Internationally renowned consultant and speaker, Skip Normand, teaches course participants the process for effectively managing the six phases of the call cycle from welcoming the caller and efficiently handling the caller's request, to upselling, cross-selling and turning "shoppers" into customers. This video combines real-world situations with humor to enhance the learning curve.
Key Points:
T - Thank the caller
- Greeting Content
- Attitude
- Volume
- Pace
- Enunciation
H - Hear the caller out
- Don't Interrupt
- Listen Effectively
- Listen Actively
- Don't Assume
- Remain Unbiased
A - Assess the situation
- Apologize/Empathize (if a problem)
- Confirm and Ask
- Be Non-threatening
- Take Control
N - Needs Fulfillment
- Match Solution to Needs
- Upsell/Cross-Sell (if appropriate)
- Include Action Plan
- Gain Agreement
K - Keep the responsibility
- Follow Through
- Follow-Up
- Reassign Responsibility
S - Sell something extra
- Upsell
- Cross-Sell
- Sell Yourself
