MetsiSivo Telesales Training - Sales & Techniques

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To be a successful telesales agent, one has to have excellent communication skills.

The telesales agent must be able to start and keep the conversation going with motivation.

MetsiSivo Telesales Training - Sales & Techniques provides skills for candidates to be more efficient and productive when selling over the phone.

MetiSivo Telesales Training Courses aim is to teach the knowledge, skills and competencies required to increase customer satisfaction within a call centre. The aim is to enhance customer service skills and ultimately boost sales. 

• Master voice control including tone, cadence and pitch
• Skills to enhance speech and communication, key listening skills and the ability to question
• Negotiation skills
• The importance of creating and delivering meaningful messages
• The nuances of body language and verbal skills
• The importance of building personal relationships
• Personalised techniques for managing stress

• Employing effective telephone etiquette
• Processing and answering incoming calls according to company standards
• Screening will include: ascertaining the reasons for the call, appropriate idenfication and if a call needs to be redirected
• Organisational standards will include: Tonality, volume, pronunciation, annunciation, vocabulary, timeous response, choice of greeting and clarity
• Standard operating procedures will include: Site specific operating instructions, orders, guidelines, policies, procedures and systems
• Efficiency will include: promptness, courtesy and effective problem solving
• Develop daily behaviours to continuously improve
• Understanding the call agent role
• Comprehend the full use of the telephone equipment
• Understand how to operate the telephone and supporting equipment
• How to deal effectively and politely with incoming calls
• Be aware of the need to acknowledge the callers need state and keep them informed at all stages
• Ask key questions to find out the aim of the call and the need if necessary to transfer to the correct department or person
• Computer system capturing and customer query logging
• Quickly solve customer queries
• The importance of ATTITUDE – why should I be nice/civil to anybody
• Prepare all necessary documentation and equipment prior to making an outgoing call
• Inviting customers into the business with your superior TELEPHONE SKILLS
• Developing an understanding of customer requirements by LISTENING
• Taking PRIDE and displaying courtesy and civility to others
• Use questions to identify specific needs of customers
• Explore the attitudes and values necessary for high customer care
• Understanding how to deal with private information

• Course Duration - 5 days
• Cost - R1 800.00
• Registration - R500.00

Candidates will increase sales and telemarketing, improve their closing ratio over the phone, learn essential basic telephonic skills and will be able to handle objections over the phone. 

Candidates will be taught effective telesales techniques.