Programme Name

Professional Approach and Customer Care
Outcome
  • Be able to interact more effectively with a potential or existing customer over the phone\directly.
  • Develop the ability to ask pertinent questions for gathering information and also defusing potential conflict situations.
  • Be able to remove oneself from a situation and maintain professionalism.
NQF Certification Our programmes are with in the National Qualifications framework and our recognised certificates are an incremental step towards a national diploma. The credits available are worked on the course outcome.
NQF Level Level 4
 
CONTENT

Module No.

Outcomes

Assessment Process
1 Effective Communication as a Sales Tool
Be able to Communicate a message to an individual or a group of people
  • What you know? (Information)
  • What you think? (Ideas)
  • What you feel? (Emotions)
  • What you want to do (Intentions) With you own experience. Your communication Methods comply to the standards of the visual, Vocal and Verbal Rating Charts. The speaker and the listener must reach mutual agreement on:
        • Intentions
        • Information
        • Ideas
        • Feelings contained in the talk
  • Assess using rating chart
  • Also practical demonstration
  • Questionnaire
  • Portfolio of Evidence
2 Sales Cycle
Understand where the telephone and telephone skills fit in with the sales cycle and be able to adjust accordingly
  • Questionnaire & Assignments
3 Tele-Sales
Have the ability to sell over the phone and demonstrate the need to change the approach depending on the prospect
  • Demonstration
4 A Professional Approach
To maintain verbal and vocal skills at all times, creating a professional image of the organisation
  • Demonstration & Feedback
5 Creating and Keeping the Customer
Understanding the value of customer service and service excellence, in maintaining good relationships and continued business
  • Assignment Questions
6 Difficult Customers
Be able to defuse and guide on irate customers through pertinent questioning
  • Questionnaire
7 A Passion for Customers
Understand the key areas for sustained business, and the effect a positive attitude have on customer perceptions and relationships
  • Assignment Work

Purpose
  • The use of the telephone is becoming an ever increasing daily activity. How many people are trained to use a telephone effectively?
  • This programme will give participants the necessary skills for effective telephone conversation.
Assessment requirements: Pre-course Assessment for identity of specific needs of the learner
Accreditation requirements: None at present
Style of learning and training
  • Action Learning
  • Group Discussions
  • Practical Work
  • Assignment Work
  • Instructor Comments
  • Instructor Feed Back
  • Video Models
  • Syndicate work
Learning environment Training auditoriums, In-house – company training rooms
Assessment methods Workshop comparative tests Role-plays and questionnaires.
Relevance Assessed with relevant organisational needs and objectives
Integration Theory & Practice: Through the process approx 60% practice – 40% theory
Critical Cros field outcomes:Professional Telephone Manners
Language policy Be able to speak and read English
Learning materials Training manuals and reference books
Cost
R2 200.00 (Excl vat)
Training Venue In-house Training Only
Number of delegates Minimum 8 required
Duration 2 Days