Next Level Academy Call Center Training eBook Course

Save $44.05 USD
Only 0 left
Free worldwide shipping
Free returns
Carbon neutral
Secure payments


Module One: Getting Started

Every organization is responsible for maintaining records. The ability to create, organize, and maintain records and archives is essential to success. Correct records keeping will not only offer liability protection; it will also increase efficiency and productivity. To put it simply, maintaining records and archives will improve the bottom line.

Workshop Objectives

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. With that in mind, let’s review our goals for today.

At the end of this workshop, participants should be able to:

Define records and archives

Analyze records in context

Classify records

Understand different systems

Maintain and convert records



Module One: Getting Started
  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives
Module Two: The Basics (I)
  • Defining Buying Motives
  • Establishing a Call Strategy
  • Prospecting
  • Qualifying
  • Case Study
  • Review Questions
Module Three: The Basics (II)
  • Getting Beyond The Gate Keeper
  • Controlling The Call
  • Difficult Customers
  • Reporting
  • Case Study
  • Review Questions
Module Four: Phone Etiquette
  • Preparation
  • Building Rapport
  • Speaking Clearly - Tone of Voice
  • Effective Listening
  • Case Study
  • Review Questions
Module Five: Tools
  • Self Assessments
  • Utilizing Sales Scripts
  • Making the Script Your Own
  • The Sales Dashboard
  • Case Study
  • Review Questions
Module Six: Speaking Like a Star
  • S = Situation
  • T= Task
  • A= Action
  • R = Result
  • Case Study
  • Review Questions
                                Module Seven: Types of Questions
                                • Open Questions
                                • Closed Question
                                • Ignorant Redirection
                                • Positive Redirection
                                • Negative Redirection
                                • Multiple Choice Redirection
                                • Case Study
                                • Review Questions
                                Module Eight: Benchmarking
                                • Benchmark Metrics
                                • Performance Breakdown
                                • Implementing Improvements
                                • Benefits
                                • Case Study
                                • Review Questions
                                Module Nine: Goal Setting
                                • The Importance of Goals
                                • SMART Goals
                                • Staying Committed
                                • Motivation
                                • Overcoming Limitations
                                • Case Study
                                • Review Questions
                                Module Ten: Key Steps
                                • Six Success Factors
                                • Staying Customer Focused
                                • The Art of Telephone Persuasion
                                • Telephone Selling Techniques
                                • Case Study
                                • Review Questions
                                Module Eleven: Closing
                                • Knowing When it"s Time to Close
                                • Closing Techniques
                                • Maintaining the Relationship
                                • After the Sale
                                • Case Study
                                • Review Questions
                                Module Twelve: Wrapping Up
                                • Words from the Wise
                                • Review of Parking Lot
                                • Lessons Learned
                                • Completion of Action Plans and Evaluations