Coaching
influence, negotiation, change management training, influence training, negotiation training, interpersonal training,
management training, supervisory skills training, supervisory skills, change management training, communication
training, positive power and influence program, PPI, presentation skills training, meeting management training,
interpersonal skills, training, business training, harvard, positive power and influence, communication, change
management, management training, positive negotiation, negotiation skills, presentation skills, meeting management,
effective meetings, influence without authority, situation management, train the trainer, customer service, conversation,
skill building, experiential training, experiential, interactive training
management training, supervisory skills training, supervisory skills, change management training, communication
training, positive power and influence program, PPI, presentation skills training, meeting management training,
interpersonal skills, training, business training, harvard, positive power and influence, communication, change
management, management training, positive negotiation, negotiation skills, presentation skills, meeting management,
effective meetings, influence without authority, situation management, train the trainer, customer service, conversation,
skill building, experiential training, experiential, interactive training
influence, negotiation, change management training, influence training, negotiation training, interpersonal training,
management training, supervisory skills training, supervisory skills, change management training, communication
training, positive power and influence program, PPI, presentation skills training, meeting management training,
interpersonal skills, training, business training, harvard, positive power and influence, communication, change
management, management training, positive negotiation, negotiation skills, presentation skills, meeting management,
effective meetings, influence without authority, situation management, train the trainer, customer service, conversation,
skill building, experiential training, experiential, interactive training, call center coaching, call center training, contact
center training, contact center coaching, telephone sales, e-mail communication, email communication, customer
service training, technical support training, field rep training, customer service for field reps, customer service for
technical support, getting to the heart of, getting to the heart of customer service, getting to the heart of technical
support, getting to the heart of email, the other side of service
management training, supervisory skills training, supervisory skills, change management training, communication
training, positive power and influence program, PPI, presentation skills training, meeting management training,
interpersonal skills, training, business training, harvard, positive power and influence, communication, change
management, management training, positive negotiation, negotiation skills, presentation skills, meeting management,
effective meetings, influence without authority, situation management, train the trainer, customer service, conversation,
skill building, experiential training, experiential, interactive training, call center coaching, call center training, contact
center training, contact center coaching, telephone sales, e-mail communication, email communication, customer
service training, technical support training, field rep training, customer service for field reps, customer service for
technical support, getting to the heart of, getting to the heart of customer service, getting to the heart of technical
support, getting to the heart of email, the other side of service
A powerful floor sales-coaching course for
selling call centers.
So you like your own sales training and the skills
that you provide your sales people, but you're
unhappy with your management team's sales
coaching skills? Then Call Center Sales
Management is for you.
Call Center Sales Management shows
supervisors and sales managers the difference
between floor problem-solving and true floor sales
coaching.
In Call Center Sales Management participants learn a set a proven set of sales coaching
skills as well as when and how often to use them. Additionally, participants learn how to
eliminate their "time-robbers," those activities that keep them off the floor, away from the
action.
Today's call center supervisor wears many hats. Often, the hat of "sales manager" is pushed
to the back of the priority list due to a lack of time or a lack of will.
Without proper coaching, telephone professionals won't always "offer" and won't receive the
critical feedback necessary to improve their selling skills.
Call Center Sales Management is the answer!
Program Overview
This workshop eliminates those concerns by showing supervisors how best to be great
sales managers without having to spend additional hours on the call center floor. Sales
people receive the coaching they need and sales increase. If you want increased sales and
sales-focused supervisors, invite your supervisors to this powerful workshop.
Each module includes instruction, discussions, examples, trainer demonstrations, team
activities and lots of role-playing to make sure your telephone professionals can use their
new skills immediately.
What the Participants of this 3-day Workshop will Learn:
Day One
The Changing Role of the Call Center Supervisor:
This module introduces sales management and leadership skills necessary for success in
today's highly competitive, sales-driven call centers. Participants learn various leadership
techniques and employee assessment tools as well as ways to coach reps differently and
individually, based on each rep's preferred leadership style.
"How Do You Get Them To...?"
This module introduces the five major sales management skills (Objective-Setting,
Quick-Training, Feedback, Handling Rep Resistance and General Coaching) that participants
utilize throughout the rest of the workshop. Participants learn how and when to employ each
skill, then role play each one extensively.
Day Two
Major Coaching Role Play:
Participants create and execute role play scenarios resembling their real-world challenges.
The participants must demonstrate each of the five major sales management skills at least
once as well as in various combinations. Role plays are audio-taped.
Managing Priorities:
This is a favorite for most supervisors and sales managers. Participants identify their top
"time robbers" (those activities that keep them away from the floor and their sales coaching).
Then, through new process improvement strategies, groups work on the most critical time
robbers to either improve the activity and/or eliminate the supervisor from it. Participants will
be able to create at least a few more hours of floor coaching time thanks to this half-day
session.
Exercise:
Evaluate And Modify Priorities.
Day Three
Final Role Play Exercise:
In the final major role play participants put it all together. The training room becomes a
simulated call center floor. One at a time, supervisors walk the floor searching for coaching
opportunities.
