OBJECTIVES

 

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.

RECIPIENTS

Contact Center operators

DURATION

4 hours

CONTENTS

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
Paraverbal 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

TECHNICAL REQUIREMENTS:

 

Acrobat Reader

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.

Browser

  • Internet Explorer 10
  • Internet Explorer 11
  • Mozilla Firefox
  • Google Chrome

JavaScript enabled

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

DEVELOPMENT TECHNOLOGY:

HTML5

CERTIFICATION / CERTIFICATE:

Certificate of use

PRODUCED BY:

PIAZZA COPERNICO

Content edited by:

PIAZZA COPERNICO

COURSE CODE:

0011_18