Overview

Full Product Details

Author:   Pat Cochrane
Publisher:   Taylor & Francis Ltd
Imprint:   Routledge
ISBN:  

9781138738065

ISBN 10:   1138738069
Publication Date:   01 January 2021
Audience:   College/higher education ,  Tertiary & Higher Education
Format:   Hardback
Publisher's Status:   Active
Availability:   Not yet available  
This item is yet to be released. You can pre-order this item and we will dispatch it to you upon its release.

Table of Contents

Worksheet index; Symbols; Introduction; Planning and assessing your coaching sessions; Why do you need to conduct telephone skills coaching?; Top tips for trainers; Introducing a session. Part I Outbound Calls: Introduction - outbound calls; What is selling?; Buying motives; Planning and preparation; Setting objectives for your call; The structure of an outbound call; Who to call; Getting through; It's only me; Opening statements; Do you need it?; How to turn customers on to your proposition; Looking for a yes; Quoting the price and asking for an order; Finishing on a high note; Successfully dealing with customer concerns; Handling rejection in a positive way; The cold call; The market research call; The outbound sales call; The sales support call; The credit control call; Telephone account management. Part II Games, Assessments, Checklists, Quizzes and an Action Plan: Introduction; Games; Competence assessments; Checklists; Quizzes; Action plan.

Reviews

'Within the two manuals are a wealth of handouts, worksheets, OHPs and guidance notes on just about every element of using the telephone in business. These are manuals to be used not read. Pat Cochrane has provided within 800 or so pages almost everything the experienced and not so experienced trainer will need to conduct short or long sessions. She includes a basic training needs analysis, pre-session and post-session checklists, top tips and how to introduce the session. Pat does the work for you. I was very impressed with Pat's work in both content and presentation. Value for money? Yes. For the equivalent price of sending one member of staff on a one day training programme you will be getting many days and months, if not years, of training solutions.' Keith Phillips, Walden Training on www.trainingzone.co.uk

Author Information

Pat Cochrane began her career in newspapers, working for the Guardian before joining the Lex Service Group to set up a new telephone sales and marketing team. She then went on to complete a similar project for Parcelforce. Since she formed PMC Associates (pmctraining.com) in 1993 her clients have included BT, Eircom, Legal and General, The Prudential, The Industrial Society, Credit Suisse Asset Management and BskyB. Pat is also the author of several books on the subject of using the telephone to develop profitable relationships with customers. They include The Power of the Phone and Outbound Telephone Selling. PMC Associates have undertaken a broad range of assignments that encompass all telephone activities from switchboard to desk-based account management. Training, consultancy and writing training resources for their clients identified the need for this training kit, which will allow trainers and managers to develop the telephone skills of everyone in their organization.

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