Management Training for Scotland

Practical Telephone Skills

In today's world the phone is an essential tool. You can buy, sell, research new markets, provide quality customer service and make lasting impressions using the telephone.

This course will help you use the phone effectively. It will help you to prepare for phone calls both physically and mentally by keeping your objectives clear, helping you to relax and empathise with your caller. This course will also give you hints/tips on those important first words in a phone call.

Course Objectives

On completion of the training, participants will be able to:

• Understand the nature of telephone communication
• Explain the importance of a professional approach
• Use skills and techniques for dealing with a variety of calls
• Communicate clearly using the telephone
• Identify areas for improvement in their own working environment

Course Content

Planning and preparation

• The importance of telephone skills
• Impression management and positive personal attitudes
• Pre call planning and preparation

Call management and control

• Questioning and listening skills
• Recording information
• Handling difficult calls
• Incoming and outgoing calls

The telephone as a sales tool

• Effective openings
• Establishing rapport and investigating needs
• Handling reservations
• Obtaining commitment
• Closing the call

Course Duration

Recommended 1 day course for up to 12 delegates

Tailored

This course can be delivered:

• to meet individual company requirements
• within company premises
• specifically to a group or team of staff
• one to one for senior executives

For training on Practical Telephone Skills contact Magellan management Training today.

Training courses on Communication skills include:

• Practical Telephone Skills
• Writing professional reports
• Effective business presentations
• Running effective meetings