Sam Black Consulting provides a number of programs that can be delivered with or without customization. Contact centers who have no in-house trainer, or even those with training staff resources working at the max, can avail themselves of the following programs to create orientation or advanced skills programs in contact center management training, sales prospecting techniques, telemarketing sales tips, telemarketing listening skills, needs based selling, handling objections, closing sales techniques, writing telemarketing scripts and covering general principles of selling and communications skills.
Telemarketing Sales Training Workshops – programs designed for Telephone Sales Reps (TSRs) or Business Development Reps (BDRs) designed to build core skills or refresh skills covering general principles of selling and communications skills and specifically focusing on sales prospecting techniques, telemarketing sales tips, telemarketing listening skills, telephone professionalism, Probing – Needs Based Selling, handling objections, and closing sales techniques. This program is ideal for sales or lead generation/appointment setting. Program is typically one full day with Participant Workbook, in class exercises, role-plays and quizzes. Ideal class size 9-15 participants.
Call Center Management Training - Supervisor Monitoring and Coaching – A course designed for new or junior telemarketing managers or quality monitoring staff training how to Listen and Monitor calls, Diagnose development areas, and provide TSRs with ongoing constructive coaching and praise. One full day with Participant Workbook, in-class exercises, role-plays and quizzes. Maximum class size is 8.
Call Center Management Training –Managing People – A course designed for new or junior telemarketing or call center supervisors teach the basics of daily staff management responsibilities: Commitment to goals and standards, Coaching, Appraising Performance, Managing Staff for Continuity of Performance. One full day with Participant Workbook, in-class exercises, role plays and quizzes. Maximum class size is 8.
Writing Telemarketing Scripts Workshop - A workshop designed for supervisors or account managers responsible for writing telemarketing scripts and cold call sales scripts. Teaches Flow Charting, Sales Script Approaches including sales prospecting techniques, Voice Mail approaches, handling Gatekeepers, integration of Needs Based Selling concepts, handling objections and closing approaches. Includes telemarketing sales tips collected from over 30 years in the industry.
Please contact us if you would like to discuss a customized program for your team.