Proposed skills training programme for TC probationary period

Skills training programme for agent probationary period
Course objectives	To empower new agents into the customer value management discipline of their type of operation. To strengthen communication skills so that agents have a greater impact
Course Schedule	**2 x 3 hour sessions per month over three months**

Call Centre agent menu

Context of training

These training sessions are modular and designed to fit together in groups within the two three-hour training sessions over a period of three months.

The subjects covered are appropriate to either sales operations or customer service. They mainly follow on from the induction training which covered the conversation cycle and reinforces previous learning. In addition, there are some modules which can be classed as optional.

To become established and satisfactory following the three months probationary period, an agent would need to have received accreditation on all modules that have been identified as necessary to deliver on the agent’s own operation.

In this document, the modules are split into sales and customer service and optional sections. However, in some cases it may be necessary to combine elements from each area in order to support the needs of the agent and the operation.

Training methodology

Within a call centre environment, there is an operational imperative which precludes agents from spending long periods of time away from the operation. Because of this, the preparatory work and accreditation elements of the courses are designed to be delivered by the agent while on his/her operation. The actual training time away from the operation would be no more than six hours per month.

Probationary training programme - Sales

Assertiveness

Objective

Delegates will understand three basic behaviour types: aggression, non-assertiveness and assertiveness.

In role-play situations, delegates will practise the principles of assertive behaviour so that they are better prepared to negotiate win: win situations with customers, peers and management.

Key learning points

An appreciation of direct and indirect aggression.

An understanding of why non-assertiveness offers no empowerment to a relationship.

The win:win approach.

Closing a sale

Objective

Delegates will understand the importance of using effective closing techniques in a sales call.

Delegates will be able to react positively to buying signals.

Delegates will be able to use and recognise different types of closes and will be able to demonstrate cases where a certain type of close can be used to best effect.

Key learning points

Why salespeople don’t ask for a sale.

Recognising buying signals.

Six methods of closing a sale.

Ending the sale with a benefit statement.

Sales through service

Objectives

Delegates will understand matching techniques.

Delegates will understand powerful customer service techniques.

Key learning points

People buy from people.

Enrolling the customer.

Telephone ‘self-service’.

Features and benefits

Objectives

This module is designed to show the difference between features and benefits, and how effective use of product and benefits can enhance our performance on the telephone.

At the end of this session, delegates will be able to identify a feature or benefit and will have developed skills necessary to help a prospect make a purchasing decision.

Key learning points

What constitutes a feature of a product or service.

What constitutes a benefit of a product or service.

Benefits sell.

Converting features into benefits.

Understanding the customer’s needs.

Handling complaints

Objectives

At the end of this session, delegates will understand how to handle complaints in a positive, effective manner and will be able to put this knowledge into practice in their dealings with customers.

Key learning points

The process for handling a complaint effectively.

Empowering the customer with the solution.

Using the conversation cycle for an effective win:win outcome.

Objection handling

Objectives

Delegates will understand the importance of adopting a positive attitude to objections.

Delegates will be able to recognise ‘real’ objections, buying signals and smoke screens. They will be familiar with the structure for countering objections within the scope of the conversation cycle, and through role-play, will demonstrate this skill.

Key learning points

Three types of ‘objection’.

Recognising buying signals.

Understanding the buyer’s imperative.

The process for overcoming objections.

Using the conversation cycle for a mutually beneficial outcome.

Why people buy

Objectives

To use a new understanding of the different motivating factors in a purchasing decision to build sales skills and persuasive techniques in order that agents can gain maximum value from their dialogue with client customers.

Key learning points

Maslow’s hierarchy of needs.

How to identify the likely motivator in a sales situation.

Probationary training programme — Customer service

Assertiveness

Objective

Delegates will understand three basic behaviour types: aggression, non-assertiveness and assertiveness.

In role-play situations, delegates will practise the principles of assertive behaviour so that they are better prepared to negotiate win: win situations with customers, peers and management.

Key learning points

An appreciation of direct and indirect aggression.

An understanding of why non-assertiveness offers no empowerment to a relationship.

The win:win approach.

Handling complaints

Objectives

At the end of this session, delegates will understand how to handle complaints in a positive, effective manner and will be able to put this knowledge into practice in their dealings with customers.

Key learning points

The process for handling a complaint effectively.

Empowering the customer with the solution.

Using the conversation cycle for an effective win:win outcome.

Telephone customer care

Objective

Delegates will have an understanding of good and bad telephone customer care.

Delegates will demonstrate through role-play a strong customer care stance and positive attitude.

Key learning points

Techniques an agent should use to demonstrate strong customer care.

Putting ‘your appeal’ into the call.

Dealing with different customer types.

Personal communication tools

Objective

Delegates will understand the importance of effective voice control and will be able to recognise styles of communication in others.

Delegates will be able to control intonation, delivery speed and choice of words and phrases.

Delegates will be able to identify negative words and phrases and reform them into a positive communication.

Key learning points

Importance of rapport.

Differences between visual, auditory and kinaesthetic speakers.

Matching the other person.

Ways to control the voice.

Positive communicating.

Creating a winning first impression

Objective

Delegates will understand the importance of first impressions when dealing with a customer on the telephone.

Delegates will demonstrate techniques designed to create a powerful first impression.

Key learning points

Importance of rapport.

Physical and mental preparation.

An introduction to emotional states.

Factors that influence our performance on the telephone.

Probationary training programme — options

Industry awareness

Objective

Delegates will have an understanding in the background to the business activities of Merchants.

Delegates will use this knowledge to develop a proactive approach to their role within their operation.

Key learning points

The growth of the industry.

The direction of the industry.

The direction of Merchants and Managed Services.

New opportunities.

New technology.

Market awareness

Objective

Delegates will have an understanding of the market in which the client organisation operates.

Delegates will understand client competitors and relative strengths and weaknesses.

Delegates will be able to identify USPs.

Key learning points

This modules is bespoke to the agent’s operation. It is designed to encourage the agent to take an interest in the client’s business activity and to proactively research client’s SWOT on an ongoing basis.

Selling up and selling on

Objective

Delegates will understand the concepts of selling up and selling on.

Delegates will be practised in the arts of selling up and selling on.

Delegates will be able to identify opportunities for selling up and selling on in their conversations with customers.

Key learning points

Definitions of selling up and selling on.

Do’s and don’ts.

Identifying opportunities for selling up and selling on.