“Impress customers, capture their attention & handle telephone sales enquiries with confidence”
The aim of this webinar is to help frontline staff gain the confidence and know-how to identify sales opportunities on the telephone whilst creating great first impressions. Delegates will learn the key steps needed to build confidence with customers, lead a conversation, manage expectations and influence the customer for a positive outcome.
Date: Tuesday 28th February 2023
Time: 9.30am to 12.30pm, and 1.30pm to 4.30pm. By webinar.
Who should attend:
A practical and interactive morning, this webinar is designed for all staff who answer the telephone within the hotel and/or guesthouse by handling any incoming customer sales enquiries and other sales related queries.
Objectives – what you will learn:
After completing the workshop, each participant will be able to:
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Get the best out of every sales enquiry and create a great impression
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Speak with confidence to build trust with customers
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Take the lead in the conversation and get the person talking
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Get customers on side through active listening
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Use skilful questioning to qualify leads and unravel the customers’ needs
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Paint pictures with words and deliver great propositions
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Pre-empt customer objections, handle them with confidence and ask for the order
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Wrap up each call to a natural close whilst creating a great customer experience
Content- what is covered:
- Handle sales enquires with confidence and maximise opportunities
- Positive mindsets for creating great first impressions and making the connection
- The power of your voice to influence customers – it’s not what you say, it’s how you say it
- Use clever questioning skills to qualify enquiries and lead a conversation
- Learn to really listen to customers to unravel their needs and answer their questions
- Handle objections gracefully and avoid overselling
- Guide customer to the right recommendation
- Generate happier customers as each call is completed.
Training method:
This highly interactive masterclass webinar will be held on zoom and will run from 9.30am to 12.30pm, and 1.30pm to 4.30pm. By webinar. with a short break in between. All delegates will need to have their cameras and audio switched on for the full duration of the course.
Trainer profile: Karen Somerville
Karen Sommerville is the owner of Call Focus, specialists in “effective customer communications”, helping companies develop greater customer relations & increase sales by focusing on how engage with their customers.
Fee:
Members €70pp
Non Members €100pp
For more information, contact Dervla O’Neill by email: oneilld@ihf.ie