Who should attend?

This 2-day workshop is designed to give agents powerful sales skills, confidence and practice to effectively sell services and products while building credibility and long term relationships. It teaches techniques to effectively uncover customers’ need and to recognize opportunities to add-on, cross-sell and up-sell to more complete services that that which customers may call about. It also helps you reduce resistance and overcome the fear of closing. You will learn ways to sell solutions and to make recommendations and to add value for your customers.

Key Learning Points

  • Describe the facts and statistics about successful selling
  • Recognize customers’ buying behaviors
  • Practice the core skills of selling using the S.C.O.R.E. process
  • Listen for verbal clues to uncover needs
  • Develop responses that describe customers’ needs
  • Use questions to do needs-based data gathering
  • Offer benefits based on solutions to your customers’ needs
  • Uncover reasons for customer resistance
  • Overcome customer resistance
  • Re-phrase benefits and gain acceptance
  • Ask for the sale based on individual situations
  • Close successfully
  • Use the entire S.C.O.R.E. process to successfully complete a role-play

Workshop Environment

This workshop is interactive and involves team building exercises, group discussion, brainstorming, practice and the situational application of skills. Students are totally involved in the learning process. Students practice each skill as it is learned. Students must demonstrate skills and mastery through End of Module and End of Course Role-play sessions with feedback and coaching by Call Center Learning Solutions Master Trainer.


The Art and Science of Effective Selling

  • Define the Sales Cycle
  • Identify what customers want
  • Explain the importance of customer care to the sales process

Buying Styles

  • Apply knowledge of behavior styles to customer buying styles
  • Recognize what customers need in order to buy from you
  • Modify your behavior to effectively sell to your customer
  • Identify client’s style from verbal clues

Use S.C.O.R.E. process to manage your sales call

  • Use listening and response skills
  • Develop questions to uncover needs
  • Recognize buying signals
  • Sell solutions and benefits
  • Uncover and overcome resistance
  • Ask for and close the sale
  • Position for the future

Telephone skills basics- telephone voice and etiquitte

  • The power of using names
  • Proper hold techniques
  • Basics of call transfers
  • Use and manage your voice mail

Practice and Role-Play

  • Demonstrate skills and competency through full “typical call” role-play

Personal Development

  • Put together your personal development and commitment plan for ongoing success