Course : Remote customer advisor: developing your sales skills
Practical course - 2d
- 14h00 - Ref. DCT
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 | Understanding the challenges of commercial communication on the telephone |
| Articulating the advisory and sales postures |
| Argue simply and strategically |
| Respond to objections and conclude calmly |
Intended audience
Any teleconsultant dealing with prospects and customers.
Prerequisites
No special knowledge required.
Practical details
Hands-on work
Role-playing, telephone simulations, exchange of best practices.
Teaching methods
Active, participative teaching methods. Alternating theory/practice with application to the context and experience of participants.
Course schedule
1 Better communication
- Sender/receiver: being responsible for the quality of communication and feedback.
- Understand the specificities of the telephone from the point of view of commercial relations.
- Understand the challenges of commercial communication.
- Use tools: active listening, rephrasing, questioning, positive, present and future language.
Exercise
Acting games on voice, listening, different types of questions, positive speaking. Group debriefing.
2 Demystifying the commercial act
- How to combine advice and mindset "sales".
- Make a checklist of your strengths and talents as a "negotiator".
- Discover the playful side of the prospect/customer relationship.
- Find new sources of motivation.
Exercise
Transforming consulting language into sales language.
3 A successful business relationship
- Impressive welcome.
- Listen, ask questions and rephrase.
- "Slide" from consulting to marketing.
- Argue simply and strategically.
- Positive conclusion: agreement and setting of terms.
- Taking leave.
Role-playing
Listening, questioning, arguing, concluding telephone interviews. Group debriefing.
4 Handling objections
- Welcome objections as a positive sign.
- Methods for dealing with objections.
- Develop your ability to bounce back.
- Telephone exercises. Group debriefing.
5 Argumentation
- Highlighting features, advantages and benefits for the customer: the CAB method.
- Find the tone "of evidence" of unfolding arguments.
Exercise
Develop effective arguments during simulated recorded interviews.
6 Evaluating your business activity
- Have your own indicators to improve your sales actions.
Group discussion
Sub-group brainstorming on evaluation indicators.
Publication date : 03/26/2024
PARTICIPANTS
Any teleconsultant dealing with prospects and customers.
PREREQUISITES
No special knowledge required.
TRAINER QUALIFICATIONS
The experts leading the training are specialists in the covered subjects. They have been approved by our instructional teams for both their professional knowledge and their teaching ability, for each course they teach. They have at least five to ten years of experience in their field and hold (or have held) decision-making positions in companies.
ASSESSMENT TERMS
The trainer evaluates each participant’s academic progress throughout the training using multiple choice, scenarios, hands-on work and more.
Participants also complete a placement test before and after the course to measure the skills they’ve developed.
TERMS AND DEADLINES
Registration must be completed 24 hours before the start of the training.
ACCESSIBILITY FOR PEOPLE WITH DISABILITIES
Do you need special accessibility accommodations? Contact Mrs. Fosse, Disability Manager, at psh-accueil@orsys.fr to review your request and its feasibility.
Any teleconsultant dealing with prospects and customers.
PREREQUISITES
No special knowledge required.
TRAINER QUALIFICATIONS
The experts leading the training are specialists in the covered subjects. They have been approved by our instructional teams for both their professional knowledge and their teaching ability, for each course they teach. They have at least five to ten years of experience in their field and hold (or have held) decision-making positions in companies.
ASSESSMENT TERMS
The trainer evaluates each participant’s academic progress throughout the training using multiple choice, scenarios, hands-on work and more.
Participants also complete a placement test before and after the course to measure the skills they’ve developed.
TEACHING AIDS AND TECHNICAL RESOURCES
• The main teaching aids and instructional methods used in the training are audiovisual aids, documentation and course material, hands-on application exercises and corrected exercises for practical training courses, case studies and coverage of real cases for training seminars.
• At the end of each course or seminar, ORSYS provides participants with a course evaluation questionnaire that is analysed by our instructional teams.
• A check-in sheet for each half-day of attendance is provided at the end of the training, along with a course completion certificate if the trainee attended the entire session.
• The main teaching aids and instructional methods used in the training are audiovisual aids, documentation and course material, hands-on application exercises and corrected exercises for practical training courses, case studies and coverage of real cases for training seminars.
• At the end of each course or seminar, ORSYS provides participants with a course evaluation questionnaire that is analysed by our instructional teams.
• A check-in sheet for each half-day of attendance is provided at the end of the training, along with a course completion certificate if the trainee attended the entire session.
TERMS AND DEADLINES
Registration must be completed 24 hours before the start of the training.
ACCESSIBILITY FOR PEOPLE WITH DISABILITIES
Do you need special accessibility accommodations? Contact Mrs. Fosse, Disability Manager, at psh-accueil@orsys.fr to review your request and its feasibility.