Agent Development Program

Course Outline

Module 1: Customer Management Basics

• Asking Effective Questions
• Active Listening
• Building Rapport with Customers
• Using Your Voice
• Expressing Empathy

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Module 2: Handling Difficult Customers

• Avoiding Escalations
• Managing Stress
• Controlling the Call
• Choosing Your Words
• Managing Difficult Customers

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Module 3: Sales Skills Essentials

• Developing a Selling Attitude
• Building Product Knowledge for Sales
• Presenting for Sales
• Understanding People and Buying
• Selling, Step-by-Step

Who Should Attend

• Agents

What You Will Learn

• Asking questions effectively to enhance the customer experience and advance the purpose of the call.
• Using listening skills to handle calls expertly.
• Building rapport with customers to ease customer interactions.
• Using your voice qualities most effectively on a call
• Guidelines for speaking clearly
• What empathy is, how to develop it, and how to use it effectively
• The most common reasons for escalations and how to avoid them
• Signs of customer stress and how to defuse that stress
• Common myths about stress and how to handle your own stress
• What call control is about and how to achieve it
• The impact of words and how to make good word choices
• The three types of difficult customers and tips for dealing with each
• Techniques that help with difficult customers
• The keys to establishing and maintaining a positive sales attitude
• The importance of product knowledge and tips for building your product knowledge
• Presentation techniques that help make the sale
• Why people buy and how to use that information in making the sale
• A step-by-step process for handling sales contacts

Pricing

Duration:

6.5 hours

Price Chart:

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

 

Bulk Pricing Form

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



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