Subliminal Persuasion For Telephone Success

Essential Skills For Telemarketing

 

Do you interact with customers over the phone?

Do you handle inbound/outbound calls?

Are you able to influence over the phone?

 

Program Rationale

 

Telemarketing and Customer Service are critical components for most organisations today. In a flat world the phone links customers to the service providers seamlessly.

 

Unlike face to face communication, phone communication lacks the integral component of body language and relies solely on how the person sounds and what he/she says. This causes barriers to communication and often breakdown in understanding.

 

This 2-days program focuses on how you can effectively communicate over the phone and exert influence on another.

 

Program Outcome

 

This program will incorporate the use of Neuro Action Learning to develop the skills to influence by understanding the psychology of people and their communication model AND exactly what words to say to engage the other person’s subconscious decision making part of the brain.

 

The following fundamental NLP skills will be acquired in this program:

 

  1. Representational System – the ability to understand the internal communication language of another
  2. Rapport Building – the ability to build instant and deep rapport over the phone
  3. State Management – The ability to manage the body in order to stay alert and in “up Time” as well as keeping cool through stressful calls

 

As well as the non NLP skill of :

  1. Phone Etiquette – the ability to converse and deliver the message across accurately over the phone

 

Target Audience

 

Contact Centre Professionals

 

 

Program Methodology

 

Training is delivered in a highly interactive and experiential way. Concepts and background information are presented through group exercises, discussion and activities creating an environment that facilitates accelerated learning and application.

 

The trainer will facilitate discussion of real issues and challenges that the participants face in their work and private lives. Each activity will be thoroughly de-briefed to link the learning to real life situations.

 

Program Value Proposition

 

A vast body of scientific evidence now exists on how, when, and why people say “yes” to requests.   Among them is the study of NLP or Neuro Linguistic Programming.

 

NLP is about modelling; studying, understanding and transferring the skills of top performers in any field.  By using NLP, your people will be able to enhance their regular activity into a focussed, energetic and strategic experience.

 

NLP is an advanced tool used by many successful professionals in a whole range of activities. The simplicity of the tool plus its effectiveness makes it a much sought after edge of today’s professionals.

 

Additionally, participants will learn to apply Conversational Hypnosis, Covert Anchoring and the latest cutting edge techniques in subliminally influencing their customers for the best advantage.

 

Participants will learn, practice and assimilate these skills into their daily activities until they become unconsciously competent in these skills.

 

Program Optional Add On

 

For a small additional investment, we can do the following :

  1. Hypnotic sales script writing and design that is proven to increase sales conversion by over 100%
  2. Call Coaching, Monitoring and Quality Improvement

We also have leadership training and coaching that will build stronger engagement and lower attrition. All our programs are designed by members of a team that lead a contact centre to win awards in CCAM, CCAS and CCW.

Programme Schedule

 

Day One

Introduction & Welcome

 

Step (I) – Phone Etiquette

10 Golden Rules

Effective Phone Techniques

How To WOW The Prospect

 

Step (II) –  Profiling Customers

Intro to NLP

Understanding & Using VAK To Make More Effective Calls

DOPE – Profiling For Better Influence

 

Step (III) – Phone Influence

10 Most Persuasive Words According To Science

Hypnotic Language Pattern

Story Telling For Better Impact

 

Day Two

Welcome Back

Review of Day One

 

Step (IV) – Rapport Building

Matching & Mirroring Over The Phone

Build Instant Trust Over The Phone

Simplifying The Call For Better Understanding and Conversion

 

Step (V) – State Management

Managing Physiology & Focus

Constant Up Time For Better Energy

Managing Stressful Calls

 

Putting It Together

 

Personal Action Planning

Course Curriculum

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