SlideShare ist ein Scribd-Unternehmen logo
1 von 10
Call Handling TechniquesAiming towards Success-- Anirvan Sengupta
Agenda ,[object Object]
Telephone Etiquettes
Call Ownership
Call Responses
Call Scripts
Conclusions,[object Object]
They are the first in the organization to notice changing trends in the market – such as the perspective towards the company.They are well positioned to take the pulse and temperature of the business on a daily basis. They face the brunt of irate customer and frustrated prospects the most. Being prepared with a good script and issues handling techniques will enable the caller to face negations and turn them into positive opportunities.
Telephone Etiquettes Smile. It can alter your voice. Sit up and take a deep breath. It is relaxing and will take the tension out of your voice. Be conscious of all background noise. Respond as quickly as possible, without interrupting the customer. Speak clearly. Be courteous. Treat callers as you would like to be treated. Listen carefully. It is the best way to clearly understand a customer’s needs. Evaluate the urgency of the customer’s issue by asking questions. Find out the implications. Do not draw a conclusion until all of the information has been presented. If you believe that additional time is needed to research the issue, discuss options with the customer.
Telephone Etiquettes Contd… Once the issue is resolved, be certain that the customer is satisfied with the resolution. Fully document all of the details in the database. Do not place a customer on hold unless it is absolutely necessary. If you need to place a customer on hold, then explain how long you expect to be away from the telephone. Obtain permission for putting them on hold. Always check back with the caller if you are longer than expected. Ask if they would prefer you to call them back by a certain time. Always thank the caller for holding.

Weitere ähnliche Inhalte

Was ist angesagt?

Telephone etiquettes
Telephone etiquettesTelephone etiquettes
Telephone etiquettesRajThilak
 
Telephone techniques
Telephone techniquesTelephone techniques
Telephone techniquesRoy_mathew
 
Call center call control
Call center call controlCall center call control
Call center call controlJoy Celestial
 
Telephone Etiquette
Telephone EtiquetteTelephone Etiquette
Telephone EtiquetteSudha Koya
 
Handling Difficult Calls
Handling Difficult CallsHandling Difficult Calls
Handling Difficult CallsBhavana Agarwal
 
Live chat etiquette in customer service
Live chat etiquette in customer serviceLive chat etiquette in customer service
Live chat etiquette in customer serviceCentrecom
 
Customer Service Training
Customer Service TrainingCustomer Service Training
Customer Service TrainingKate Zabriskie
 
Building Rapport
Building RapportBuilding Rapport
Building Rapportdyoyann
 
Office etiquette telephoning
Office etiquette  telephoningOffice etiquette  telephoning
Office etiquette telephoningSarwan Singh
 
Telephone Selling Skills
Telephone Selling SkillsTelephone Selling Skills
Telephone Selling SkillsSalsacreed
 
Phone call etiquette and success by Mario Kanaan
Phone call etiquette and success by Mario KanaanPhone call etiquette and success by Mario Kanaan
Phone call etiquette and success by Mario KanaanMario Kanaan
 
Telephone etiquette1
Telephone etiquette1Telephone etiquette1
Telephone etiquette1Anthonia Ejoh
 
Telephone Etiquette
Telephone EtiquetteTelephone Etiquette
Telephone EtiquetteDylan Kemna
 
15 Tips for Training Call Center Agents
15 Tips for Training Call Center Agents15 Tips for Training Call Center Agents
15 Tips for Training Call Center AgentsTalkdeskInc
 
Call center agent training "Basic"
Call center agent training "Basic"Call center agent training "Basic"
Call center agent training "Basic"Md R-Islam
 

Was ist angesagt? (20)

Telephone etiquettes
Telephone etiquettesTelephone etiquettes
Telephone etiquettes
 
Telephone techniques
Telephone techniquesTelephone techniques
Telephone techniques
 
Call center call control
Call center call controlCall center call control
Call center call control
 
Telephone Etiquette
Telephone EtiquetteTelephone Etiquette
Telephone Etiquette
 
Telephone etiquette ppt
Telephone etiquette pptTelephone etiquette ppt
Telephone etiquette ppt
 
