Sales and customer service are two areas in a business operation where call centres are the convenient and effective means of reaching out to current and potential customers. The Sales and Customer Service Training for Call Centres course is designed to help your call center staff become highly-skilled communicators.
This 3-day workshop covers the following topics: body language, verbal skills ( tone, cadence, pitch), questioning and listening skills, how to say “no” and deliver bad news, negotiating skills, tools and vocal techniques used to facilitate communication, developing relationships and more.
This comprehensive course is now available in London, Birmingham, Leeds, Glasgow, Sheffield, Bradford, Edinburgh, Liverpool, Manchester and UK wide.
Please click the In-House Training tab to receive a free quote for courses delivered at your preferred location.
Course name | Length | Outline |
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Active Listening Training Course | 0.5 day course |
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Sales and Customer Service Training for Call Centres | 3 day course |
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Consultative Sales Training | 1 day course |
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Effective Prospecting Sales Training Course | 1 day course |
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Influence and Persuasion at Work Training Course | 0.5 day course |
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Overcoming Objections Sales Training Course | 1 day course |
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Pitch Proposal and Presentation Sales Training Course | 1 day course |
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Reading Body Language Sales Training Course | 1 day course |
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Retail Sales Training Course | 1 day course |
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Sales Training Course | 1 day course |
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Sales Training for Call Centres Training Course | 1 day course |
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Writing Winning Proposals Training Course | 1 day course |
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By the end of this course, participants will be able to:
The day passed without noticing the time, never found myself drifting away and Anne was great all day I could have sat in a training session for three days, Excellent job :)
Troy was flexible and enthusiastic. He delivered the content so that it was relevant and practical to our business. We are all motivated to start implementing these new strategies. The training was fantastic although now I will be very busy implementing it all :)
Download Sales and Customer Service Training for Call Centres Outline
Whether we choose to embrace them or cannot stand being interrupted by their calls, call centres are a business element that is here to stay.
This course will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which we will explore in detail throughout this energising and practical three-day workshop.
Sales and Customer Service Training for Call Centres - Lesson 1
What’s Missing in Telephone Communication?
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Sales and Customer Service Training for Call Centres - Lesson 2
Verbal Communication Techniques
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Sales and Customer Service Training for Call Centres - Lesson 3
Who are Your Customers?
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Sales and Customer Service Training for Call Centres - Lesson 4
To Serve and Delight |
Sales and Customer Service Training for Call Centres - Lesson 5
Did You Hear Me?
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Sales and Customer Service Training for Call Centres - Lesson 6
Morning Reflection |
Sales and Customer Service Training for Call Centres - Lesson 7
Asking the Right Questions
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Sales and Customer Service Training for Call Centres - Lesson 8
Saying No
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Sales and Customer Service Training for Call Centres - Lesson 9
Sales by Phone
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Sales and Customer Service Training for Call Centres - Lesson 10
Taking Messages
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Sales and Customer Service Training for Call Centres - Lesson 11
Staying Out of Voice Mail Jail |
Sales and Customer Service Training for Call Centres - Lesson 12
Exercises for Conditioning Your Voice |
Sales and Customer Service Training for Call Centres - Lesson 13
Afternoon Reflection |
Sales and Customer Service Training for Call Centres - Lesson 14
Cold and Warm Calls
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Sales and Customer Service Training for Call Centres - Lesson 15
Developing a Script
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Sales and Customer Service Training for Call Centres - Lesson 16
Perfecting the Script
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Sales and Customer Service Training for Call Centres - Lesson 17
Going Above and Beyond
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Sales and Customer Service Training for Call Centres - Lesson 18
Handling Objections |
Sales and Customer Service Training for Call Centres - Lesson 19
Morning Reflection |
Sales and Customer Service Training for Call Centres - Lesson 20
Closing the Sale |
Sales and Customer Service Training for Call Centres - Lesson 21
Feelings
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Sales and Customer Service Training for Call Centres - Lesson 22
Changes in the Customer
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Sales and Customer Service Training for Call Centres - Lesson 23
Negotiation Techniques
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Sales and Customer Service Training for Call Centres - Lesson 24
Phases of Negotiation
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Sales and Customer Service Training for Call Centres - Lesson 25
Afternoon Reflection
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Sales and Customer Service Training for Call Centres - Lesson 26
High Impact Moments
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Sales and Customer Service Training for Call Centres - Lesson 27
Tips for Challenging Callers
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Sales and Customer Service Training for Call Centres - Lesson 28
Dealing with Difficult Customers
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Sales and Customer Service Training for Call Centres - Lesson 29
Phone Tag and Getting the Call Back
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Sales and Customer Service Training for Call Centres - Lesson 30
Morning Reflection |
Sales and Customer Service Training for Call Centres - Lesson 31
Phone Tag and Getting the Call Back Phone Tag and Getting the Call Back |
Sales and Customer Service Training for Call Centres - Lesson 32
Morning Reflection |
Sales and Customer Service Training for Call Centres - Lesson 33
This is My Mentor
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Sales and Customer Service Training for Call Centres - Lesson 34
Stress Busting |
Sales and Customer Service Training for Call Centres - Lesson 35
News from Within
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Sales and Customer Service Training for Call Centres - Lesson 36
Wrapping Up
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Sales and Customer Service Training for Call Centres - Lesson 37
Close with Vocals |
Sales and Customer Service Training for Call Centres - Lesson 38
Personal Action Plan |
In-House training benefits:
To Be Engaged All Day
Activities and discussion for engaged learning all day.
An outstanding trainer
On average PDT trainers have 15 years industry experience 7 years training experience.
Focussed on you
We always tailor activities and scenarios to be relevant to you.
Refresher Course $0
In-House and Public Class participants are welcome to join a public class in the same topic for 12 months.
1/2 Price Coaching
We all know the importance of reinforcement, so we'll come back within 90 days of the original course 1/2 price.
Multi-modal Reinforcement
Support, reinforcement & extension eLearning and videos in the App.
org' ment vt. sounds like augment
1. to make greater;
2. to increase impact
Beyond the classroom, the orgmenta app from PD Training augments our instructor led courses by engaging learners before, during and after training.
The Learning impact is increased by providing a personalised and contextualised learning experience, followed by ongoing collaboration and reinforcement on demand.
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