to listen to samples.
| CD ONE
1. Introduction to why the telephone is important 2. The Phone is the core of your business (incl. 'The Dark Side') 3. Water Heaters Demo 4. The Seven Fundamental Screaming realities of phone training Reality No 1 - Your telephone is important 5. Reality No 2 - Your executives must set the example 6. Reality No 3 - Your people need to be trained 7. Reality No 4 - You are living in an informed market 8. Reality No 5 - You must take the time to get it right 9. Reality No 6 - You have to inspect what you expect 10. Reality No 7 - You will experience temporary inconvenience 11. Testimonials from satisfied users 12. Watson and Bell and the Six Rules 13. What was perfect about the perfect answer? 14. Rule 1 - Be Prepared 15. Rule 2 - Be Prompt 16. Rule 3 - Be Personal 17. Getting and using a name 18. When no name is given 19. A live call demonstration 20. Sam's Retreads and how not to do it 21. Sir, Madam, Luv, Darl |
CD TWO
1. Review of CD 1 2. Rule 4 - Be Positive 3. Be positive even if you can't help 4. Rule 5 - Be Polite 5. Listen more – O.A.R.S. Listening 6. Tell more 7. Putting callers on 'Hold' 8. The absent colleague 9. Referring to another colleague 10. Handle it yourself 11. Rule 6 - Be Precise 12. Summary for handling incoming calls 13. Handling Angry Calls 14. Five Principles for handling angry calls. Principle 1 - Angry calls cannot make you mad 15. Principle 2 - Angry People are just upset nice people 16. Principle 3 - Angry People are upset about one thing only 17. Principle 4 - Can't fight fire with fire 18. Principle 5 - Most angry people use emotional barbs 19. Thanks Rule explained 20. T - Thanks 21. H - Hold 22. A - Ask 23. N - Nurse it along K- Keep to the facts Sample Angry Call 24. S- Summarise 25. Swearing and abusive customers 26. Message Bank Messages |
SEE? IT'S GOOD STUFF ISN'T IT?
And you've only heard a few minutes. There's two hours more here. Look at the section titles and see all the valuable advice and training I've packed into these CDs and the e-Book. Why just learning how to handle angry callers is worth about five times the price on its own. And you still haven't heard how to confirm an appointment, to clarify the customer's needs, to cut out telephone tag, to close the sale on the spot, to get the message straight first time... it just goes on!
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