Call Center – Inbound Selling Training

Align the Call Center

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Description:

The call center is one of the most important alternative channels for delivering products and services. Call center representatives are the first, and sometimes the only, employees whom current and potential customers ever encounter. Whether existing customers call regarding their accounts or prospects shop for information, call center representatives must provide excellent service and professional, needs-based selling.

This workshop is designed to help call center representatives expand their role as sales and service providers. The program is based on the fundamental principle that the best service you can provide customers is to meet all their needs through the sale of appropriate products and services. Participants have a chance to identify the poor practices that can make telephone solicitation irritating to people who are otherwise willing to do business by phone. They explore the role of attitude in positioning themselves for sales success.

During the Inbound Selling Training workshop, participants learn how to use a Customer Interaction Model to provide efficient, optimal structure for each call. The model guides participants through a telephone sales process that includes establishing rapport, exploring needs, making recommendations, asking for the business, and concluding the call in a way that builds and sustains customer relationships.

Results:

  1. Identify typical customer need areas
  2. Establish rapport with customers
  3. Use effective questioning techniques to identify gaps in products or services used by a customer
  4. Make recommendations that link benefits to needs
  5. Deliver an effective sales message
  6. Respond effectively to customer objections
  7. Ask for the business and close the call

Target Audience:
Inbound Selling Training is designed specifically for call center reps who:

  1. Handle the majority of the service calls and cross-sell other products and services to meet customer needs
  2. Are part of a team taking inbound sales calls and who may also make outbound telephone sales calls

 

To speak with an LSA Expert to learn about the call center – inbound selling training customization options for your company, please contact us.

We engaged with LSA Global to train our Call Center Customer Service Managers and Team Leaders how to be effective coaches. We wanted our CSMs and TLs to be able to conduct the “hard” conversations around performance, to create a coaching environment that encourages our agents to be self-motivated, and ultimately to create a better experience for our consumers. LSA’s facilitator was able to tailor the content and deliver it in way that really demonstrated a deep understanding of our needs and left our CSMs and TLs wanting more!

Jane Pearson-Wray
Continuous Improvement Manager

Electrolux

We needed a way to improve customer training. We had to reach a disparate group of people in a very short period time. LSA gave us a new training methodology and a better way to go to market with our customer training that improved their experience and our brand positioning.

LSA delivered exactly what we needed and exceeded our expectations.  Thank you.

Hinda Chalew
Vice President of Marketing

I want to personally thank you.  The effective presentations skills and leadership coaching  exceeded our expectations.

You gave our consultants practical tools and insights they could walk away with and immediately utilize.

Thank you for being so professional, yet fun, to work with.

Jennifer Morgans
VP Customer Experience

We partnered with LSA Global to help us provide the most effective customer service skills for our associates. Guided by our Promoter Satisfaction scores, we sought to partner with an organization that could provide customer service training and consulting programs for a diverse set of employees, communicating with customers via phone, email and in person, and with varying levels of knowledge and tenure. I’ve already gotten emails from customers saying that they’re seeing a change.”

Radiology
Field Service Leader

GE

We were all very impressed with LSA’s call center consulting efforts and extremely satisfied with the recommendations. Our intention is to take the many recommendations and implement them in our Call Center.

Ron Shell
SVP Business Development

ESCI

We engaged with LSA Global to share best practices around Rapid Instructional Design and to develop, design, and deliver an session that taught our property owners the benefits of our Customer Loyalty program.

We found their experts to be collaborative, insightful, prepared, and nimble, especially given that the time frame for the project became compressed.

We look forward to continuing our strategic partnership.

Annmarie Fairweather
Vice President Brand Service

Having gone through many leadership development programs it can be said that my approach was reasonably skeptical at first. The analyst in me has concluded it was your method; which was almost conversational and so cleverly delivered I initially missed it, which is the mark of a great facilitator.

In the program several leadership tools were employed, props such as the familiar movie clip, interaction games with peers; the text and reference guides, the analysis and profile of team members by peers and facilitated conversation to name a few. These tools, created scenario based, referenced learning that could be immediately translated into the work place. That coupled with the follow-on coaching sessions have been the key to the development. I am pleased to have attended the LSA Global Program and even more so feel privileged to have had you as teacher and coach.

Edison Stephen
VP Customer Service

Fujitsu

We engaged with LSA Global to support our Customer Service Improvement initiative to develop and enhance the awareness and importance of good customer service within our Corporate Business Services group. We wanted to deliver a solution that would positively influence and shape internal behaviors and customer behaviors.

LSA Global, through their partnership process, demonstrated their value proposition. By first understanding our desired outcomes, only then could an effective solution be designed and delivered. Their consultant was well prepared, engaging and really drove a cross-functional, multi-level audience, to see a “basic” concept in profound and impactful ways.  We will look to LSA Global for these and future needs.

Stanley Newman
Customer Service Manager

Shire

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