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Sales Skills Essentials

Course Description

This course is designed to help contact center agents develop sales skills, and understand the role they can play in generating revenue for the organization.


Course Outline

Module 1: Developing a Selling Attitude

  • Understanding customer relationships
  • Belief in product, prices, and sales program
  • Effective delivery
  • How sales tactics have changed over time
  • The characteristics of successful salespersons
  • The role of sincerity in building trust
  • The 4 keys for maintaining a positive sales attitude.


Module 2: Building Product Knowledge for Sales

  • The importance of product knowledge
  • Building and maintaining product knowledge
  • Communicating product information effectively
  • The role that emotion plays during the buying process
  • The difference between features and benefits
  • Communicating value and connecting wants and needs to products


Module 3: Presenting for Sales

  • The importance of an effective delivery
  • Guidelines for effective and professional sales presentations
  • Asking effective questions
  • Handling curveballs and stagnant conversations


Module 4: Understanding People and Buying

  • The 7 reasons that people buy
  • The psychology behind buyer behavior


Module 5: Selling, Step-by-Step

  • The six steps of the sales model:
  • Build Rapport
  • Qualify
  • Offer a Solution
  • Overcome Objections
  • Offer Other Solutions
  • Close Positively


What You Will Learn
  • Techniques for avoiding escalations
  • Understanding and managing stress
  • Controlling the call
  • Choosing your words
  • Managing difficult customers

Pricing

Duration:

2.5 hours

Pricing:

# of Students Price Per Student
1-4 $199
5-15 $169.15
16-29 $139.30
30-59 $119.40
60+ Custom Pricing

 

To purchase a course for 5+ students, please complete the form below:



If you have questions about which course is right for you, an ICMI Account Manager is available to help. Complete the Request Information form to speak with your Account Manager.

Online Training

Online, On demand training.
Access the course for 6 months.

For purchases of 5+ students, see Pricing section

$199