Course Overview
By understanding the importance of the professional sales process, students develop the essential skills necessary for sales applications in inbound and outbound call centres. These skills include pre-call planning, building rapport, identifying needs and buying signals, up-selling and cross-selling techniques, overcoming objections and achieving closure. The program places special emphasis on business ethics and value for the customer. Skills are developed and practiced in a call centre training lab with examples that are typical of call centres in the financial, telecommunication, retail trade and tourism industries.
- Retired
- This course has been retired and is no longer offered. Find other Flexible Learning courses that may interest you.
Learning Outcomes
At the end of this course, the student should be able to:
- Describe the role of sales in the business environment.
- Explain Maslow's theory of motivation as it applies to buyers and sellers.
- Describe the characteristics of a successful salesperson.
- Describe the types of call center sales organizations.
- Explain the importance of sales skills even if not working in a sales organization.
- Apply knowledge of the sales process in telephone sales.
- Explain the importance of pre-call planning.
- Describe the steps for pre-call plan.
- Describe the steps in the sales process.
- Demonstrate the ability to identify customer's needs and offer the best solutions.
- Apply techniques necessary to build rapport with customers.
- Distinguish between features and benefits of products and state their importance to selling products.
- Identify buying signals.
- Apply appropriate closing techniques.
- Apply advanced sales techniques in telephone sales.
- List the advantages of objections.
- Categorize the types of objections.
- Demonstrate the ability to identify and overcome objections.
- Identify cross-selling and up-selling opportunities within a sales organization.
- Analyze business information from the perspective of the sales organization.
- Identify sales organizations.
- Identify products, customers and competitors of sales organizations.
- Present information in verbal and written form.
Effective as of Fall 2003
Programs and courses are subject to change without notice. Find out more about BCIT course cancellations.