Handling Difficult Calls
Handling Difficult CallsHandling Difficult Calls
Handling Difficult Calls
 
Live chat etiquette in customer service
Live chat etiquette in customer serviceLive chat etiquette in customer service
Live chat etiquette in customer service
 
Customer Service Training
Customer Service TrainingCustomer Service Training
Customer Service Training
 
Important Telephone Etiquette Tips
Important Telephone Etiquette TipsImportant Telephone Etiquette Tips
Important Telephone Etiquette Tips
 
Building Rapport
Building RapportBuilding Rapport
Building Rapport
 
Office etiquette telephoning
Office etiquette  telephoningOffice etiquette  telephoning
Office etiquette telephoning
 
telephone etiquettes
telephone etiquettestelephone etiquettes
telephone etiquettes
 
Telephone Selling Skills
Telephone Selling SkillsTelephone Selling Skills
Telephone Selling Skills
 
Phone call etiquette and success by Mario Kanaan
Phone call etiquette and success by Mario KanaanPhone call etiquette and success by Mario Kanaan
Phone call etiquette and success by Mario Kanaan
 
Call Centre Training
Call Centre TrainingCall Centre Training
Call Centre Training
 
Customer service presentation
Customer service presentationCustomer service presentation
Customer service presentation
 
Telephone etiquette1
Telephone etiquette1Telephone etiquette1
Telephone etiquette1
 
Telephone Etiquette
Telephone EtiquetteTelephone Etiquette
Telephone Etiquette
 
15 Tips for Training Call Center Agents
15 Tips for Training Call Center Agents15 Tips for Training Call Center Agents
15 Tips for Training Call Center Agents
 
Call center agent training "Basic"
Call center agent training "Basic"Call center agent training "Basic"
Call center agent training "Basic"
 

Andere mochten auch

Call flow(scripting)call center training sales
Call flow(scripting)call center training sales Call flow(scripting)call center training sales
Call flow(scripting)call center training sales Dr Patterson
 
Telemarketing vs Teleprospecting - Which One Is Right for Your Business?
Telemarketing vs Teleprospecting - Which One Is Right for Your Business?Telemarketing vs Teleprospecting - Which One Is Right for Your Business?
Telemarketing vs Teleprospecting - Which One Is Right for Your Business?JMS Elite
 
2015 Gartner HP - Banking on the New Style of Business - Shaping the Bank of ...
2015 Gartner HP - Banking on the New Style of Business - Shaping the Bank of ...2015 Gartner HP - Banking on the New Style of Business - Shaping the Bank of ...
2015 Gartner HP - Banking on the New Style of Business - Shaping the Bank of ...Daniel Biondi
 
Automotive BDC Workshop; Inbound Phone Call Handling
Automotive BDC Workshop; Inbound Phone Call HandlingAutomotive BDC Workshop; Inbound Phone Call Handling
Automotive BDC Workshop; Inbound Phone Call HandlingSocial Media Marketing
 
The five golden rules of call handling
The five golden rules of call handlingThe five golden rules of call handling
The five golden rules of call handlingNeha789456
 
Simple strategies to flip your customer complaints into customer satisfaction
Simple strategies to flip your customer complaints into customer satisfactionSimple strategies to flip your customer complaints into customer satisfaction
Simple strategies to flip your customer complaints into customer satisfactionHandleMyComplaint
 
Power Tricks of Telemarketing
Power Tricks of TelemarketingPower Tricks of Telemarketing
Power Tricks of TelemarketingFatima Zain
 
The best solution for All of your Telemarketing needs
The best solution for All of your Telemarketing  needs The best solution for All of your Telemarketing  needs
The best solution for All of your Telemarketing needs ICT Innovations
 
The Parts of the Best Events Telemarketing Script in Singapore
The Parts of the Best Events Telemarketing Script in SingaporeThe Parts of the Best Events Telemarketing Script in Singapore
The Parts of the Best Events Telemarketing Script in SingaporeJayden Chu
 
