The object of Telemarketing course is to provide participants with the tools to develop skills and abilities necessary to play a fundamental role in determining the efficiency and effectiveness of the service, transferring to the participant the ability to enhance the use of a multiplicity of languages aimed at maximizing involvement in concrete situations and refine one's ability to “self empower” through behavioral analysis tools.
Contact Center operators
MODULE 1 - To get started
• Telemarketing and teleselling: what is it about?
• Before the call
MODULE 2 - Effective communication
• Introduction to communication
• TEST: What listener are you?
• Communication, listening, relationship
• Verbal communication
• The customer-oriented approach
MODULE 3 - On the phone
• The phases of the call
• The types of customers
• Make appointments
• Persuasion techniques
• Criticality and objections
• Customer service and complaints management
MODULE 4 - FINAL TEST
PDF documents are exported for version 5 but are compatible with later versions of Acrobat Reader released up to the update date of this file.
- Internet Explorer 10
- Internet Explorer 11
- Mozilla Firefox
- Google Chrome
Pop-up blocker disabled
Minimum video resolution
The courses are optimized for a 1024 × 768 display on PCs and tablets of at least 7 inches.
Speakers or headphones (in case of multimedia products)
DATA TRACKING METHOD: SCORM 1.2
Certificate of use
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