When they find these opportunities, they must first determine which coaching skill to employ,
demonstrate it, then handle any rep resistance that may result (other supervisors will act as
telephone reps).
Each supervisor will role play 5 individual coaching opportunities by the end of their 20-minute
role play. At the end of each role play the supervisor receives thorough feedback on strengths
and improvement areas from the instructor.
All final role plays are audio-taped. Participants keep their tapes for self-analysis.
* Please see What You Get When You Buy
If you are also interested in powerful selling skills designed specifically for call centers, read
more about Telephone Sales Mastery This program shows telephone professionals how to
maximize their sales opportunities by utilizing a unique sales approach when speaking with
callers.
selling call centers.
So you like your own sales training and the skills
that you provide your sales people, but you're
unhappy with your management team's sales
coaching skills? Then Call Center Sales
Management is for you.
Call Center Sales Management shows
supervisors and sales managers the difference
between floor problem-solving and true floor sales
coaching.
In Call Center Sales Management participants learn a set a proven set of sales coaching
skills as well as when and how often to use them. Additionally, participants learn how to
eliminate their "time-robbers," those activities that keep them off the floor, away from the
action.
Today's call center supervisor wears many hats. Often, the hat of "sales manager" is pushed
to the back of the priority list due to a lack of time or a lack of will.
Without proper coaching, telephone professionals won't always "offer" and won't receive the
critical feedback necessary to improve their selling skills.
Call Center Sales Management is the answer!
Program Overview
This workshop eliminates those concerns by showing supervisors how best to be great
sales managers without having to spend additional hours on the call center floor. Sales
people receive the coaching they need and sales increase. If you want increased sales and
sales-focused supervisors, invite your supervisors to this powerful workshop.
Each module includes instruction, discussions, examples, trainer demonstrations, team
activities and lots of role-playing to make sure your telephone professionals can use their
new skills immediately.
What the Participants of this 3-day Workshop will Learn:
Day One
The Changing Role of the Call Center Supervisor:
This module introduces sales management and leadership skills necessary for success in
today's highly competitive, sales-driven call centers. Participants learn various leadership
techniques and employee assessment tools as well as ways to coach reps differently and
individually, based on each rep's preferred leadership style.
"How Do You Get Them To...?"
This module introduces the five major sales management skills (Objective-Setting,
Quick-Training, Feedback, Handling Rep Resistance and General Coaching) that participants
utilize throughout the rest of the workshop. Participants learn how and when to employ each
skill, then role play each one extensively.
Day Two
Major Coaching Role Play:
Participants create and execute role play scenarios resembling their real-world challenges.
The participants must demonstrate each of the five major sales management skills at least
once as well as in various combinations. Role plays are audio-taped.
Managing Priorities:
This is a favorite for most supervisors and sales managers. Participants identify their top
"time robbers" (those activities that keep them away from the floor and their sales coaching).
Then, through new process improvement strategies, groups work on the most critical time
robbers to either improve the activity and/or eliminate the supervisor from it. Participants will
be able to create at least a few more hours of floor coaching time thanks to this half-day
session.
Exercise:
Evaluate And Modify Priorities.
Day Three
Final Role Play Exercise:
In the final major role play participants put it all together. The training room becomes a
simulated call center floor. One at a time, supervisors walk the floor searching for coaching
opportunities.
When they find these opportunities, they must first determine which coaching skill to employ,
demonstrate it, then handle any rep resistance that may result (other supervisors will act as
telephone reps).
Each supervisor will role play 5 individual coaching opportunities by the end of their 20-minute
role play. At the end of each role play the supervisor receives thorough feedback on strengths
and improvement areas from the instructor.
All final role plays are audio-taped. Participants keep their tapes for self-analysis.
* Please see What You Get When You Buy
If you are also interested in powerful selling skills designed specifically for call centers, read
more about Telephone Sales Mastery This program shows telephone professionals how to
maximize their sales opportunities by utilizing a unique sales approach when speaking with
callers.
| Customization We start with proven best practices and then customize your training to fit your call flows, industry and company culture. You get the convenience of off-the-shelf training without sacrificing applicability. |
Call Center Training that Works!
| Want more Information on this program? Phone us at 940-725-0057 |
| From Lorelle Holway-Smith Training Manager British Airways "We really appreciate all you've done for our new sales people. After participating in your training they come back with a firm grasp on the selling process. Class after class, they have been able to generate more sales due to your real-world selling programs." Click Here to Read More Testimonials |
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| Our Call Center Training has been Delivered in hundreds of organizations including but not limited to: ADT Security Systems Austrian Airlines AT&T Communications American Express AvMed Health Care Bank Atlantic Bell Atlantic British Airways Cathay Pacific Airways Cable & Wireless MediaOne Dean Witter Reynolds Gruntal & Company HBO Lucent Technologies Lufthansa Airlines Medimmune Inc. Fleet Bank QANTAS Sprint Canada Sprint SmithKline Beecham Swissair USAirways Verio WorldCom Click Here for More |
