Corporate Trainings - TeleSales & Customer Service

Telephone Etiquettes
The Program Objective –

To provide an in depth understanding between the differences in skill and etiquettes while on the telephone. What are the rules behind etiquette and how to demonstrate it effectively to get the wall broken between you and the customer?

And to further take it to the next level in the call to maximize the potential of a sale.

The Challenges –

Telephone Etiquettes is the bible-principles of telesales and marketing, many customers are lost immediately not because of skill sets but because we aren’t doing it the right way. We literally forget our manners while on a sales opportunity.

ü New to telephone operations - sales or service
ü Unaware of the right opening and closing scripts
ü Ignorant about telephone operations culture
ü Fresher or new hires for the first time on the phone
ü Where telephone operations is not a core function
ü Poor on hold, transfer or conference techniques
ü For organizations who hire entry level resources

The Course Objective –

Prepare for phone calls
A strong start on the call
Effective hold techniques
Speaking clearly with the customer
Effective call transferring
Proper tone and pitch of voice
Demonstrating effective listening skills
Maximize customer engagement
Make the customer ask the questions
Practice the golden rules



Telemarketing Training
The Program Objective –

A thorough training of various telemarketing etiquettes and options and factors that affect customer behavior which is central to the ability to telemarketing and to telesell is addressed in details.

This is to provide a highly interactive and an experience driven learning environment to reinforce telemarketing skills to succeed.

The Challenges –

It is possible you’ve come across these expressions and experiences in your day while telemarketing -

ü You know you have a great product or service and that your prospective clients will love what you do. You just can’t seem to speak to enough people.
ü You may be lacking in confidence to promote your products and services. Or you just need to feel more confident than you already are.
ü You might not have had any training on how to sell.
ü You may not be too comfortable being labeled a ‘salesperson’.
ü You are apprehensive about promoting yourself because you do not want to be seen as a ‘pushy salesperson’.
ü You wouldn’t dream of ‘cold calling’ as that is a waste of time and perhaps makes the nervous butterflies in your stomach come to life.
ü You are tired of hearing “I’m too busy, I have no budget, It’s too expensive” etc …

The Course Objective –

Focus on the advantage of long-term value over low cost
Understand how to deal with different sales structures
Work with the needs of different buyer types within a company
Quantify the costs that may be incurred by the buyer subsequent to purchase
Identify opportunities to add value to the sale
Apply questioning skills to determine buyer attitudes, situations and priorities
Identify problem areas and potential solutions
Create personal Feature, Advantage, Benefit statements
Develop an advantage over their competition
Assess personal sales performance after the call
Understand the Telephone Selling Process
Recognize the factors that affect buyer behavior
Establish rapport and build chemistry
Handle objections and close the sale



Appointment Setting
The Program Objective –

To demonstrate proven appointment setting techniques that help sales team members generate lots of high quality appointments on a consistent basis.

The Challenges –

It is possible you’ve come across these expressions and experiences in your day at appointment setting -

ü You know you have a great product or service and that your prospective clients will love what you do. You just can’t seem to speak to enough people.
ü You may be lacking in confidence to promote your products and services. Or you just need to feel more confident than you already are.
ü You might not have had any training on how to sell.
ü You may not be too comfortable being labeled a ‘salesperson’.
ü You are apprehensive about promoting yourself because you do not want to be seen as a ‘pushy salesperson’.
ü You wouldn’t dream of ‘cold calling’ as that is a waste of time and perhaps makes the nervous butterflies in your stomach come to life.
ü When you do speak to people about your products or services you are convinced you can help them but they just seem to ‘stall’ and put off dealing with you.
ü You are tired of hearing “I’m too busy, I have no budget, It’s too expensive” etc …

The Course Objective –

Increase quality and personal productivity
Generate more appointments with decision-makers
Quickly develop deep levels of rapport and trust with prospects
Use answering machines to generate appointments
Leave powerful messages that motivate the prospect to call you
Overcome objections and move prospects towards a meeting
Easily deal with rejection and remain focused on the next call
Quickly uncover buying and motivation strategies - 'hot buttons'



Telesales Team Coaching
The Program Objective –

To provide sales team members with a results focused approach to generating more profitable sales, sharing best practices, 'model' top performers and maintain a positive mental attitude.

