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Telephone Techniques - Incoming & Outgoing Calls

This telephone training course deals with telephone etiquette when making both incoming and outgoing calls. Live calls are made to help delegates improve their skills in these vital areas.

This Telephone Techniques - Incoming & Outgoing Calls course is available throughout the UK.

CPD Value 5.5 Hours

Select specific date to see price, venue and full details.

Learning Objectives

  • Greater confidence to make outgoing calls professionally
  • Greater confidence to handle incoming calls courteously and professionally
  • The ability to get through to the right person
  • Increased confidence to return calls
  • To return to the workplace with genuine leads generated during the course
  • Discuss and resolve any obstacles and problems

Course Content

09:30 - 10:00 Coffee & Course Objectives

10:00 - 10:45 Task 1 (What do we hate about calling other companies?)

10:45 - 11:15 Participant to make Outgoing Calls.

11:15 - 11:45 Incoming Calls - The Basics (First impressions, Answering the Telephone, The Correct Vocabulary, Keep In Touch, Details)

11:45 - 12:00 Coffee Break

12:00 - 13:00 Outgoing Calls (Who?, Why?, When?)

13:00 - 14:00 Lunch Break

14:00 - 14:30 Task 2 (What do you really want to achieve with these calls?)

14:30 - 15:15 Negotiating Skills On The Telephone

15:15 - 15:30 Coffee Break

15:30 - 16:00 Participant to Make Outgoing Calls

16:00 - 16:30 Using A Prospect System (Following up enquiries effectively)

16:30 - 16:45 Summary & Action Plans Agreed

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