A Telemarketing Teaching Guide

First Impressions

A course for all employees, from receptionist to accounting professional. Teaches methods for receiving, transferring, and handling all types of calls.

Basic Telemarketing Principles

Entry level telemarketing skills needed for profitable telephone communication. A course for the "doing" of telemarketing.

PROFESSIONAL TELEPHONE SELLING SKILLS

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E · Roots

· Your Part

· Competencies

· The Company Goals

· Your Goals

· Attitude

· Coping with StressI. FIRST PERSON FOCUS

This Segment focuses on the skills necessary for professional sales expertise. At the end of this session, the participants will be able to:

Compare the competencies of a business professional with those of the sales professional.

List the characteristics of the sales professional.

Understand the responsibility of your position.

Utilize goal-setting techniques.

Utilize techniques for stress reduction.

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E · Introduction

· Where Do You Fit?

· The Two-Sided Coin

· The Right Card

· Observable Characteristics

· A Capsule

· Behavioral Flexibility

· Style Modification

· Success Strategies

· The Telephone

· Action Plan

II. SECOND PERSON FOCUS

Recognize the caller's communication style.

Use this knowledge to relate better to customers and face-to-face with others.

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E · Your Professional Image

· Professional Speaking

· Communication Tips

· Listening Skills

· Listening to CustomersIII. COMMUNICATION POINTS

This Segment focuses on the skills needed for professional service and problem-solving with the customer. At the end of this session, the participants will be able to:

Use the techniques for better speech delivery.

List the components of a professional telephone voice.

List the essentials of a professional communicator.

List the techniques for effective listening.

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E · Introduction

· Before You Pick Up the

Phone

· The Players

· You Have the Decision

Maker

·...