This section provides examples of programs of the most popular open trainings. This is an incomplete list of open trainings provided by the trainers of our company. If you haven’t seen the topic which interests you in this list call our consultants at (495 785 27 57 or leave a Request for Training.
If you are interested in corporate trainings these can be designed both on the topics listed above or any other topics within the competence of our trainers. In this case, corporate trainings will fully take into account the specifics of your company, area of business, specifics of corporate culture, requirements of the management, etc.
The goal of the training: to build and practice skills of effective telephone communication.
Target audience: specialists and managers working with clients, specialists, supervisors and call center managers.
Training program includes:
- Basics of telephone communication: active listening, emotional state regulation, dialogue construction, summarizing skills, rephrasing, etc.
- Norms and rules of business telephone etiquette.
- Basics of client-oriented communication on the phone.
- Correction and adjustment of speech rate, grammar, clichés of telephone communication etiquette, etc.
- Characteristics of work on different types of projects; client consulting, secretary work, client attraction, cold calls, etc.;
- Communication skills in non-standard situations (claims, complaints, disorderly conduct, etc.)
Training results:
- The quality of call processing by the training participants will be improved;
- The level of communicative competence (professional communication competence) of the training participants will be improved;
- Participants will acquire effective and easy to use methods and algorithms of working with claims.
Duration: : 8 hours (1 day).
Methods used in the training: viewing training videos, mini-lectures, audio recording of participants’ conversations and subsequent discussion, role play, tasks (individual and in groups). All tasks are adapted to the specific work environment of the training participants, real-life examples are discussed, difficult situations occurring in the working practice of the participants are analyzed.
The training includes easy to acquire and applicable sales schemes and techniques. It is designed for both specialists without previous work experience in sales (personal, telephone) and for more experienced participants.
The goal of the training: to build and develop sales skills of the training participants.
Target audience: this training is designed for call center specialists, sales managers (personal, non-personal), customer relations managers, call center managers and client departments;
The training program includes:
- What are sales?
- Main stages of sales:
Training results:
- participants will acquire basic knowledge and skills required for telephone sales.
- participants will learn to effectively engage with customers.
- participants will be able to present the product properly taking into account the needs of individual clients.
- participants will acquire the necessary knowledge about the nature of an objection and will learn techniques of working with objections.
- The participants will acquire basic techniques of effective completion of communication with the client.
Duration:8 hours (1 day).
Methods used in the training: mini lectures, role play, tasks (group and individual), brainstorming and different types of discussion work. All tasks are adapted to the specific work environment of the training participants, real-life examples are discussed, difficult situations occurring in the working practice of the participants are analyzed.
«“You don’t like cold calls because you don’t know how they are done!» (from the educational film «Cold Calls»).
The goal of the training: acquisition of knowledge and skills needed for successful cold calls.
Target audience: Дthis training is targeted at call centre specialists dealing with cold calls, supervisors and call center managers, internal trainers, sales managers, etc.
Training program:
- Why «cold» calls??
- How to prepare for a cold call? Psychological attitude, goal-setting, etc.
- «Breaking through the secretary» technique.
- Voice.
- How to make a client «hot»? Or methods of communication with decision-makers.
- Excuses and objections.
Training results:
- Participants will acquire knowledge and skills needed for making cold calls.
- Participants will demonstrate confident behavior when communicating with clients.
- Participants will master techniques and methods of «breaking through» the secretary.
- The level of stress experienced by the employees making cold calls will decrease and as a result the rate of emotional and professional burnout of your employees will reduce.
- Participants will learn to distinguish between excuses and objections and to work with both.
Duration: 8 hours (1 day).
Methods used in the training: training videos, mini-lectures, role play, tasks (individual and group), brainstorming and different types of discussion, analysis of audio recordings of conversation simulations between the training participants and «clients». All tasks are adapted to the specific work environment of the training participants, real-life examples are discussed, difficult situations occurring in the working practice of the participants are analyzed.
Work with objections is one of the most important steps in the work with clients. Why do objections emerge? Firstly, objections may emerge at the very beginning of the conversation when you have not had the time to convince. It happens especially true for cold calls. Secondly, some individuals are prone to making objections, others need more information to make a decision. Thirdly, we have the right to make a mistake and no one can be absolutely sure that they will not face any objections. Objections are good! They indicate that the client has retained interest in you and your offer. A competent answer to an objection is an extra chance to convince the client.
The goal of the training: acquisition of knowledge and skills necessary for effective work with objections.
Target audience: this training is targeted at call centre specialists making cold calls, supervisors and call center managers, internal trainers, sales managers, etc
Training program:
- What are objections and why do they emerge?
- Why is it ineffective simply to convince?
- Stages of working with objections: Join! Clarify! Provide arguments!
- Effective techniques and practices in working with objections
Training results:
- Participants will acquire knowledge and skills necessary for successful work with objections.
- Participants will demonstrate more confident behavior working with clients’ objections.
- Participants will learn to see what is behind the client’s objections.
Duration: 6 hours (1 day).
Methods used in the training: educational videos, mini-lectures, role play, tasks (individual and group), brainstorming and different types of discussion, analysis of audio recordings of conversation simulations between the training participants and “clients”. All tasks are adapted to the specific work environment of the training participants, real-life examples are discussed, difficult situations occurring in the working practice of the participants are analyzed.
Many experts consider the work with claims to be one of their most unpleasant and difficult duties. The training allows the practitioner to develop an algorithm of actions for handling claims, to prepare for various “difficult” situations in terms of both call processing techniques and psychological preparation. The development of client communication skills allows to remove negative emotions and to and to effectively solve problems faced by the staff in their everyday work.
The goal of the training: to form and develop the skills of effective communication on the phone in difficult situations, work with claims.
Target audience: professionals responsible for communication with the company’s clients on the telephone and for the work with claims and complaints. This training is also useful for the claims department specialists, secretaries, client service managers, etc
Training program:
- ПBusiness etiquette in communication with «irate» clients.
- Basics of telephone communication: politeness, customer orientation, active listening, probing questions, rephrasing client’s remarks.
- Stress resistance and self regulation: regulation of your emotional state, «voice control», smile in your voice, etc
- Complaint: what is good about it?
- Stepwise model of responding to a claim.
Training results:
- The client service quality will increase;
- The participants will learn to handle claims constructively;
- The participants will learn effective and applicable methods and algorithms of working with claims;
- The participants’ resistance to stress will increase;
- The participants will be able to demonstrate confident behavior when communicating with clients.
Duration: 8 hours (1 day).
Methods used in the training: instructional videos, mini-lectures, role play, tasks (individual and group), brainstorming and different types of discussion, analysis of audio recordings of conversation simulations between the training participants and “clients”. All tasks are adapted to the specific work environment of the training participants, real-life examples are discussed, difficult situations occurring in the working practice of the participants are analyzed.
Are you interested in our training programs?
Call us and or consultants will help you choose trainings that suits best the needs of your company.
Phone +7 (495) 984-76-03
