{"id":713,"date":"2020-07-18T16:09:46","date_gmt":"2020-07-18T14:09:46","guid":{"rendered":"https:\/\/groupeeffica.com\/call-centers-training\/"},"modified":"2021-01-03T15:54:35","modified_gmt":"2021-01-03T14:54:35","slug":"call-centers-training","status":"publish","type":"page","link":"https:\/\/groupeeffica.com\/en\/call-centers-training\/","title":{"rendered":"Call Centers Training"},"content":{"rendered":"
<\/div><\/div>
\n
<\/div>
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Training<\/em>
\nCALL CENTERS<\/p>\n
\n

 <\/span><\/p>\n<\/div>\n<\/div>\n<\/div><\/section><\/div>\n<\/div><\/div><\/main><\/div><\/div>

\n
\"Centres<\/div>\n<\/div><\/section><\/div>\n
<\/div>\n
\n\n
Outbound calls<\/div>\n
\n
\n

Increase the success rate of sales during telephone call solicitation and improve satisfaction with the work place. <\/span><\/strong><\/p>\n

\n

Training Objectives<\/h3>\n

At the end of this training session, participants will be able to:<\/p>\n

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

    CONTENT<\/h3>\n

    Telephone solicitation: the basic principles<\/p>\n

      \n
    • Your voice as a work tool.<\/li>\n
    • The attentive listener: your ally.<\/li>\n
    • Handling complaints.<\/li>\n<\/ul>\n

      The sollicitation technique SPORT<\/strong><\/p>\n

        \n
      1. Steal the interest of the client (earn the right).<\/li>\n
      2. Personalize the offer.<\/li>\n
      3. Observe the reaction of the prospect.<\/li>\n
      4. Respond to objections.<\/li>\n
      5. Turn into sales.<\/li>\n<\/ol>\n

        THE METHODOLOGY<\/h3>\n

        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.<\/p>\n<\/div>\n\n<\/div>\n<\/div>\n<\/section>\n\n

        Appels entrants<\/div>\n
        \n
        \n

        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. <\/span><\/strong><\/p>\n

        \n

        Training Objectives<\/h3>\n

        At the end of this training session, the participants will be able to:<\/p>\n

          \n
        • Describe the three stages of the client’s buying process.<\/li>\n
        • Greet each client in such a way that a relationship of trust is established.<\/li>\n
        • Discover the clues which define the client’s needs.<\/li>\n
        • Direct the client’s attention toward those elements which will demonstrate that you are the best supplier for their needs.<\/li>\n
        • Pose sales-oriented questions at the most timely moments during the call, (\u201ccall flow\u201d) and obtain more information about the client’s needs.<\/li>\n
        • Demonstrate the value added of the goods and services in relation to the client’s needs.<\/li>\n
        • Make convincing recommendations to answer the client’s needs.<\/li>\n
        • Conclude the sale confidently.<\/li>\n<\/ul>\n

          CONTENT<\/h3>\n

          Telephone solicitation: the basic principles<\/p>\n

            \n
          • Your voice as a work tool.<\/li>\n
          • The attentive listener: your ally.<\/li>\n
          • Handling objections.<\/li>\n
          • Immediate needs.<\/li>\n
          • The clues.<\/li>\n
          • Different personalities.<\/li>\n<\/ul>\n

            The 5 Step Sales Method ADAPT<\/strong><\/p>\n

              \n
            1. Active greeting.<\/li>\n
            2. Direct the conversation.<\/li>\n
            3. Analyze the client’s needs.<\/li>\n
            4. Explain the benefits of your store and your products to the client.<\/li>\n
            5. Turn the call into a further follow-up.<\/li>\n<\/ol>\n

              THE METHODOLOGY<\/h3>\n

              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.<\/p>\n<\/div>\n\n<\/div>\n<\/div>\n<\/section>\n\n

              Service \u00e0 la client\u00e8le<\/div>\n
              \n
              \n

              Exercer les pratiques et les habilet\u00e9s les plus efficaces et les plus reconnues pour satisfaire les clients au t\u00e9l\u00e9phone, en personne et par courriel.<\/span><\/strong><\/p>\n