It is about team work and how to generate winning practices and telesales models that work in your organization’s interest. How top performers make bottom liners grow and achieve sales quotas and targets beyond their present level of performance.

It is about healthy competition, it is about healthy group dynamics, it is about healthy practices, it is about healthy approaches a group takes together as a team to outdo and outperform their levels consistently for optimum results and levels of performance.

The Challenges –

It is possible you’ve come across these expressions and experiences in your day at in a sales team setting and environment -

ü Where support to professional groups and or teams in the sales force of the company is missing that enables you to perform and work as a team.
ü Where the absence of best practices and models further disable your drive to develop as a sales team contributing member.
ü Where continuous striving for better standards and levels in sales performance is the key individually without a collective drive.
ü Where team performance is what holds the key to greater sale numbers and you have challenges in participating in such systems.

The Course Objective –

Create a 'model' of best practice to generate more profitable sales
Enhance teamwork and mutual support to drive up sales performance
Effectively deal with rejection and disappointment
Agree a framework for placing the prospect in a 'buying' state of mind
Use hypnotic language to connect at the deepest level with your prospects
Accelerate the decision-making process and generate contracts
Manage individual performance and its impact on team sales results
Create a sales performance culture and improve quality of sale
Create a healthy, competitive environment within the sales team



Customer Service Excellence
The Program Objective –

To equip your customer service team with the skills, approaches and a mind-set to deliver genuine excellence in customer service. Customer service is the key area that differentiates between quality and drag.

Customer service is that intangible area that we must have as a function but often times neglect as a part of our core delivery mix. We employ techniques and tools to help your representatives understand the importance and their importance in executing this function and how they could do it best.

The Challenges –

It is possible you’ve come across these expressions and experiences in your day at in a sales team setting and environment -

ü You find it a challenge in driving professionals and organizations in the business of attending to customer queries and grievances. Also driving professional and organizational delivering their objectives through communication channels which require customer service.

ü You find it a challenge responding to queries and grievances and keeping customers satisfied and giving them a pleasant experience for doing business with your company and or subscribing to your products and services.

ü You find it a challenge to address customers who are key points to your referral and add on businesses. Where you’d like to keep it coming.

The Course Objective –

Assess their current customer service skills and identify improvements
View their current performance from a customers perspective
Appreciate how customer service impacts profitability and job security
Maximize personal impact and communicate on many different levels
Lead conversations effectively and seamlessly to positive outcomes
Develop rapport with customers at the deepest level
Use subtle questions to place the customer in a positive emotional state
Use excellent customer service as a sales-generation tool
Ethically influence customers to recommend your company to others
Maintain a balance between quality and productivity



Call Center Service Excellence
The Program Objective –

This course helps your employees understand the difference between a job and a responsibility. The mantle of public relations really lies with the frontline and how they deliver on branding your company as a customer centric and focused organization is really the key area of future business prospects.

Whether it is inbound sales or outbound sales or inbound customer service or outbound customer service we know how to lay the blue prints out for you to help you make the most effective service decision and practice the most effective styles to help your business stay desired and customer focused.

The Challenges –

It is possible you’ve come across these expressions and experiences in your day at in a sales team setting and environment -

ü For Professionals and organizations who are in a call center environment, domestic or international. Where you need to make an impact through your service delivery this is the area you want to train on to yield better results.

ü Where you need to espouse your customer centric values and practices, where you want to let them know that you care and that it should be understood without a doubt is what you’ve been endeavoring so far. Make it a system of delivery practices and values that easily come out and are realized by your customers.

