Time Communications Time Communications provides call center services 24 hours a day, 7 days a week. We partner with both large and small businesses, providing.

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Presentation transcript:

Time Communications Time Communications provides call center services 24 hours a day, 7 days a week. We partner with both large and small businesses, providing quality customer support, live telephone messaging, answering service, and order taking around the clock, 365 days a year.

Sales Skills for Your Front Line Customer Service Agents Take your customer services agents and give them the tools to help grow your business. Jamie DesJardins - President Shauna Hutchinson – Operations Manager

Hire for service and teach the skill of sales Does the candidate have experience in areas you need? Elaborate! Does the candidate have experience in areas you need? Elaborate! Give examples of a typical sales call and watch their reaction Give examples of a typical sales call and watch their reaction Ask what their ideal job entails Ask what their ideal job entails Ask what GREAT Customer Service looks like to them Ask what GREAT Customer Service looks like to them

Become an expert Give them the tools and details of what they are selling Give them the tools and details of what they are selling Evaluate how your agents are performing Evaluate how your agents are performing Set up an area in your center to display your services so your agents can be hands on Set up an area in your center to display your services so your agents can be hands on

Listen to identify needs LISTEN to your customers LISTEN to your customers -they will share what services they have on their wish list -ask them what they want by conducting outbound surveys LISTEN to your agents LISTEN to your agents -they will tell you what tools they need to be expert sellers -be open to their ideas on special offers or sales pitches that they think would be a success!

Focus on the customer, not the sale Why do they need your product / service? Why do they need your product / service? –What are the benefits to them –Help them understand the benefits and savings Think of yourself as the customer Think of yourself as the customer

Slowly build your abilities Add one new skill at a time Add one new skill at a time -If you have 10 products you want to upsell, start with one and build as they gain successes Have them work on selling a specific item Have them work on selling a specific item -Find a product or service that can be sold with anything. SLOW AND STEADY WINS THE RACE!

Share the $uccess Track your success daily, weekly, monthly and overall year impact Track your success daily, weekly, monthly and overall year impact How does selling benefit the employee How does selling benefit the employee -team goals -individual goals Reward for great sales Reward for great sales

6 sales skills for your front line 1. Hire for service and teach the skill of sales 2. Become an expert 3. Listen to identify needs 4. Focus on the customer, not the sale 5. Slowly build your abilities 6. Share the $uccess

THANK YOU Questions?????