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Today's call center supervisor wears many hats. Often, the hat of "sales
manager" is pushed to the back of the priority list due to a lack of time
or a lack of will.
Without proper coaching, telephone professionals won't always "offer"
and won't receive the critical feedback necessary to improve their selling skills.
Call Center Sales Management is the answer!
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Download a complete overview of Call
Center Sales Management
> Click Here <
This workshop eliminates those concerns by showing supervisors how best to
be great sales managers without having to spend additional hours on the call center
floor. Sales people receive the coaching they need and sales increase. If you
want increased sales and sales-focused supervisors, invite your supervisors to
this powerful workshop.
Each module includes instruction, discussions, examples, trainer demonstrations,
team activities and lots of role-playing to make sure your telephone professionals
can use their new skills immediately.
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The 3 Day Workshop Includes the Following Modules:
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Welcome and Introductions |
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The Changing Role of
the Call Center Supervisor:
This module introduces sales management and leadership skills necessary for success
in today's highly competitive, sales-driven call centers. Participants learn various
leadership techniques and employee assessment tools as well as ways to coach reps
differently and individually, based on each rep's preferred leadership style. |
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"How Do You Get
Them To...?"
This module introduces the five major sales management skills (Objective-Setting,
Quick-Training, Feedback, Handling Rep Resistance and General Coaching) that participants
utilize throughout the rest of the workshop. Participants learn how and when to
employ each skill, then role play each one extensively. |
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Major Coaching Role Play:
Participants create and execute role play scenarios resembling their real-world
challenges. The participants must demonstrate each of the five major sales management
skills at least once as well as in various combinations. Role plays are audio-taped. |
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Managing Priorities:
This is a favorite for most supervisors and sales managers. Participants identify
their top "time robbers" (those activities that keep them away from
the floor and their sales coaching). Then, through new process improvement strategies,
groups work on the most critical time robbers to either improve the activity and/or
eliminate the supervisor from it. Participants will be able to create at least
a few more hours of floor coaching time thanks to this half-day session. |
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Exercise:
Evaluate And Modify Priorities. |
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Final Role Play Exercise:
In the final major role play participants put it all together. The training room
becomes a simulated call center floor. One at a time, supervisors walk the floor
searching for coaching opportunities.
When they find these opportunities, they must first determine which coaching
skill to employ, demonstrate it, then handle any rep resistance that may result
(other supervisors will act as telephone reps).
Each supervisor will role play 5 individual coaching opportunities by the end
of their 20-minute role play. At the end of each role play the supervisor receives
thorough feedback on strengths and improvement areas from the instructor.
All final role plays are audio-taped. Participants keep their tapes for self-analysis.
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Pricing:
| Delivery Price for Workshop |
$10,500.00 (12 participant maximum) |
| Two/Three Workshops Booked at Once: |
$ 9,900.00 (each) |
| Four or More Workshops Booked at Once: |
$ 8,500.00 (each) |
| One-Day, “Test It Out” Demo: |
$ 3,750.00 |
| Course Purchase and Trainer Certification: |
$79,995.00* |
| * Please see What
You Get When You Buy page |
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| If you are also interested in powerful selling skills designed specifically
for call centers, contact us about Directional
Selling. This program shows telephone professionals how to maximize their
sales opportunities by utilizing a unique sales approach when speaking with callers.
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[ Back to Course Directory
]
[ Directional Selling (Inbound)
]
[ Directional Selling (Outbound)
]
[ Peak Service
Performance ]
[ Champions of Directional Selling
]
[ Call Center Sales Management
]
[ Call Center Floor Management
]
[ Training for Trainers ] |
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