ü Functional and behavioral drives toward achieving objectives in a call centre environment.

The Course Objective –

Direct successful conversations with callers
Develop deep levels of rapport quickly and easily
Apply unique solution-focused thinking techniques
Support themselves and colleagues more productively
Reduce call duration times whilst enhancing service quality
Enhance personal productivity and commitment
Implement a supportive coaching environment
Develop an awareness of personal 'blind spots'
Maximize personal impact with callers and colleagues
Understand how behaviors drive communication and commitment




Orientation in Telesales
The Program Objective –

Learn to hold valuable and engaging conversations with key decision makers –

Our Orientation in Telesales Skills program will deal with participants specific needs. The interactive format helps enable specific selling skills to telephone selling. The workshop addresses telesales in areas such as incoming calls, outgoing calls, order taking, prospecting, selling, customer service, collection, and telephone etiquette.

Telesales Skills teaches the telephone sales process and how it is affected by each customer’s particular situation. The skills taught and learned will boost your company’s sales and profitability.

The Challenges –

It is possible you’ve come across these expressions and experiences in your day at in a sales team setting and environment -

ü Employees are new hires on the job and which requires your organization to sell more over the phone and maximize call conversions.
ü Challenges in driving new hires and fresh employees to enforce telesales skills and build upon their capabilities and skills and in the absence of tools and techniques achieving quotas becomes pressing.
ü Challenges in assessing employee skills and profiling action plans to enable predictable results and development areas to help focus on strengths and reduce weaknesses in the telesales team and groups.

The Course Objective –

Highly motivational telesales skills training for people who telesell or set appointments
Tailored to your personality; we don’t turn you into a telesales robots
Increase your closing ratio as soon as you return to your workstation
Lots of personal coaching to work on your unique strengths and weaknesses
Learn a proven method for achieving a higher level of voicemail call-backs
Gain the credibility you need in the first moments of the conversation
Leave the workshop with a template full of the types of questions specific to your prospects, clients and industry



Cold Calling with Impact
The Program Objective –

The impact training course is more about closing and how to lead a prospect to that area is crucial because it isn’t done till the deal is sealed and closed. Statistically we lose about 80% of prospective sales due to poor closing. We’ve managed to bring them to the spot where we want to but we can’t lead them beyond that.

Cold calling with impact is when you nail it. This is the time of the call when you want him to say yes and he says it. This is the time when you have converted a non prospect into a sale deal. The impact moment is really the crucial time when you’ve reached that area where you now want him to say that we wants (not need) your product.

The Challenges –

It is possible you’ve come across these expressions and experiences in your day at in a sales team setting and environment -

ü The challenge is exploring and discovering how different closure and sales techniques help you make your sales life easier and something that you would like going back to day after day after day.
ü The fear of rejection, the fear of not closing, the fear of the prospect banging down the phone, and many fears that keep coming up when you make a sale.
ü The challenge in adopting a new approach and that’s what we are here for to train you on these contemporary styles.

The Course Objective –

Achieve more impact from each call with our unique questionnaire system
Tailored to your personality; we don’t turn you into a telesales robot
Learn how to leverage human curiosity and achieve more callbacks from voicemails
Lots of personal coaching to work on your unique strengths and weaknesses
Increase your impact and earn the recognition you deserve
Increase your closing ratio as soon as you return to your workstation
Gain the credibility you need in the first moments of the conversation
Leave the workshop with a template full of the types of questions specific to your prospects, clients and industry



Cold Calling Hot Spots
The Program Objective –

In Cold calling the fear is what we get out of the system and that we help you yield results call after call. We shoe you how you can delight in the job of cold calling. How cold calling makes you want to make that next call just as soon as you leave the last one. We show you the perspectives that you haven’t explored or discovered that enable this function to be interesting, yielding, exciting and fun.

Cold calling requires certain skills that almost ensure you the desired results proportionate to your effort and predictable results for organizations to plan sales forecasts more accurately.

