Telemarketing and Telesales
- Date : 22 - 23 July 2022
- Duration : Morning(9:30 AM-12:30 PM)
- No. of Classes/ Sessions : 2 Sessions
- Class Schedule : Friday & Saturday
- Total Hours : 6
- Last Date of Registration : 20 July, 2022 ( within 5pm )
- Venue : Online Virtual
Introduction
These days almost every business uses telemarketing and telesales in order to improve their business performances. As for rapid advancement in Technology, communication through telephone has become easier and cheaper. Inbound and outbound Call Centers can perform Telemarketing and Telesales effectively in any business (whether it is business-to-business or business-to-consumer). The best in class companies are using Telemarketing and Telesales practices to improve their lead generation, promote their sales initiative which eventually reduces cost and accelerate overall revenue growth.
Telemarketing and Telesales is not only making call to customer/prospects following a list, it requires a very specific skills set. It also needs to develop a thorough process (planning, execution, and follow up) to be effective. To set-up telesales or telemarketing, company should have skilled employees with proper knowledge to run operation fruitfully. And proper customer insight management system should be in place to have productive telesales and telemarketing functions.
Building strong bonds with prospective clients is a critical aspect of every marketing strategy. Telemarketing and Telesales representative must be an excellent communicator, need to hold high level of people management skills and extreme level of ego resilience. They must know the art of presenting products or services over the phone. Once the sale is completed, customer service`s role becomes important to maintain sustainable relationship with customers.
Course Objective:
This training focuses on comprehensive skills and knowledge necessary to manage Telemarketing and Telesales functions. Course content covers tactical management from the most fundamental tasks of scripting, data plotting to customer relationship management
Training outcome:
After successful completion of the training the participants will be able to:
# Implement and manage Telemarketing and Tele sales system/teams.
# Ensure more productive communication with prospects/customers.
# Identify strategies for effective Tele sales and Telemarketing management.
# Increase revenue generation while maintaining customer relationship
Methodology
Interactive Lecture, Video clips, Role Play, Practical exercise, Question and Answer Session.Contents of Training:
Lesson 1: Setting objective and Process / Planning for Success# Type of Customers & handling process. (Customer personality & sales perspective).
# Understanding Customer benefits and why Customers buy.
# Types of Outbound Call, Cross sale, Up sale.
# Steps to successful Telemarketing Call.
# Call handling template (scripting).
# Tools and technique.
Lesson 2 : Building Profitable Relationships
# Pre-call planning.
# Creating first impression in sales Call.
# How to influence People.
# Friendly rapport building technique.
# Ways to gain prospect`s attention.
Lesson 3: Effective Communication Skills
# The Art and Science of Asking Questions
# How to improve listening skill.
# Effective Writing Leads to Effective Support
# Appropriate use of tone and language in communications
# Effective follow-up technique
# Proper handling of client objections .Skills and techniques on how to handle angry customers.
Lesson 4: Serving the customer after sales
# key stages of after-sales support.
# Ways to delight customers after the sale.
Lesson :5 Data management ( CRM)
# Identifying and using a good list .
# Maintaining DNC(do not call) list.
# Recording information for the future and the use of CRM.
# Measurement and KPI`s.
Related Courses
This program will help the participants to understand the ...
Marketing/ Sales
Resource Person
Israt Jahan
Customer Service Specialist
Ms. Israt Jahan has senior leadership team experience in different industries (Telecom, BPO, Bank, e-commerce) from working in different CX roles at companies including Robi ( head, Workforce management, Service quality) Genex (GM, operation and strategy), EBL (head of Contact Centre) and Shohoz, (head of Customer Service). Her diversified knowledge in service industry gives her confidence to mentoring CX leaders.
Being an ISO certified lead auditor, she successfully managed customer service Audit team for a long period of time. She developed and executed SOPs, SLAs to maintain customer service standard. She was involved in various researches as a part of Customer insight management to achieve profound insight in developing strategies that lead to operational excellence, customer loyalty and new customer acquisition.
As an operation & strategy head, she managed customer service through various contact channels (Inbound, Outbound, e-mail, SMS, web chat & social media) effectively.
She is an expert in Customer Experience Management and BPO project management. She has keen knowledge in all aspects of customer service such as Resource management, Service quality, Performance management, Complain management, Call center architecture, Process & Compliance, Cross functional project management, Recruitment process, lead generation, Training etc.
She did project management course ( IGS, Brac University) & awarded Certificate of appreciation as outstanding performer for EPMO strategic Projects ( Robi Contact center outsourcing project) in 2012 ,also for EPMO Projects in Robi in 2011 for executing dedicated GPRS routing skill. She did a good number of cross functional projects successfully in Robi & EBL.
She received her MSS & BSS Degree from Dhaka University in Sociology. And holds a post graduation diploma in HRM from BIMS. She has conducted training programs for the new recruits & existing staffs of Contact center in Robi, EBL and Shohoz.
Ms. Israt has attended different training programs on Customer service operation, Quality management & Leadership development conducted by local & international experts. She is passionate in developing future leaders in customer service industry.
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