About this Course

Persuation skills over the phone is important to improve 'hit rate' when you want to seek information, explore opportunities, develop contacts and deal with difficult situations.

The art of persuasion, of influencing the people is a vital skill during business calls. Without it, you’ll simply be ineffective.

First impressions can have a lasting impact whether they are made face to face or on the telephone. On the telephone they are particularly important because as far as the caller is concerned the voice on the telephone is the organisation.

This course provides the opportunity to consider what makes effective communication, how to establish rapport on the telephone.

Course Outline

Part 1: Knowing Your Caller

• Understanding the profile of your caller and identifying their needs and interests in relation to your needs and interests
  

Part 2: Telephone Etiquette

• Guidelines on professional use of the telephone to cover answering, greeting, putting on hold/transferring, leaving a voicemail, etc
  
• Practicing voice techniques to develop an effective ‘phone voice’
  

Part 3: Making the Call

• Reviewing useful phrases to successfully engage callers including relationship-building phrases
  
• Applying successful questioning and listening techniques
  
• Practicing persuasion skills through role-playing typical scenarios to engage the caller
  
• Detailed feedback on role-plays 
  

Part 4: Handling Challenging Calls

• Applying specific techniques for speaking to difficult callers (angry, challenging, rambling) through role-playing and reviewing useful phrases
  
• Detailed feedback on role-plays
  

Workshop Format

Upon completion of this workshop, participants will:

• Understand the concept of telephone etiquette and the proper practices for various workplace situations
  
• Work towards maximizing individual success rates in exercising influence in calls
  
• Be able to handle difficult calls more effectively
  

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