Length: 5 days

Level:

• Beginner
• Medium
• Advanced

Industry: Sales & Marketing, Callcenter / Contact center, Customer service, BPO, Communications

Prerequisites: None

Certification Association: PI AdultEducation Center, Republic of North Macedonia Language: English &Macedonian

Venue: IT Logistics Certified TrainingCenter, Vasil Gjorgov 31, 1000 Skopje, Macedonia

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Selling via Call centergives you a unique opportunity to access your customers over the globe and aroundthe clock.

The experience eachcustomer gets can make a huge difference to their engagement with yourproducts, your company and your business’s bottom line. Certified, trained andskilled telemarketing agents will boost your sales and revenue and will masteryour customer service.

“CERTIFIED TELEMARKETINGAGENT” training helps call center agents to make the most of their phone-basedwork. It shares the best ways to listen and be heard, and incorporates elementsof sales and customer service in detail.

Practical and energizing,this five day certified training is highly interactive, engaging and fun.

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Module1 – Introduction – general info on Sales via Call center

Module2 – Preparation (What you need to do before start dialing)

Module3 – Start of Telephone Communication

Module4 – Uncovering and qualifying byers needs

Module5 – Price vs. Value

Module6 – Objections & Rebuttals

Module7 – Closing

Module8 – Customer Care (Aftercare)

Module9 - Handling complaints effectively

BonusModule 10 – Emotional Sales

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“Certified Telemarketing Agent ”tm Training course is tailored to meet 95% of sales goals of each salesand marketing oriented company. Additionally, each module will be completely adjust to your company needs and requirements and will include the following skills, techniques and strategies:

• How to prepare before start dialing
• How to build and craft your sales script (Sales pitch)
• Personalized techniques for managing the stress of working in a call center
• Opening a sale
• Verbal skills Vs. Body language and how they apply in a call center environment
• Tone, Voice & Pace Techniques
• Winning& professional vocabulary
• Questioning and listening skills which are missing in modern telephone communication
• Features Vs. Benefits
• Negotiation and persuasion skills
• Price negotiation
• Skills and techniques for overcoming objections
• Closing techniques
• Customer care excellence and repeat sales cycle

The success of your business largely depends on the professionalism shown by your telemarketers(sales agents / reps) and customer care team.

 Ensure your customer enquiries are being handled correctly and that your sales calls are having the desired result with Call Centre training for your staff.

 Organizations which have taken part in Call Centre training report the following benefits:

• Increased call volume thanks to improved strategies and faster call resolution
• Happier, more engaged call center staff
• Passionate, enthusiastic and creative sales closers
• Higher customer satisfaction rates thanks to a more motivated and capable sales &customer service team
• Increased retention because of better call outcomes
• Increased sales & revenues thanks to a skilled and strategic team
• Better business results

“Certified Telemarketing Agent ”tm Call Centre program is aimed at Call Centre and Customer-Facing Staff. Experience and customer feedback have told us that Call Centre training is beneficial threefold: for the attendees, the organization and ultimately, the customer.

Employees who will find the course content helpful include:

• Telemarketers
• Call center sales agents
• Customer service agents
• Sales agents
• Sales reps
• Sales mentors
• Telephone operators
• Call center supervisors
• Call center managers
• Sales managers, Floor managers and Supervisors
• Students and Juniors aiming to work in sales and marketing
• Unemployed looking for retraining programs and possibilities to get additional specific opportunities

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