Turnkey Training Series

These are complete training modules that you can use in your next instructor-led workshop. They run about 45 minutes to an hour, depending on how much role-playing you include. Let us know which module will best serve your needs. We will send you the following files.

  • Instructional Audio: A 6-10 minute overview of the module and tips for using the instructor’s manual elements. Each audio file also includes the recorded examples of the skill set for that module. We provide both poor examples and the right example so your participants can hear the differences when things are done the right way. The sound files will already be cued for specific slides in the slide file.
  • Comprehensive Instructor Manual: All the notes you need to train the module with excellence.  We also include instructions for the role-plays exercises and group activities.
  • Participant Guide Pages: Pages for your participants to use as you deliver the training – you can also modify them to fit into your current training programs. 
  • PowerPoint Slides: Slides for each page in the participant guide in our standard colors and background. You are welcome to modify this file so it fits your own company colors, look and feel.
  • All training files will be in PowerPoint so you have lots of flexibility when using them.

Available Turnkey Training Modules

Contact Us today to let us know which module you would like us to send.

Sales

  • Overcoming Reflexive Objections: Also known as Initial Objections, these are the ones an outbound agent hears at the beginning of the call – “Oh, I’m right in the middle of a meeting. You’ll have to call me back”, or “Look, we’re not interested”. This is a great module with proven techniques for overcoming even the toughest Reflexive Objections. Agents can keep more callers engaged and make many more sales.
  • Great Greetings: This inbound module will offer your sales agents more effective ways to engage callers right from the start. Whether your center is inbound sales or service-to-sales, the Greeting provides opportunities to a) make the caller feel great for calling your company, b) reduce natural, early-call tension and c) prepare callers for the upcoming sales dialogue.

Floor Management

  • Daily Goal-Setting and Follow-Up Process: Rarely conducted in many centers and yet so powerful for increasing sales, the Goal-Setting discussion will have your agents reaching and exceeding all your sales targets.

Customer Service

  • The Angry Caller: The caller that few service agents like to speak to, yet there are multiple ways to calm them down and even turn them into fans again. This module provides a proven, proactive response for angry callers that will take the anger down quickly so clients begin listening again.

Training Call Centers Around the World Since 1994

You can trust all the training from these two series because they have all been proven effective, over and over, in various types of centers.

In our training you will see the following.

  • Proven skills.
  • Client-friendly techniques.
  • Bold (not aggressive) approaches to selling and servicing.
  • Flexible skills that agents can use in many different ways.
  • Easy-to-use training materials.

Here’s what you won’t see.

  • Gimmicky sales slogans that every customer has heard (e.g. “This is just a courtesy call to inform you that…”)
  • Inflexible, scripted selling or servicing statements.
  • Outdated techniques that worked “back in the day”.
  • Hard to follow training materials.