The Challenges –

It is possible you’ve come across these expressions and experiences in your day at in a sales team setting and environment -

ü Where Telesales teams who need to get instant results and a tremendous boost from a less than enthralling cold calling year. You could call this a boiler zone where your focus is just the hotspot and you and your team mates focus on just one thing; a sale.

ü Identifying or exploring the hot spots where those really low hanging fruits that are ready and are waiting to be plucked. Stretch and you can hold them in your hands.

ü How to identify and practice the hot spot is the key area to cold calling and developing on this method for results.

The Course Objective –

A HOTSPOT is a designated time of each week (e.g. Wednesday morning) where all of your telesales team engages in intense cold calling - overseen by our specialist trainer
We develop and manage your HOTSPOT program, offering on-the-job training, coaching and support to the team as they go
This is pure selling - an electrifying 3-4 hour weekly cold calling session where huge numbers of results are generated - be they appointments, sales or invitations to events.
Measures, motivates and gets great results from cold calling activities.



Holistic Telesales Skills
The Program Objective –

Learn how to sell on the phone with a high degree of success –

This is a combination of cold calling skills which includes the Cold Calling Impact, Cold Calling Hotspot, Telephone Etiquettes and General Telesales Techniques to give you an edge and boost while making those calls for those predictable results you want to see on a daily basis.

Ideal for professionals and organizations who want to develop a holistic approach to telesales and increase their top lines rather than working with the bottom line. It gives you the opportunity to work with the top liners so that you can extract results and work sales forecasts and revenues assumptions better than before.

The Challenges –

It is possible you’ve come across these expressions and experiences in your day at in a sales team setting and environment -

ü You need to increase your sales, appointments and promotion on the phone; this is the workshop for you. This gives you a comprehensive understanding of all the skills required to make that impacting and sale sealing call.

ü Your focus will be on relationship sales and its short term and long term positives for your revenue stream. Make it an appointment to be at one of these events and you will go back home happier.

The Course Objective –

Lose your fear of picking up the phone and making cold calls
Learn how to get through to decision-makers, with the right questions, and the right messages
Generate an extra major sale a week every week every month
Learn the secrets of getting through gatekeepers
Learn professional closing techniques
Gain a unique understanding of prospects issues with the use of our Questionnaire System
Learn how to use highly persuasive language
Discover direct and indirect client interaction techniques
Includes scenario based role-play to ensure that the training is ingrained by the time you leave



Interested In This In-House Corporate Training –

Our in-house corporate one-day course (anywhere in Delhi NCR) costs from just Rs. 15,000.00 + Service Tax and expenses for up to 10 delegates. For additional delegates the charges are Rs. 900.00 + Service Tax and up to a maximum strength of 20 delegates per training session.
Call us on + (0) 99537 84981 or email us at corporate@icspsindia.com to check availability and to discuss things further. And please remember, our in-house corporate courses can be customized to your specific requirements.

For Corporate Programs:
Mail your Requests to Michelle Jennings at –
corporate@icspsindia.com

For General Inquiries:
Mail your Requests to Josephine Elroy at –
info@icspsindia.com

Client Speak –

“Super trainings by Institute for Communication Skills and Public Speaking, a house full of art and skills and recommended for organizations in the telesales space”.
Vinit K Verma – Pflegen India

“I had great results out of my small telesales team that began performing at 20 – 25% better immediately after the training and continue to do so”
Shikha Goyal – Entrepreneur

“Institute for Communication Skills and Public Speaking trainings are a recommended take for organizations and is a great training mix in your employee performance enhancement programme”
Suvarna Saikia – The People Group

“We’ve seen some great changes after incorporating Institute for Communication Skills and Public Speaking trainings and it works”
Rohan Sharma – Resource Connects

“The trainers and content and methods applied were easy and recallable and that’s the great stuff you guys deliver”
Shweta Tiwari - Neolitech