Marketing Phone Call

Title		Marketing Phone Call
Objectives		To improve the customers’ perception of the corporate image and the quality of services offered on the phone
Learning goals		At the end of the course, learners will be able to: - List the various stages of a selling phone call and methods to manage it effectively - Describe the methods to establish positive relationships with customers on the phone - Explain how to successfully manage telephone communication with difficult customers
Contents		- Marketing phone call: definition and characteristics - The role of telephone operators - The various objectives of telephone communication - The stages of a marketing phone call - Communicating a positive corporate image - The right attitude towards customers - Communicating in synergy with the interlocutor - Optimizing phone call durations and results - Tone, smile and courtesy in establishing relationship with the customer - Voice control - Active listening - Objection management
Structure		The course includes two teaching modules comprising the following training units: Module 1 Unit 1 Web fiction Unit 2 Lesson with practice slides Unit 3 Lesson with practice slides Unit 4 Lesson with practice slides Unit 5 Test Module 2 Unit 1 Web fiction Unit 2 Lesson with practice slides Unit 3 Lesson with practice slides Unit 4 Lesson with practice slides Unit 5 Job aid Unit 6 Job game
Target		Customer relation management staff
Duration		2 hours 30 minutes