COMPLAINT AS A GIFT IN CUSTOMER SERVICE by Morolake Akin-Alabi
COMPLAINT AS A GIFT IN CUSTOMER SERVICE by Morolake Akin-AlabiCOMPLAINT AS A GIFT IN CUSTOMER SERVICE by Morolake Akin-Alabi
COMPLAINT AS A GIFT IN CUSTOMER SERVICE by Morolake Akin-AlabiMorolake Ojuola
 
7 Ways to Sell Smarter in 2017
7 Ways to Sell Smarter in 20177 Ways to Sell Smarter in 2017
7 Ways to Sell Smarter in 2017Company 119
 
Complaint handling 101
Complaint handling 101Complaint handling 101
Complaint handling 101Wiebke Wetzel
 
B2B Telemarketing Strengths, Weaknesses, Remedies and New Uses
B2B Telemarketing Strengths, Weaknesses, Remedies and New UsesB2B Telemarketing Strengths, Weaknesses, Remedies and New Uses
B2B Telemarketing Strengths, Weaknesses, Remedies and New UsesColin Bonham-Horton
 
Lesson 2 handling customer complaints (2)
Lesson 2   handling customer complaints (2)Lesson 2   handling customer complaints (2)
Lesson 2 handling customer complaints (2)Aznie Rahim
 
Success in Sales and Marketing Part 1- BASIS Marketing Training
Success in Sales and Marketing Part 1- BASIS Marketing TrainingSuccess in Sales and Marketing Part 1- BASIS Marketing Training
Success in Sales and Marketing Part 1- BASIS Marketing TrainingKenny Ong
 

Andere mochten auch (17)

Call flow(scripting)call center training sales
Call flow(scripting)call center training sales Call flow(scripting)call center training sales
Call flow(scripting)call center training sales
 
Telemarketing vs Teleprospecting - Which One Is Right for Your Business?
Telemarketing vs Teleprospecting - Which One Is Right for Your Business?Telemarketing vs Teleprospecting - Which One Is Right for Your Business?
Telemarketing vs Teleprospecting - Which One Is Right for Your Business?
 
2015 Gartner HP - Banking on the New Style of Business - Shaping the Bank of ...
2015 Gartner HP - Banking on the New Style of Business - Shaping the Bank of ...2015 Gartner HP - Banking on the New Style of Business - Shaping the Bank of ...
2015 Gartner HP - Banking on the New Style of Business - Shaping the Bank of ...
 
Automotive BDC Workshop; Inbound Phone Call Handling
Automotive BDC Workshop; Inbound Phone Call HandlingAutomotive BDC Workshop; Inbound Phone Call Handling
Automotive BDC Workshop; Inbound Phone Call Handling
 
The five golden rules of call handling
The five golden rules of call handlingThe five golden rules of call handling
The five golden rules of call handling
 
Cus
CusCus
Cus
 
Simple strategies to flip your customer complaints into customer satisfaction
Simple strategies to flip your customer complaints into customer satisfactionSimple strategies to flip your customer complaints into customer satisfaction
Simple strategies to flip your customer complaints into customer satisfaction
 
Power Tricks of Telemarketing
Power Tricks of TelemarketingPower Tricks of Telemarketing
Power Tricks of Telemarketing
 
The best solution for All of your Telemarketing needs
The best solution for All of your Telemarketing  needs The best solution for All of your Telemarketing  needs
The best solution for All of your Telemarketing needs
 
The Parts of the Best Events Telemarketing Script in Singapore
The Parts of the Best Events Telemarketing Script in SingaporeThe Parts of the Best Events Telemarketing Script in Singapore
The Parts of the Best Events Telemarketing Script in Singapore
 
B2B CM telemarketing services
B2B CM telemarketing servicesB2B CM telemarketing services
B2B CM telemarketing services
 
