SMTS: Training in Telephone Skills

This programme provides participants with the fundamentals in telephone etiquette, sales techniques and customer care, incorporating structured theories and practical learning experiences. It is designed to reduce the uncertainty of the selling process and provides robust skills for selling effectively across a range of business situations. Participants will learn how to select prospective buyers, engage the customer, deliver the sales proposition by focusing on features and benefits, overcoming objections, dealing with challenging customers and then closing the sale. Time management principles and theories of motivation and self-efficacy will be covered to increase participants’ sales effectiveness.