The Workshop Training Library includes all of our courses for workshop training. Scroll down to see all of the courses included, plus other bulk pricing options. All of these workshop resources can be easily customized: mix and match training topics between courses, add new content, and even re-brand as your own. Here's what's included with each course:
INSTRUCTOR GUIDE
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TRAINING MANUAL
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POWER POINT SLIDES
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FLIP CHART NOTES
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ACTIVITIES AND EXERCISE FILES
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QUIZZES AND TESTING
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Module One: Getting Started
Every organization is responsible for maintaining records. The ability to create, organize, and maintain records and archives is essential to success. Correct records keeping will not only offer liability protection; it will also increase efficiency and productivity. To put it simply, maintaining records and archives will improve the bottom line.
Workshop Objectives
Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. With that in mind, let’s review our goals for today.
At the end of this workshop, participants should be able to:
Define records and archives
Analyze records in context
Classify records
Understand different systems
Maintain and convert records
CALL CENTER TRAINING
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: The Basics (I)
- Defining Buying Motives
- Establishing a Call Strategy
- Prospecting
- Qualifying
- Case Study
- Review Questions
Module Three: The Basics (II)
- Getting Beyond The Gate Keeper
- Controlling The Call
- Difficult Customers
- Reporting
- Case Study
- Review Questions
Module Four: Phone Etiquette
- Preparation
- Building Rapport
- Speaking Clearly - Tone of Voice
- Effective Listening
- Case Study
- Review Questions
Module Five: Tools
- Self Assessments
- Utilizing Sales Scripts
- Making the Script Your Own
- The Sales Dashboard
- Case Study
- Review Questions
Module Six: Speaking Like a Star
- S = Situation
- T= Task
- A= Action
- R = Result
- Case Study
- Review Questions
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Module Seven: Types of Questions
- Open Questions
- Closed Question
- Ignorant Redirection
- Positive Redirection
- Negative Redirection
- Multiple Choice Redirection
- Case Study
- Review Questions
Module Eight: Benchmarking
- Benchmark Metrics
- Performance Breakdown
- Implementing Improvements
- Benefits
- Case Study
- Review Questions
Module Nine: Goal Setting
- The Importance of Goals
- SMART Goals
- Staying Committed
- Motivation
- Overcoming Limitations
- Case Study
- Review Questions
Module Ten: Key Steps
- Six Success Factors
- Staying Customer Focused
- The Art of Telephone Persuasion
- Telephone Selling Techniques
- Case Study
- Review Questions
Module Eleven: Closing
- Knowing When it"s Time to Close
- Closing Techniques
- Maintaining the Relationship
- After the Sale
- Case Study
- Review Questions
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
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