Call Center Sales Training - Training for Trainers

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The best-trained employees generate better results, giving their organization a clear advantage over its competition. The Florida Corporate Training Center's Training for Trainers workshop offers stand-up trainers and facilitators the most thorough trainer training available.

Veterans and new recruits alike, in Training For Trainers your instructors will learn how to plan and design training courses, how to create effective instructional objectives, open sessions with impact, facilitate through questions instead of lecture, use verbal and nonverbal communication to their advantage, use a variety of media, move throughout the training room and much more. On-the-job performance will increase and your trainees will thank you.

Unlike many trainer-training workshops, this course gets immediate results. Our clients believe that it's because our participants DO so much right in class. Training For Trainers is filled with participant demonstrations and exercises, insuring that every participant can successfully execute all the major skills.

Each participant also conducts a complete training session on Day Four, allowing them to put all the skills together.

"This is, by far, the very best trainer-training we have found for our training team, and we have seen all the major programs available from outside vendors." Bob Bridges Sprint

Day One

	Welcome and Introductions
	Adult Learning Theory
	Trainer Roles
	Trainee Roles
	Learning Objectives

Day Two

	Opening a Session
	Questioning Techniques for Interaction
	Designing a Training Session
	Presenting Feedback and Coaching

Day Three

	Fielding Questions and Listening Skills
	Effective Use of Media
	Non-Verbal Platform Skills
	Classroom Management

Day Four

Practice
Each participant conducts a 35-minute final training demonstration, utilizing all the skills learned in the course. Each trainer receives extensive feedback upon completion of his/her demonstration. This final exercise insures that every trainer will leave the course with a new and highly effective training skill set.

Module Overview

Each module includes instruction, discussions, examples, trainer demonstrations, team activities and lots of skill practice to make sure your trainers can use their new skills immediately.Adult Learning Theory: There are numerous ways to motivate adults to change or improve their skills. This module covers the most common theories and shows trainers how to put them into practice for better training results.

	Trainer Roles: The trainer must act as an authority, expert, motivator and friend to trainees to help them learn and stay focused. Trainers will learn how best to maximize the use of each trainer role.
	Trainee Roles: Most trainees will have a distinct personality type (e.g. Independent, Hero, Sniper). This module covers the best strategies for managing 8 Trainee Roles to maximize learning.
	Learning Objectives: Objectives, or learning assessments, are the building blocks of effective training. Trainers learn and practice writing the three criteria for objectives (behavior, measurement, conditions) as well as the three kinds of objectives (terminal, enabling and task).
	Opening A Session: Trainers learn the need for motivating the trainees when opening training sessions. Trainees will then more likely want to learn the material being covered. In this module trainers learn a six-step process for opening any training session with great impact.
	Questioning Skills for Interaction: To avoid boring lectures and to insure trainees learn all the material, professional trainers ask questions. Using the right questions, a trainer can guide trainee thinking and insure all trainees are involved and learning.
	Designing A Training Session: For the trainer that must occasionally develop training modules or entire training courses, this module covers a simple, straight forward process for doing it right.
	Presenting Feedback and Coaching: Trainers learn and practice effective coaching tips as well as the three most common types of feedback they will deliver to participants in a training session.
	Fielding Questions and Listening: Trainers learn the value of addressing questions quickly and accurately. They also learn how to prevent misunderstanding the questions that trainees ask.
	Effective Use Of Media: This module addresses the role of media (overheads, flip charts, audio, video and computer) and how to create high-quality media to enhance any training session.
	Non-Verbal Platform Skills: Often it's what the trainer doesn't say, but communicates through non-verbals, that makes the difference in training adults. This module covers the do's and don'ts of non-verbal communication.
	Classroom Management: There are many elements of classroom management (e.g. room set-up, lighting, break times). Trainers learn ways to improve the effectiveness of the training by improving the learning environment. They also receive a complete checklist of issues to manage.
	DAY FOUR: As a final skill check, each participant delivers a 35-minute training session on the subject of their choice. Participants are expected to utilize all of the skills learned during the previous three days. At the end of Day Three the instructor will hand out a guideline for the participants to follow. As each of their sessions ends the training participant receives extensive feedback on how well he/she demonstrated the skills and how to improve, where needed. Not only is Day Four fun, it's also vital to the success of this workshop. Participants apply the skills in a real training environment. They must utilize various question types and methods to make their session interactive. They employ the VOPOVR, our 6-step process for opening a session. They also have a chance to create great flip charts, overheads and computer slides for their media. When participants leave Day Four they are ready for almost any training situation.

Pricing:

Delivery Price for Workshop: (10 participant max.)	$ 9,500.00
Two or More Workshops Booked at One Time:	$ 8,900.00
Try-It-Out One Day Demo: (Choose three-four skills)	$ 1,450.00

Travel expenses additional

If you are also interested in powerful selling skills designed specifically for call centers, contact us about Telephone Sales Mastery. 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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