Call Centers Training - Groupe Effica

Outbound calls

Increase the success rate of sales during telephone call solicitation and improve satisfaction with the work place.

Training Objectives

At the end of this training session, participants will be able to:

Prepare themselves mentally before each call to be more persuasive.
Spark the client’s interest during the first few seconds of the call.
Use a method which will reduce the number of objections.
Adapt the solicitation approach according to the type of client.
Make a proposal in a convincing manner.
Respond rapidly and efficiently to the most frequent objections.
Withdraw gracefully in the case of a categorical refusal.

CONTENT

Telephone solicitation: the basic principles

Your voice as a work tool.
The attentive listener: your ally.
Handling complaints.

The sollicitation technique SPORT

Steal the interest of the client (earn the right).
Personalize the offer.
Observe the reaction of the prospect.
Respond to objections.
Turn into sales.

THE METHODOLOGY

Every training session is customized for each of our clients. The examples, the exercises and the role play reflect the reality of each company with whom we do business. The means of deployment (in a classroom, by video or internet) is adapted to the needs of the company or the participants. All courses are available in modules.

Appels entrants

Participants will learn how to maximize the benefits of incoming calls, by increasing their sales and by proposing products and services which answer their clients’ needs.

Training Objectives

At the end of this training session, the participants will be able to:

Describe the three stages of the client’s buying process.
Greet each client in such a way that a relationship of trust is established.
Discover the clues which define the client’s needs.
Direct the client’s attention toward those elements which will demonstrate that you are the best supplier for their needs.
Pose sales-oriented questions at the most timely moments during the call, (“call flow”) and obtain more information about the client’s needs.
Demonstrate the value added of the goods and services in relation to the client’s needs.
Make convincing recommendations to answer the client’s needs.
Conclude the sale confidently.

CONTENT

Telephone solicitation: the basic principles

Your voice as a work tool.
The attentive listener: your ally.
Handling objections.
Immediate needs.
The clues.
Different personalities.

The 5 Step Sales Method ADAPT

Active greeting.
Direct the conversation.
Analyze the client’s needs.
Explain the benefits of your store and your products to the client.
Turn the call into a further follow-up.

THE METHODOLOGY

Every training session is customized for each of our clients. The examples, the exercises and the role play reflect the reality of each company with whom we do business. The means of deployment (in a classroom, by video or internet) is adapted to the needs of the company or the participants. All courses are available in modules.

Service à la clientèle

Exercer les pratiques et les habiletés les plus efficaces et les plus reconnues pour satisfaire les clients au téléphone, en personne et par courriel.

OBJECTIFS D’APPRENTISSAGE

Au terme de cette formation, les participants seront en mesure de :

Reconnaitre l’importance de bien servir les clients internes comme externes
Choisir la bonne posture mentale lorsqu’ils sont en mode service à la clientèle
Décrire les différents types de personnalité
Exercer les meilleures pratiques en matière d’écoute, de communication et de répartie
Utiliser un processus étape par étape pour offrir un service constant, en dépit des nombreuses variables en service à la clientèle
Décrire les différences et les similitudes entre le service à la clientèle par téléphone, en personne ou par écrit
Décrire les degrés d’insatisfaction des clients
Adopter la tonalité la plus appropriée
Contrôler la conversation à l’aide de la méthode RÉGLER
Annoncer de mauvaises nouvelles au client de façon factuelle et professionnelle
Négocier avec un client insatisfait ou en colère

CONTENU

Module 1- Les 4 piliers de l’expérience client:

Pilier 1- Le savoir
Pilier 2- Le savoir-être
Pilier 3- Le savoir-faire
Pilier 4- L’organisation

Module 2- Le processus d’appel en 5 étapes

Accueillir avec enthousiasme
Orienter le client
Analyser la situation
Proposer des solutions
Terminer en laissant bonne impression

Module 3- Le processus R.É.G.L.E.R.

MÉTHODE

Toutes nos formations sont bâties sur mesure pour chacun de nos clients. Les exemples, les exercices et les jeux de rôle sont créés pour chaque compagnie avec lesquelles nous faisons affaire. La méthode de déploiement (en classe, vidéo, internet) est adapté aux besoins de la compagnie ou des participants.