer consulting group and salesperson consultant group. Each team selects a representative and coaches him or her through a role-playing session. This exercise provides tools on how to move from objections to gaining agreement and gives insight into what we often forget about effective communication when we are in front of customers.

Draining the doubt
In this facilitated process, participants make a list of three goals or accomplishments that they believe are just outside their reach. Then they use a patented process to literally remove the feeling of doubt around each item on the list. Due to our agreement with the creator of this exercise, we cannot describe this process in print. We will, however, be glad to discuss it verbally at your request.

The training segments/topics contained in this program example represent suggested agendas and are designed to be customized to your specific needs.

The skill acquisition segments also can be customized and can vary in length. These segments do not represent the only interactive participation in each segment. Each segment is approximately 30 percent presented materials, 35 percent skill acquisition and 35 percent interactive facilitation.

Sales keynote programs

Please call Wynn Solutions toll free at 888.833.2902 or send the contact form below for a quick response.