Telephone Acquisition course

Picking up the phone to make an acquisition call feels uncomfortable for many people. During this course you will discover how to turn that feeling around and hold conversations that are pleasant for both you and the customer.

Description

Telephone acquisition is a skill in its own right. You have a few seconds to capture attention, you cannot see the person you are speaking to and you have to assess very quickly who you are talking to. No wonder many people dread it. Even so, it is a skill you can learn, and even come to enjoy.

In this course you first look at your own style. What is already working well and where is there room to grow? You then get to work on the building blocks of a strong conversation: a clear proposition, a call script that gives you something to hold on to without sounding scripted, and techniques for turning objections into opportunities.

You practise a great deal in small groups with situations from your own working practice. That way you take away not only knowledge but also experience and confidence.

Topics

• Telephone etiquette: informing and advising
• Customer-friendly telephone skills
• Developing and using a call script
• Listening and asking the right questions
• Voice use and intonation
• Making appointments over the phone
• Dealing with complaints by telephone
• Dealing with difficult customers and verbal resistance
• Sales techniques
• Recognising buying motives
• Picking up on buying signals
• Commercial conversation skills
• Closing techniques

Result

After this course you will conduct telephone acquisition calls with more composure and confidence. You will know how to position your product clearly, how to build a call script that sounds natural and how to turn objections into arguments. You will recognise buying signals, steer the conversation with targeted questions and close at the right moment. The result: more appointments, better conversations and less apprehension when you pick up the phone.

Target audience

This course is intended for marketing staff, account managers, sales staff and anyone who approaches customers or prospects in their work. Whether you are just starting out with cold acquisition or have been making calls for some time and want to sharpen your conversations: the course connects with your own level and practice.

Teaching method

At Learnit we work in small groups, so there is plenty of room to practise. Before the course you have an intake interview in which we discuss your learning objectives and practical situations. We tailor the content on that basis.

During the course we alternate short blocks of theory with practical exercises. You make follow-up calls, you practise openings and objections and you receive immediate feedback from the trainer and the other participants. Learning by doing comes first: you go home with new skills that you can apply the very next day.

Prior knowledge

You do not need any prior knowledge for this course. It is helpful, however, if your work involves telephone contact with customers, so that you can bring in situations of your own.

In-company

Would you like to organise this training for a whole group or several groups? This can be cost-effective. For example, we can tailor the content entirely to your organisation, and training a whole group is also cheaper.

Are you looking at large numbers of participants or a complete academy? That involves a great deal. Consider planning and communication, for example, or identifying and agreeing the objectives and content of the training. Or differences in level, feedback mechanisms and safeguarding. Fortunately, Learnit has extensive experience in this field (more than 25 years) and we are happy to help you through this process.

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Language

The training is given in Dutch as standard. The trainer has a good command of English. English-language course material can be used. With a minimum enrolment of 3 participants, the training can also be given entirely in English.