The Most Effective Call-Center Training Technique You Can Use, Part 2 of 2
In the final installment of this two-part series on call-center training techniques, this week I focus on how working with enthusiasm can make all the difference in your call center’s productivity.
(To read part one, click here.)
Plan for the unexpected
Role-play the entire sale process — opening, closing, upselling, cross-selling — with your customer service representatives (CSRs), and pay special attention to handling objections. Be aware of all of the potential customer objections that could come into play with your product, and come up with multiple rebuttals that your CSRs can use for each.
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Jim Gilbert has had a storied career in direct and digital marketing resulting in a burning desire to tell stories that educate, inform, and inspire marketers to new heights of success.
After years of marketing consulting, Jim decided it was time to “put his money where his mouth was" and build his own e-commerce company, Premo Natural Products, with its flagship product, Premo Guard Bed Bug & Mite Sprays. Premo in its second year is poised to eclipse 100 percent growth.
Jim has been writing for Target Marketing Group since 2006, first on the pages of Catalog Success Magazine, then as the first blogger for its online division. Jim continues to write for Total Retail.
Along the way, Jim has led the Florida Direct Marketing Association as their Marketing Chair and then three-term President, been an Adjunct Professor of Direct and Digital marketing for Miami International University, and created a lecture series, “The 9 Immutable Laws of Social Media Marketing,” which he has presented across the country at conferences and universities.
