- Call Control
- Approach Strategy
- Conversation Management
- Objections
- Unauthorized and/or Underage Persons
- Closing the Sale
- Ask for the Sale
- Call Backs
- Closing
- Commitment
- Decision Process
- Ethics and Integrity
- Do Not Call Requests
- Negative Company/Product Publicity
- Problem Resolution
- Situational Awareness
- Winbacks
- Need Identification
- Listening Skills
- Opportunity Recognition
- Question Management
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- Product Presentation
- Establishing Need
- Features and Benefits
- Qualifying and Upselling
- Professionalism
- Courtesy
- Humor
- Irate Customers
- Returned Calls
- Move the Conversation Forward
- Reselling
- Turning Questions into Closing Opportunities
- Time Management
- Call Greeting/Proper Salutation
- Follow-up Calls
- Pre-Work
- Reaching the Decision Maker/Contact Person
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