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Program: Successful Sales

  • Teaches how upselling and cross-selling can be a part of the service process
  • Build rapport with customers while selling
  • Excellent for both onboarding and ongoing training
  • Engaging self-paced e-learning
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Program description

Behind every successful sale is a confident, engaged agent. With effective sales training, agents can embrace the idea that upselling and cross-selling should be a part of the service process, not the goal of the call. Agents will also learn how to build trust and rapport with customers while showing how their offering stands out from competitors.

Who should take this?

  • Newly hired telephone agents (as part of onboarding)
  • Agents that have difficulty with selling on the phone
  • Supervisors or coaches that manage sales agents

Format

Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.

A certificate is provided if the mastery exam is passed successfully.

Time to complete

  • 6 months from starting the first module
  • Program contains 2 h 46 min of content
  • The program will remain available for the entire 6 months, even after completion

The following courses are included

1. Selling Through Service

Increasing Revenues with Customer-Focused Selling Communications

Selling Through Service

This interactive e-learning course helps frontline staff get prepared for their role in customer-focused selling. Learn to overcome selling fears and get in the right mindset to maximize selling success.

Selling isn’t just for sales reps anymore. As more call centers move toward up-selling and cross-selling, yesterday’s customer service agent needs to be today’s well-rounded service and sales representative with the knowledge and skills to develop and close sales and ensure a quality experience for each customer.

This course will provide the basics of how to make the most of inbound sales opportunities, both in pure sales and service/sales environments. Agents will gain new perspectives on how upselling can benefit the customer and create a mindset on how to maximize the customer relationship as well as the company’s bottom line.

Agents will learn to:

  • Identify sales opportunities in the everyday service environment.
  • Identify up-sell opportunities at the end of a regular sales transaction.
  • Overcome fear and reluctance to making the additional offer.
  • Position every sale from the customer’s perspective.
  • Select the right words to support a “relationship selling” interaction.
  • 8 modules
  • 79 min

Included modules and learning aims:

  1. Overview 09 min

    • Describe the philosophy of selling through the provision of service
    • Identify various types of selling scenarios over the telephone
    • Outline the content of the course that follows
  2. The Telephone Sales Opportunity 11 min

    • Identify the various types of telephone sales scenarios
    • Describe the similarities and differences in different sales scenarios
    • Identify the benefits of customer focused selling to you and your company
  3. Creating a Sales Mindset 12 min

    • Identify the three mindset ingredients, necessary for successful selling
    • Outline the four beliefs you must have in a sales mindset
    • Identify common fears and reluctance factors and how to overcome them
  4. Building Sales Skills 10 min

    • Identify the required skills necessary for successful selling
    • Describe the process of developing sales fluency
    • Outline the stages of a sales competence model
  5. Customer Focused Selling 07 min

    • Describe the philosophy of customer-focused selling
    • Compare customer-focused to product-focused selling
    • Outline components of the sales conversation
  6. Assembling a Sample Kit 12 min

    • Describe the process of up-selling and cross-selling
    • Define the types of product offers
    • Compare universal to targeted customer offers
  7. The Telephone Sales Process 10 min

    • Identify the steps in the telephone sales process
    • Identify the extra component when doing outbound selling
    • Describe key concepts of each of the five steps
  8. Course Review and Assessment 08 min

    We’ll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 12 of 15 questions correctly.

2. Anatomy of a Sales Call

Four Steps to Successful Selling Communications

Anatomy of a Sales Call

This interactive e-learning course outlines the four basic stages of a sales call. Learn how to engage the customer, discover basic customer needs, present solutions that benefit the customer, and gain commitment for next steps.

Whether your calls are purely sales or order-taking opportunities or a potential sale at the end of a service or technical support transaction, there are still just four general components of a call. In this course, we’ll explore the four components of a sales call and what to say and do at each stage to best support the customer and make the sale. Learn how to make the most of the Engagement stage in the first few moments of a call and progress through a successful Discovery process. Once customer needs have been identified, learn how to present a Solution that is all about the customer and reach a Commitment that is a win-win scenario for the center and the customer.

Agents will learn to:

  • Identify the various types of sales opportunities and how they’re similar.
  • Identify strategies to develop trust, confidence, and rapport in the Engagement stage.
  • Outline questioning techniques and sharpen listening skills for the Discovery process.
  • Position the Solution in a positive way from the customer’s perspective.
  • Reach the Commitment level of the call and close the sale successfully.
  • 7 modules
  • 77 min

Included modules and learning aims:

  1. Overview 09 min

    • Describe the philosophy of selling through the provision of service
    • Identify various types of selling scenarios over the telephone
    • Outline the content of the course that follows
  2. The Telephone Sales Opportunity 11 min

    • Identify the various types of telephone sales scenarios
    • Describe the similarities and differences in different sales scenarios
    • Identify the benefits of customer focused selling to you and your company
  3. Creating a Sales Mindset 12 min

    • Identify the three mindset ingredients, necessary for successful selling
    • Outline the four beliefs you must have in a sales mindset
    • Identify common fears and reluctance factors and how to overcome them
  4. Building Sales Skills 10 min

    • Identify the required skills necessary for successful selling
    • Describe the process of developing sales fluency
    • Outline the stages of a sales competence model
  5. Customer Focused Selling 07 min

    • Describe the philosophy of customer-focused selling
    • Compare customer-focused to product-focused selling
    • Outline components of the sales conversation
  6. Assembling a Sample Kit 12 min

    • Describe the process of up-selling and cross-selling
    • Define the types of product offers
    • Compare universal to targeted customer offers
  7. The Telephone Sales Process 10 min

    • Identify the steps in the telephone sales process
    • Identify the extra component when doing outbound selling
    • Describe key concepts of each of the five steps
  8. Course Review and Assessment 08 min

    We’ll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 12 of 15 questions correctly.

Mastery Certification: Successful Sales

After finishing the courses of the program, participants are eligible to take the mastery certification exam. A designation of Mastery Certification from The Call Center School validates and recognizes the learning achievements gained through the program.

Participants who successfully pass the mastery certification can download their certificate and share it directly via social media.

10 questions 10 min

Mastery Certification: Successful Sales

The program is designed by call center experts to provide a practical and engaging learning experience. Start today.