Description
Basic Telephone Courtesy:
- Four things you can do in the first twenty seconds that will automatically protect a professional image for your organization.
- Effective message taking requires a pre-set message “kit” you already possess.
- How to keep from putting people on “perma-hold”
- How to handle transfers so that customers get the answers they want.
- Four telephone “customer killers” you must avoid.
Order Taking and Telephone Selling:
- Recording accurate information and confirming details is only the beginning.
- How to create trust and rapport over the phone.
- How to ask questions to determine customer needs.
- How to justify a higher price with benefits.
- How to explore other sales opportunities.
Dealing with Angry Customers:
- Step one: Show empathy. When emotions are high, get the customer to let off steam while you listen. But, don’t tolerate vulgarity.
- Step two: Get the facts. Facts determine the solutions.
- Step three: Apologize. Agree on a solution and repair the situation immediately. If you can, do something extra for the customer.