COMPLAINT AS A GIFT IN CUSTOMER SERVICE by Morolake Akin-Alabi
COMPLAINT AS A GIFT IN CUSTOMER SERVICE by Morolake Akin-AlabiCOMPLAINT AS A GIFT IN CUSTOMER SERVICE by Morolake Akin-Alabi
COMPLAINT AS A GIFT IN CUSTOMER SERVICE by Morolake Akin-Alabi
 
7 Ways to Sell Smarter in 2017
7 Ways to Sell Smarter in 20177 Ways to Sell Smarter in 2017
7 Ways to Sell Smarter in 2017
 
Complaint handling 101
Complaint handling 101Complaint handling 101
Complaint handling 101
 
B2B Telemarketing Strengths, Weaknesses, Remedies and New Uses
B2B Telemarketing Strengths, Weaknesses, Remedies and New UsesB2B Telemarketing Strengths, Weaknesses, Remedies and New Uses
B2B Telemarketing Strengths, Weaknesses, Remedies and New Uses
 
Lesson 2 handling customer complaints (2)
Lesson 2   handling customer complaints (2)Lesson 2   handling customer complaints (2)
Lesson 2 handling customer complaints (2)
 
Success in Sales and Marketing Part 1- BASIS Marketing Training
Success in Sales and Marketing Part 1- BASIS Marketing TrainingSuccess in Sales and Marketing Part 1- BASIS Marketing Training
Success in Sales and Marketing Part 1- BASIS Marketing Training
 

Ähnlich wie Sales techniques to hit success

Omni Hotels Importance Of Customer Service
Omni Hotels Importance Of Customer ServiceOmni Hotels Importance Of Customer Service
Omni Hotels Importance Of Customer Servicejnixon08
 
Telephone & Mobile Etiquette - How to make productive calls?
Telephone & Mobile Etiquette - How to make productive calls?Telephone & Mobile Etiquette - How to make productive calls?
Telephone & Mobile Etiquette - How to make productive calls?Yogini24
 
Customer Service Excellence Programme (Telephones)
Customer Service Excellence Programme (Telephones)Customer Service Excellence Programme (Telephones)
Customer Service Excellence Programme (Telephones)DavidGMontague
 
Telephone etiquettes ETC
Telephone etiquettes ETCTelephone etiquettes ETC
Telephone etiquettes ETCTakshil Gajjar
 
telephoneetiquettes-141029045753-conversion-gate01.pdf
telephoneetiquettes-141029045753-conversion-gate01.pdftelephoneetiquettes-141029045753-conversion-gate01.pdf
telephoneetiquettes-141029045753-conversion-gate01.pdfmanveenanand2
 
On Customer Service by Delicia Powell
On Customer Service by Delicia PowellOn Customer Service by Delicia Powell
On Customer Service by Delicia PowellJY Pathways
 
Telephone etiquettes
Telephone etiquettesTelephone etiquettes
Telephone etiquettesdrangelosmith
 
Ways To Put Fire To Angry Customer[2]
Ways To Put Fire To Angry Customer[2]Ways To Put Fire To Angry Customer[2]
Ways To Put Fire To Angry Customer[2]Umm Hibba
 
Getting User Research Right
Getting User Research RightGetting User Research Right
Getting User Research RightJon White
 
Telephone courtesy for hospitality industry: Share by Saeful Anwar
Telephone courtesy  for hospitality industry: Share by Saeful AnwarTelephone courtesy  for hospitality industry: Share by Saeful Anwar
Telephone courtesy for hospitality industry: Share by Saeful AnwarHospitality Industry
 
Telephone Etiquettes2.ppt
Telephone Etiquettes2.pptTelephone Etiquettes2.ppt
Telephone Etiquettes2.pptForonlineAccess
 
Dealing with a difficult customer
Dealing with a difficult customerDealing with a difficult customer
Dealing with a difficult customerFLORENCE VORSTER
 
customer service slide- frances ogujawa
customer service slide- frances ogujawacustomer service slide- frances ogujawa
customer service slide- frances ogujawafrances ogujawa
 
Provide quality customer service
Provide quality customer serviceProvide quality customer service
Provide quality customer servicemaceANSPICE
 

