Length – 2 to 3 hours 

Focus – Retail Sales, Customer Service, Hospitality, Customer Relations

Companies invest time and money determining the best location for their place of business.  Thousands of advertisement dollars are invested in establishing a presence in the marketplace and on the web.  By the time a customer places a telephone call to the place of business, this investment has made the prospective client very valuable to the Shareholders.

Americans have become a very sophisticated and demanding group of people.  They expect courtesy, attentive service, a wide variety of options, competitive pricing and validated parking.  The least infraction will cause them to go elsewhere for your product or service!  Tim believes the success in your organization begins with the person interacting with your clients on the telephone.

Telephone Etiquette for the business place

Things happen quickly on the telephone.  Clients want answers to their questions.  Oddly enough, a short or confusing answer may cause a client to shop elsewhere.  People will spend more time listening to a friendly person.  Tim explains the importance of a professional demeanor and plan of action while on the telephone with clients, and he shows how to put your best foot forward with callers. 

What can and what cannot be handled on the phone

If you have ever called a help desk only to be told to perform some complicated procedure, you know the importance of conducting business in the proper environment.  Tim believes the easiest way to lose a client’s interest is to bore them with a lengthy or complicated telephone conversation.  Often, matters handled on the telephone could be better handled in a face-to-face meeting.  He explains the importance of brief, focused telephone conversations and how to determine those times you need to meet with a client in person.

Telephone techniques for increased sales

Basic sales techniques are the same, whether in person or on the telephone.  Tim briefly explains the four steps to each successful sales transaction and how to adapt them to phone call situations.  Further, he explains the many advantages of face-to-face selling.

Tomorrow’s business telephone

Wise business people follow and investigate market trends.  Future communication trends are explored, including the need to immediately start doing what your competition refuses to do as you serve your clients.

Employees gain confidence by learning ways to put their best foot forward on the telephone.  Time spent interacting with clients is more wisely used.  Your Company will benefit when customers spend more money with your place of business.