Welcome Line helps participants to communicate effectively on the telephone and via email and acquire the skills needed to convert enquiries into sales.

You will look at how to:

create a positive impression
improve your communication skills
handle enquiries
up-sell and on-sell
handle difficult calls effectively

Just one day out of your schedule could transform your approach to your business. This one-day interactive training course will help you think afresh about customer service and how service sells.

Welcome Line is designed to help you make the most of all telephone and email communication, turning these into effective sales tools

This one-day training course includes a mix of inspirational presentation, stimulating group activity and practical guidance.

Welcome Line covers:

1. Introduction
The role of the telephone

2. Business, service and the telephone
How to create a great impression
Be ready!
Where should the telephone be sited?
Understand the functions of your telephone system
How to get the information you need

3. Key elements
Opening the call
Transferring the call
Screening and interrupting calls
Unattended telephones
Taking messages
Answerphones and voicemail
Email

4. Communication skills
Using your voice
Listening
Asking questions

5. The telephone as a sales tool
You are an ambassador
Key steps and skills
Up-selling and on-selling
Making outgoing calls

6. Dealing with difficult customers
Handling complaints
Increasing business through complaints

7. Action Plan
Assessment activity