Ähnlich wie Sales techniques to hit success (20)

Six tips for making collection calls that get results
Six tips for making collection calls that get resultsSix tips for making collection calls that get results
Six tips for making collection calls that get results
 
Omni Hotels Importance Of Customer Service
Omni Hotels Importance Of Customer ServiceOmni Hotels Importance Of Customer Service
Omni Hotels Importance Of Customer Service
 
Telephone & Mobile Etiquette - How to make productive calls?
Telephone & Mobile Etiquette - How to make productive calls?Telephone & Mobile Etiquette - How to make productive calls?
Telephone & Mobile Etiquette - How to make productive calls?
 
Customer Service Excellence Programme (Telephones)
Customer Service Excellence Programme (Telephones)Customer Service Excellence Programme (Telephones)
Customer Service Excellence Programme (Telephones)
 
Telephone etiquettes ETC
Telephone etiquettes ETCTelephone etiquettes ETC
Telephone etiquettes ETC
 
telephoneetiquettes-141029045753-conversion-gate01.pdf
telephoneetiquettes-141029045753-conversion-gate01.pdftelephoneetiquettes-141029045753-conversion-gate01.pdf
telephoneetiquettes-141029045753-conversion-gate01.pdf
 
Call Procedure.pptx
Call Procedure.pptxCall Procedure.pptx
Call Procedure.pptx
 
Phone etiquette - Customer Management
Phone etiquette - Customer ManagementPhone etiquette - Customer Management
Phone etiquette - Customer Management
 
On Customer Service by Delicia Powell
On Customer Service by Delicia PowellOn Customer Service by Delicia Powell
On Customer Service by Delicia Powell
 
Telephone etiquettes
Telephone etiquettesTelephone etiquettes
Telephone etiquettes
 
Ways To Put Fire To Angry Customer[2]
Ways To Put Fire To Angry Customer[2]Ways To Put Fire To Angry Customer[2]
Ways To Put Fire To Angry Customer[2]
 
Getting User Research Right
Getting User Research RightGetting User Research Right
Getting User Research Right
 
Chat etiquette (pro)
Chat etiquette (pro)Chat etiquette (pro)
Chat etiquette (pro)
 
Telephone courtesy for hospitality industry: Share by Saeful Anwar
Telephone courtesy  for hospitality industry: Share by Saeful AnwarTelephone courtesy  for hospitality industry: Share by Saeful Anwar
Telephone courtesy for hospitality industry: Share by Saeful Anwar
 
Telephone Etiquettes2.ppt
Telephone Etiquettes2.pptTelephone Etiquettes2.ppt
Telephone Etiquettes2.ppt
 
Dealing with a difficult customer
Dealing with a difficult customerDealing with a difficult customer
Dealing with a difficult customer
 
customer service slide- frances ogujawa
customer service slide- frances ogujawacustomer service slide- frances ogujawa
customer service slide- frances ogujawa
 
Provide quality customer service
Provide quality customer serviceProvide quality customer service
Provide quality customer service
 
Customer Service Training.pptx
Customer Service Training.pptxCustomer Service Training.pptx
Customer Service Training.pptx
 
IT Essentials Chapter 10
IT Essentials Chapter 10IT Essentials Chapter 10
IT Essentials Chapter 10
 

Kürzlich hochgeladen

Healthcare Feb. & Mar. Healthcare Newsletter
Healthcare Feb. & Mar. Healthcare NewsletterHealthcare Feb. & Mar. Healthcare Newsletter
Healthcare Feb. & Mar. Healthcare NewsletterJamesConcepcion7
 
Darshan Hiranandani [News About Next CEO].pdf
Darshan Hiranandani [News About Next CEO].pdfDarshan Hiranandani [News About Next CEO].pdf
Darshan Hiranandani [News About Next CEO].pdfShashank Mehta
 
WSMM Media and Entertainment Feb_March_Final.pdf
WSMM Media and Entertainment Feb_March_Final.pdfWSMM Media and Entertainment Feb_March_Final.pdf
WSMM Media and Entertainment Feb_March_Final.pdfJamesConcepcion7
 
