Impact Learning Systems

Get to the HEART of Customer Service

Course Content — Getting to the Heart of Telephone Sales

Get­ting to the Heart of Tele­phone Sales ™

Get­ting to the Heart of Tele­phone Sales™ teaches your inside and field sales reps all the skills they need to prospect, sell, and man­age accounts by phone. They’ll leave the class feel­ing upbeat, moti­vated, and ready to increase sales!

This course is pre­sented either via blended learn­ing (which include on-line mod­ules and follow-up class­room ses­sions), or in the classroom.

Course con­tent:

"This pro­gram is excel­lent and reminds you that the sale is about the cus­tomer." Stephanie Fran­cis, Engage­ment Spe­cial­ist, Team Leader, Blue Cross and Blue Shield of Rhode Island

Module1: Becom­ing a Service-Oriented Salesperson

  • Bring­ing value to customers
  • Incor­po­rat­ing prin­ci­ples and val­ues into the sales process
  • Devel­op­ing the char­ac­ter and atti­tude for sales success

Mod­ule 2: Plan­ning the Call

  • Match­ing fea­tures and ben­e­fits to cus­tomer needs
  • Devel­op­ing a call objective

Mod­ule 3: Open­ing the Call

  • Open­ing the out­bound call
  • Open­ing the inbound call
  • Deal­ing with resis­tance dur­ing opening

Mod­ule 4: Find­ing and Qual­i­fy­ing the Deci­sion Maker

  • Deal­ing with gatekeepers
  • Qual­i­fy­ing customers
  • Using voice­mail to your advantage

"The pro­gram con­denses a lot of infor­ma­tion and presents it in a way that’s under­stand­able. Role plays instill self-confidence, and the focus on ben­e­fits to both employ­ees and cus­tomers makes it a win/win." Isabel Adams, Cus­tomer Care Man­ager, NTELOS

Mod­ule 5: Under­stand­ing Cus­tomer Needs

  • Using a ques­tion­ing strategy
  • Learn­ing to actively listen
  • Con­firm­ing your understanding

Mod­ule 6: Pre­sent­ing Your Prod­uct and Clos­ing the Call

  • Con­nect­ing your prod­uct to cus­tomer needs
  • Secur­ing com­mit­ment to your call objective
  • Clos­ing the suc­cess­ful call

Mod­ule 7: What to Do When They Say No

  • Over­com­ing objections
  • Clos­ing the call when there’s no commitment

An Innovative Learning Model: The Impact Learning Model

An Inno­v­a­tive Learn­ing Model

Recent stud­ies show that effec­tive learn­ing depends over­whelm­ingly on the sup­port pro­vided before and after train­ing. Impact’s pro­grams incor­po­rate an inno­v­a­tive learn­ing sys­tem that turns the tra­di­tional train­ing model upside down and places the empha­sis on the entire learn­ing process.

Learn more about our inno­v­a­tive learn­ing model, the Impact Learn­ing System™

Cre­ate Sus­tain­able Behav­ior Change

Impact has all the tools you need to cre­ate sus­tain­able behav­ior change.

  • Get­ting to the Heart of Tele­phone Sales™ includes job aids, action plans, and four weeks of on-the-job activities—all at no addi­tional cost.
  • Our com­ple­men­tary coach­ing pro­gram Mak­ing It Hap­pen™ teaches front-line super­vi­sors and man­agers how to set goals at the team and indi­vid­ual level and how to coach toward those goals.
  • Cer­ti­fi­ca­tion and recog­ni­tion pro­grams reward suc­cess and pro­vide step­ping stones on the path to con­tin­u­ous improvement.

After com­plet­ing Get­ting to the Heart of Tele­phone Sales™, employ­ees will feel good about their accom­plish­ments, cus­tomers will rave about your excel­lent ser­vice, and you'll feel proud of your con­tri­bu­tion to the suc­cess of your company.

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