              OBJECTIFS D\u2019APPRENTISSAGE<\/h3>\n

              Au terme de cette formation, les participants seront en mesure de :<\/p>\n

                \n
              • Reconnaitre l’importance de bien servir les clients internes comme externes<\/li>\n
              • Choisir la bonne posture mentale lorsqu’ils sont en mode service \u00e0 la client\u00e8le<\/li>\n
              • D\u00e9crire les diff\u00e9rents types de personnalit\u00e9<\/li>\n
              • Exercer les meilleures pratiques en mati\u00e8re d’\u00e9coute, de communication et de r\u00e9partie<\/li>\n
              • Utiliser un processus \u00e9tape par \u00e9tape pour offrir un service constant, en d\u00e9pit des nombreuses variables en service \u00e0 la client\u00e8le<\/li>\n
              • D\u00e9crire les diff\u00e9rences et les similitudes entre le service \u00e0 la client\u00e8le par t\u00e9l\u00e9phone, en personne ou par \u00e9crit<\/li>\n
              • D\u00e9crire les degr\u00e9s d\u2019insatisfaction des clients<\/li>\n
              • Adopter la tonalit\u00e9 la plus appropri\u00e9e<\/li>\n
              • Contr\u00f4ler la conversation \u00e0 l\u2019aide de la m\u00e9thode R\u00c9GLER<\/li>\n
              • Annoncer de mauvaises nouvelles au client de fa\u00e7on factuelle et professionnelle<\/li>\n
              • N\u00e9gocier avec un client insatisfait ou en col\u00e8re<\/li>\n<\/ul>\n

                CONTENU<\/h3>\n

                Module 1- Les 4 piliers de l\u2019exp\u00e9rience client:<\/p>\n

                  \n
                • Pilier 1- Le savoir<\/li>\n
                • Pilier 2- Le savoir-\u00eatre<\/li>\n
                • Pilier 3- Le savoir-faire<\/li>\n
                • Pilier 4- L\u2019organisation<\/li>\n<\/ul>\n

                  Module 2- Le processus d\u2019appel en 5 \u00e9tapes<\/p>\n

                    \n
                  • Accueillir avec enthousiasme<\/li>\n
                  • Orienter le client<\/li>\n
                  • Analyser la situation<\/li>\n
                  • Proposer des solutions<\/li>\n
                  • Terminer en laissant bonne impression<\/li>\n<\/ul>\n

                    Module 3- Le processus R.\u00c9.G.L.E.R.<\/p>\n

                      \n
                    • Rassurer<\/li>\n
                    • Explorer<\/li>\n
                    • G\u00e9rer les attentes<\/li>\n
                    • Laisser le client r\u00e9agir<\/li>\n
                    • Encadrer<\/li>\n
                    • R\u00e9sumer et conclure.<\/li>\n<\/ul>\n

                      M\u00c9THODE<\/h3>\n

                      Toutes nos formations sont b\u00e2ties sur mesure pour chacun de nos clients. Les exemples, les exercices et les jeux de r\u00f4le sont cr\u00e9\u00e9s pour chaque compagnie avec lesquelles nous faisons affaire. La m\u00e9thode de d\u00e9ploiement (en classe, vid\u00e9o, internet) est adapt\u00e9 aux besoins de la compagnie ou des participants.<\/p>\n\n<\/div>\n<\/div>\n<\/section>\n\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"tags":[],"class_list":["post-713","page","type-page","status-publish","hentry"],"yoast_head":"\nCall Centers Training - Groupe Effica<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/groupeeffica.com\/en\/call-centers-training\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Call Centers Training - Groupe Effica\" \/>\n<meta property=\"og:url\" content=\"https:\/\/groupeeffica.com\/en\/call-centers-training\/\" \/>\n<meta property=\"og:site_name\" content=\"Groupe Effica\" \/>\n<meta property=\"article:modified_time\" content=\"2021-01-03T14:54:35+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/groupeeffica.com\/wp-content\/uploads\/2020\/07\/vente-centre-appel.jpg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"8 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/groupeeffica.com\/en\/call-centers-training\/\",\"url\":\"https:\/\/groupeeffica.com\/en\/call-centers-training\/\",\"name\":\"Call Centers Training - 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