PSCC - Capability Statement Presentation
PSCC - Capability Statement PresentationPSCC - Capability Statement Presentation
PSCC - Capability Statement PresentationAnamaria Contreras
 
Unveiling the Soundscape Music for Psychedelic Experiences
Unveiling the Soundscape Music for Psychedelic ExperiencesUnveiling the Soundscape Music for Psychedelic Experiences
Unveiling the Soundscape Music for Psychedelic ExperiencesDoe Paoro
 
Effective Strategies for Maximizing Your Profit When Selling Gold Jewelry
Effective Strategies for Maximizing Your Profit When Selling Gold JewelryEffective Strategies for Maximizing Your Profit When Selling Gold Jewelry
Effective Strategies for Maximizing Your Profit When Selling Gold JewelryWhittensFineJewelry1
 
How Generative AI Is Transforming Your Business | Byond Growth Insights | Apr...
How Generative AI Is Transforming Your Business | Byond Growth Insights | Apr...How Generative AI Is Transforming Your Business | Byond Growth Insights | Apr...
How Generative AI Is Transforming Your Business | Byond Growth Insights | Apr...Hector Del Castillo, CPM, CPMM
 
APRIL2024_UKRAINE_xml_0000000000000 .pdf
APRIL2024_UKRAINE_xml_0000000000000 .pdfAPRIL2024_UKRAINE_xml_0000000000000 .pdf
APRIL2024_UKRAINE_xml_0000000000000 .pdfRbc Rbcua
 
WSMM Technology February.March Newsletter_vF.pdf
WSMM Technology February.March Newsletter_vF.pdfWSMM Technology February.March Newsletter_vF.pdf
WSMM Technology February.March Newsletter_vF.pdfJamesConcepcion7
 
Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...
Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...
Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...ssuserf63bd7
 
The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...
The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...
The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...Operational Excellence Consulting
 
Planetary and Vedic Yagyas Bring Positive Impacts in Life
Planetary and Vedic Yagyas Bring Positive Impacts in LifePlanetary and Vedic Yagyas Bring Positive Impacts in Life
Planetary and Vedic Yagyas Bring Positive Impacts in LifeBhavana Pujan Kendra
 
Send Files | Sendbig.comSend Files | Sendbig.com
Send Files | Sendbig.comSend Files | Sendbig.comSend Files | Sendbig.comSend Files | Sendbig.com
Send Files | Sendbig.comSend Files | Sendbig.comSendBig4
 
TriStar Gold Corporate Presentation - April 2024
TriStar Gold Corporate Presentation - April 2024TriStar Gold Corporate Presentation - April 2024
TriStar Gold Corporate Presentation - April 2024Adnet Communications
 
Introducing the Analogic framework for business planning applications
Introducing the Analogic framework for business planning applicationsIntroducing the Analogic framework for business planning applications
Introducing the Analogic framework for business planning applicationsKnowledgeSeed
 
Onemonitar Android Spy App Features: Explore Advanced Monitoring Capabilities
Onemonitar Android Spy App Features: Explore Advanced Monitoring CapabilitiesOnemonitar Android Spy App Features: Explore Advanced Monitoring Capabilities
Onemonitar Android Spy App Features: Explore Advanced Monitoring CapabilitiesOne Monitar
 
20200128 Ethical by Design - Whitepaper.pdf
20200128 Ethical by Design - Whitepaper.pdf20200128 Ethical by Design - Whitepaper.pdf
20200128 Ethical by Design - Whitepaper.pdfChris Skinner
 
Memorándum de Entendimiento (MoU) entre Codelco y SQM
Memorándum de Entendimiento (MoU) entre Codelco y SQMMemorándum de Entendimiento (MoU) entre Codelco y SQM
Memorándum de Entendimiento (MoU) entre Codelco y SQMVoces Mineras
 

Kürzlich hochgeladen (20)

