2. Probe. Listen. Empathize. Articulate. Solve. End ™ The PLEASE ! Workshops ™ Telephone Selling Skills Call centre training & consultancy campaign Quality Input Resources Sdn. Bhd. 7-15, PV15, 2A Jalan Danau Saujana, Off Jalan Genting Klang, 53300 Kuala Lumpur Tel: 603-23326665 Mobile: +60123278240 Email: shahrukh@contactskills.com web: http://www.contactskills.com/customer_service_training.html Trainer/Presenter: Shahrukh Moghal PSMB Approved Trainer EMP1654 Principal Consultant Presentation

3. Pre-training call assessment Agent training Team Leader training Post-training call assessment, One to one coaching, Reporting results High Impact Telesales Skills 4 Steps http://www.contactskills.com/telesales_skills_training.html

4. Project Agenda Step 1 Pre-training call assessment 1.Detailed interaction with the management team to understand: Current Telesales approach and review of the existing call script Satisfaction and dissatisfaction levels and reasons Policies and procedures Do’s and don’ts for the consultant Signing of NDA – if required 2.Call Assessment using our assessment form Assessing recorded or live calls (made by a minimum of 10 telephone collectors) Script effectiveness assessment Identifying Customer objections and agreements Rep skill level, Rep telephone behaviour Script effectiveness Identifying Strengths and weaknesses in order to develop customized training modules Developing a Pre-Training Call Performance Assessment Report Adjusting / tailoring telesales training modules according to findings of the report. http://www.contactskills.com/telesales_skills_training.html

5. Probe ListenEmpathize Articulate Solve End TELESALES WITH PLEASE FRAMEWORK Simulations, activities and exercises AGENT TRAINING http://www.contactskills.com/telesales_skills_training.html uncover customer needs, pain points and selling opportunities Active listening Listening through acknowledgment / probing understand the customer’s perspective to develop rapport and trust tone, pitch, inflection, enthusiasm, dialogue guide Benefits Selling. Provide the most intelligent, suitable & targeted solutions. call summary and an open door for the next scheduled follow up The PLEASE ! Workshops ™

6. Project Agenda Step 3 Team Leader training Team Leader Training Topics The Telesales Team Leader's role Team Leadership Strategy Team Development Leadership Skills Coaching for success Call monitoring and the P.E Form Conducting Motivating Briefings Developing scripts Strategizing team motivational activities http://www.contactskills.com/telesales_skills_training.html

7. Project Agenda Step 4 Post-training call assessment & coaching Implementing the new learning (Back to phones) Call Monitoring and post training evaluation Script effectiveness review Fine tuning rep skills and dialogue Individual soft skills evaluation report development Project report development and delivery Has the skills gap been filled? One to One Coaching for final touches Further improvement plan development Delivering motivational activities to team leaders Follow up visit – 2 weeks later (FOC) A follow-up skills retention exercise shall be performed 2 weeks after completion of the project in order to evaluate performance once again and to provide recommendations for further improvement. This session shall be classroom style – 2 hours per group trained. Subsequently, Mr. Shahrukh shall be available for ad-hoc inquiries from trained agents and team leaders through email. http://www.contactskills.com/telesales_skills_training.html

8. CLIENTS TELESALES, TELE-SERVICE OR TELE-DEBT COLLECTION Banks Insurance TechnologyMedia BPO Call Centres and more…….

9. Shahrukh Moghal PSMB Approved Call Centre Trainer +60123278240 shahrukh@contactskills.com www.contactskills.com http://www.contactskills.com/telesales_skills_training.html