Call Center Skills

Skills for call centers, Telesales and Phone operators.

To be skilled in the art of the telephone you must be able to follow some basic rules.

  1. 1 Hear the customer , but dont listen. This is important to remember as you are only doing a job and so the sound of their voice is nothing to be alarmed by.

2 Solve the problem, if it is something you can solve or sell then do that, other wise ignore everything they have to say, its not bad advice but you are in the job to do a job not talk about chit chat. other customers are waiting on hold

3 If you are selling, find out as quickly as possible if the customer wants to buy, don't waste time talking to people who are wasting your time.

4 Phone voice is very important, to practice phone voice hum and pronounciate words that are positive to your job. example "I would LOVE to buy from you!" Or do enthusiastic tones example "wow WOW woo WOO THAT'S a GREAT offer!!" or "my company offers the best service" exaggerate as much as possible while practicing make the benefits the best in the whole universe "My product is worth billions and is the best in the whole universe, you should buy this" All this may not be true but it serves as good practice for selling skills.

5 Examine the product. imagine all the different customers and uses for it think of 50-100 uses that are completely silly, by over examining every aspect of what you have to sell you will never be stuck for angles to play when the customer objectifies.

6 Objections, selling is about people saying three words YES, NO and MAYBE. understand each one of these and the possible reasons for this. practice in your mind saying no to every positive reason to buy the product be the most objectionable person ever, to practice be the rudest person who would never in a million years buy the product , then try to think of ways in which you could get that person to change their mind.

7 Relaxation, Take your time with the customer, if they want to buy the product let them relax and allow them space on the phone line to think and be able to talk naturally. When first talking to customer if you have headset on, you can hear the voice in your ear try to locate a comfortable space inside their ear!! imagine you and the customer are sharing a private room together position your voice so that you are talking to them like an old friend. imagine the whole person, what do they look like, which room are they in and what mood are they currently in.






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