Healthcare Feb. & Mar. Healthcare Newsletter
Healthcare Feb. & Mar. Healthcare NewsletterHealthcare Feb. & Mar. Healthcare Newsletter
Healthcare Feb. & Mar. Healthcare Newsletter
 
Darshan Hiranandani [News About Next CEO].pdf
Darshan Hiranandani [News About Next CEO].pdfDarshan Hiranandani [News About Next CEO].pdf
Darshan Hiranandani [News About Next CEO].pdf
 
WSMM Media and Entertainment Feb_March_Final.pdf
WSMM Media and Entertainment Feb_March_Final.pdfWSMM Media and Entertainment Feb_March_Final.pdf
WSMM Media and Entertainment Feb_March_Final.pdf
 
PSCC - Capability Statement Presentation
PSCC - Capability Statement PresentationPSCC - Capability Statement Presentation
PSCC - Capability Statement Presentation
 
Unveiling the Soundscape Music for Psychedelic Experiences
Unveiling the Soundscape Music for Psychedelic ExperiencesUnveiling the Soundscape Music for Psychedelic Experiences
Unveiling the Soundscape Music for Psychedelic Experiences
 
Effective Strategies for Maximizing Your Profit When Selling Gold Jewelry
Effective Strategies for Maximizing Your Profit When Selling Gold JewelryEffective Strategies for Maximizing Your Profit When Selling Gold Jewelry
Effective Strategies for Maximizing Your Profit When Selling Gold Jewelry
 
The Bizz Quiz-E-Summit-E-Cell-IITPatna.pptx
The Bizz Quiz-E-Summit-E-Cell-IITPatna.pptxThe Bizz Quiz-E-Summit-E-Cell-IITPatna.pptx
The Bizz Quiz-E-Summit-E-Cell-IITPatna.pptx
 
WAM Corporate Presentation April 12 2024.pdf
WAM Corporate Presentation April 12 2024.pdfWAM Corporate Presentation April 12 2024.pdf
WAM Corporate Presentation April 12 2024.pdf
 
How Generative AI Is Transforming Your Business | Byond Growth Insights | Apr...
How Generative AI Is Transforming Your Business | Byond Growth Insights | Apr...How Generative AI Is Transforming Your Business | Byond Growth Insights | Apr...
How Generative AI Is Transforming Your Business | Byond Growth Insights | Apr...
 
APRIL2024_UKRAINE_xml_0000000000000 .pdf
APRIL2024_UKRAINE_xml_0000000000000 .pdfAPRIL2024_UKRAINE_xml_0000000000000 .pdf
APRIL2024_UKRAINE_xml_0000000000000 .pdf
 
WSMM Technology February.March Newsletter_vF.pdf
WSMM Technology February.March Newsletter_vF.pdfWSMM Technology February.March Newsletter_vF.pdf
WSMM Technology February.March Newsletter_vF.pdf
 
Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...
Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...
Horngren’s Financial & Managerial Accounting, 7th edition by Miller-Nobles so...
 
The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...
The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...
The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...
 
Planetary and Vedic Yagyas Bring Positive Impacts in Life
Planetary and Vedic Yagyas Bring Positive Impacts in LifePlanetary and Vedic Yagyas Bring Positive Impacts in Life
Planetary and Vedic Yagyas Bring Positive Impacts in Life
 
Send Files | Sendbig.comSend Files | Sendbig.com
Send Files | Sendbig.comSend Files | Sendbig.comSend Files | Sendbig.comSend Files | Sendbig.com
Send Files | Sendbig.comSend Files | Sendbig.com
 
TriStar Gold Corporate Presentation - April 2024
TriStar Gold Corporate Presentation - April 2024TriStar Gold Corporate Presentation - April 2024
TriStar Gold Corporate Presentation - April 2024
 
Introducing the Analogic framework for business planning applications
Introducing the Analogic framework for business planning applicationsIntroducing the Analogic framework for business planning applications
Introducing the Analogic framework for business planning applications
 
