The
Greeting: |
|
Welcoming
the caller because "first impressions are lasting". |
|
Building
trust and establishing a rapport. |
Determining
Needs: |
|
Actively
listening to what is being said and how it is being
said. |
|
Using
your product knowledge to help the caller with their
decision making. |
Making
An Offer: |
|
Selling
benefits features are fine but benefits are
better! |
Asking
for the Reservation: |
|
Pure
and simple Ask and Ye Shall Receive! |
The
"No Thanks" Recovery: |
|
Not
taking "No" for an answer. |
Rate
Quoting: |
|
How
it effects Revenue Maximization. |
|
Why
offering choices is important to both the caller
and the agent. |
Fading: |
|
There
is a time and place for it, but use it sparingly. |
Upselling: |
|
Just
because the caller said "yes" doesnt
mean the sale is completed. |
|
|
In
addition, there are segments on: |
Calls
to your Competitors: |
|
The
secret to surviving in a competitive environment
is knowing your competitors strengths and
weaknesses. |
Creating
Suggestive Selling Statements: |
|
Telling
a caller about your features isnt as effective
as suggesting how they will benefit from them. |