Armed with a positive attitude and these practical skills, your people are guaranteed to have a healthy call rate without sacrificing your customer service care.
Lena works as a customer service agent in a busy entertainment booking call center. When she receives her quota sheet for the month, she is horrified to see that the company wants her to keep up her number of calls while increasing the number of sales on a value-added dinner package. From her point of view, she's already going as fast as she can.
To add to her frustration, the very next call is from a delightful old man named George who wants tickets to a musical for his 50th wedding anniversary. George is completely inexperienced with using their service. He also believes that everyone must have plenty of time on their hands to listen to his stories.
Our story follows Lena as she learns valuable techniques for maintaining ownership of the call while staying friendly, interested, and providing excellent customer service. She shaves precious minutes off her call times, increases her selling skills, and eventually wins a free dinner for making the most value-added sales.
Key Learning Points
- Give the caller full attention
- Keep control with back-on-track questions
- Listen for clues to cross-sell and up-sell
- Use product knowledge to offer choices
- Overcome objections
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Length: 14 minutes
Sales & Information
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