Onemonitar Android Spy App Features: Explore Advanced Monitoring Capabilities
Onemonitar Android Spy App Features: Explore Advanced Monitoring CapabilitiesOnemonitar Android Spy App Features: Explore Advanced Monitoring Capabilities
Onemonitar Android Spy App Features: Explore Advanced Monitoring Capabilities
 
20200128 Ethical by Design - Whitepaper.pdf
20200128 Ethical by Design - Whitepaper.pdf20200128 Ethical by Design - Whitepaper.pdf
20200128 Ethical by Design - Whitepaper.pdf
 
Memorándum de Entendimiento (MoU) entre Codelco y SQM
Memorándum de Entendimiento (MoU) entre Codelco y SQMMemorándum de Entendimiento (MoU) entre Codelco y SQM
Memorándum de Entendimiento (MoU) entre Codelco y SQM
 

Sales techniques to hit success

  • 1. Call Handling TechniquesAiming towards Success-- Anirvan Sengupta
  • 2.
  • 7.
  • 8. They are the first in the organization to notice changing trends in the market – such as the perspective towards the company.They are well positioned to take the pulse and temperature of the business on a daily basis. They face the brunt of irate customer and frustrated prospects the most. Being prepared with a good script and issues handling techniques will enable the caller to face negations and turn them into positive opportunities.
  • 9. Telephone Etiquettes Smile. It can alter your voice. Sit up and take a deep breath. It is relaxing and will take the tension out of your voice. Be conscious of all background noise. Respond as quickly as possible, without interrupting the customer. Speak clearly. Be courteous. Treat callers as you would like to be treated. Listen carefully. It is the best way to clearly understand a customer’s needs. Evaluate the urgency of the customer’s issue by asking questions. Find out the implications. Do not draw a conclusion until all of the information has been presented. If you believe that additional time is needed to research the issue, discuss options with the customer.
  • 10. Telephone Etiquettes Contd… Once the issue is resolved, be certain that the customer is satisfied with the resolution. Fully document all of the details in the database. Do not place a customer on hold unless it is absolutely necessary. If you need to place a customer on hold, then explain how long you expect to be away from the telephone. Obtain permission for putting them on hold. Always check back with the caller if you are longer than expected. Ask if they would prefer you to call them back by a certain time. Always thank the caller for holding.
  • 11.
  • 12. Taking one step forward and owing up to the situation is like taking responsibility to make things right. IT’s natural of humans to like it.
  • 13. Irate prospects and customers, when complaining about receiving repeated cold calls, unsettled bills or delay in delivery like to hear such soothing words; of course they need to be meant by action.
  • 14. GOLDEN RULE: IF you want to control and maneuver the call in the right direction, then you ought to take ownership of the situation and take corrective actions.
  • 15.
  • 16. Identify the caller: It feels good to be on the caller end and being addressed by the receiver by name directly even before asking for details.
  • 17. Qualify the call: Immediately on being connected, we need to understand the need of the customer
  • 18. Provide Solution: Map the solution to the prospect’s problem with the product / service that best fits from your offerings.
  • 19.
  • 20. On Hold Script: “Mr. Cooper, welcome to ABC Corp. My name is Alex and I’d be happy to assist you. Please allow me to place you on hold for not more than 2 minutes as I retrieve all your previous records and understand your problem better”
  • 21. Apologetic Script: “Mr. Cooper, welcome to ABC Corp. We apologize for your situation and will try our best for a resolution during this call. My name is Alex and I am your resolution associate during this call.”
  • 22.
  • 23.
  • 24. Identify and Understand the caller’s reason to call and give the caller a listening ear to make him comfortable.
  • 25. As soon as you take command of the call, summarize the conversation so far and provide a resolution which best fits the caller’s needs
  • 26. While speaking, smile to make the caller feel understood and taken care of.
  • 27. Refrain from using negative phrases like “I am not available”, “This cannot be resolved”, “This is impossible” or “We do not provide this service” during a call. Rather, maneuver the call to a different direction if required.
  • 28. Never stick to a calling script and NEVER READ a SCRIPT during a call. Scripts are for understanding but not using per se.