Call centers often yield a return on investment of 20% or better. They have such an impact on the bottom line that leadership often considers them to be profit centers with their own income and growth targets for the top line. Call centers, when they are effective, have enabled organizations to expand their reach beyond traditional marketing tools such as advertising, promotions, and personal sales.
Inbound Sales Excellence™(ISE) is a compelling customer service program that dramatically improves how call center agents create value for their organizations. It helps participants clearly communicate their competence and establish credibility with customers, who in turn will be more likely to respond to questions, accept the agent’s recommendations, and remain loyal over the long term.
ISE provides your agents with the skills to guide the incoming call, discover the caller’s needs, relate those needs to a solution and finalize the sale.
Know what makes a good call experience and how to build customer loyalty.
Be able to quickly communicate confidence and establish credibility so your customers will stay on the phone and respond more comfortably to questions.
Be able to use a four-part strategy that has customers willing to share information that helps you add value and create customer loyalty.
Be able to make compelling recommendations, effectively respond to customer objections, and close the transaction.
Be able to close the call or sale in a way that leaves your customers with strong, positive feelings about doing business with your company.
Inbound Sales Excellence™ is a 16 hour program that can be delivered face-to-face or blended in a two-day workshop or a series of modules over time by an SEG facilitator or by an organization’s own leader-trained in-house professional.
ISE can be tailored to your selling situations with customized role-plays.
