“Hello?” Mastering the Art of Telephone Techniques™

“Hello?” Mastering the Art of Telephone Techniques™ 

This workshop is highly interactive and experiential and focuses on the underlying telephony and telemarketing skills needed to succeed. The workshop discusses the various personality types of customers and the factors that affect customer behaviour. Along with in-depth product knowledge, the importance of questioning techniques, value propositions and benefit statements is also emphasised. Regular roleplays, exercises and case studies enable participants to practice methodologies, tools and on-the-job skills that can be immediately put to use.

Objectives & Methodology

On completion of this role-play intensive workshop, staff will have the confidence, knowledge and application skills when marketing to potential clients or when dealing with callers/customers overthephone. Action plans have been integrated into the workshop so as to reinforcetheability to apply the learned strategies. The end result will be more effective telecommunication efforts and more polished receptionists/telemarketeers that lead to motivated staff and better KPIs.

Course Outline

  • Greetings and Polite Verbiages
  • Overcoming Barriers to Communication
  • Listening Vs Active Listening Skills
  • Enunciation Over the Phone
  • Establishing Rapport & Building Chemistry
  • Personality Types of Customers
  • Getting to Know Your Product
  • Using Your Voice As a Sales Tool
  • You Had Me At ‘Hello’ – The FIRST 15 Seconds
  • Negotiation & Sales Strategies of a Pro
  • Up-selling / Cross-Selling
  • Closing the Sale & Follow-Ups
  • Building Confidence & Self-Motivation
  • Importance of Grooming – Even if Customers Can’t See You!
  • Complaints Are Gifts


  • 14 hours

Date of Workshop

  • To be confirmed

Time of Workshop

  • To be confirmed


  • $895 nett per participant


  • Available upon request


  • To be confirmed

Dress Code

  • Business Casual Wear

Who Should Attend

  • Receptionists & Call Centre Agents
  • Administrative Staff
  • Business Development Executives
  • Sales Staff
  • Adults interested in honing their telephone techniques and telemarketing skills to gain a competitive advantage

Other Details

  • Investment includes two tea breaks and one lunch per day
  • A minimum of 16 participants is required before a class may commence
  • Bulk discounts available for organizations so please inquire within

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