Welcome to Zane and Blackman Limited. We provide services in

  • Human Resource Management
  • Leadership Development
  • Management Training/Development

Telephone Skills

(Durations of Courses: 1 Day)

This course is aimed at developing the skills required by those who are dealing with potential customers on the telephone.

The objectives of the course are:

  • To describe the basic principles of effective telephone selling.
  • To develop a range of practical telephone selling skills.
  • To practice these skills using course exercises.

Course Overview:

  • Establishing the customer relationship
    • the sales process
    • building customer relationships
    • selling on the telephone
  • Planning the call
    • dealing with customers
    • buyer decisions
    • outgoing calls
  • Making the call
    • using your plan
    • starting a call and using discussion aids
    • selling features and benefits
  • Overcoming objections and closing the call
    • structure of objections
    • overcoming objections
    • closing techniques
  • Action planning and feedback

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