Call Center Excellence

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"Turn Every Call Into a Conversion — Master the Art of Selling Over the Phone."

Dominate Every Call. Speak Like a Star. Close Like a Pro. Be the Voice That Sells and Serves.

Step into your power and own the phone. Call Center Excellence transforms experienced professionals into high-performing call champions. You’ll master emotional intelligence, phone persuasion, SMART goal setting, and sales psychology—all tailored to sharpen your voice, your pitch, and your close. From handling objections to benchmarking performance, this course delivers tactical tools to boost conversions and customer satisfaction. Get ready to elevate your call outcomes and lead the conversation—every time.

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Learning Objectives

By the end of this course, you will be able to:

Define and apply dominant buying motives and sales qualification strategies to identify high-potential leads.
Demonstrate effective communication strategies for handling gatekeepers, difficult customers, and call control.
Apply professional phone etiquette and empathetic listening to enhance customer rapport.
Utilize self-assessment tools and sales scripts to personalize communication and increase conversions.
Structure conversations using the STAR method to communicate clearly and purposefully under pressure.
Formulate and apply different types of strategic questioning techniques to drive conversations and uncover needs.
Implement benchmarking methods to analyze and elevate individual and team performance.
Set and commit to SMART goals for measurable, realistic, and timely personal and team development.
Integrate key steps for staying customer-focused and using persuasive selling techniques effectively.
Master proven closing techniques and post-sale engagement to build trust and generate long-term loyalty.

Course curriculum

1. Welcome!
2. Welcome and Overview
3. Learning Outcomes
1. Overview
2. Understanding Customer Buying Motives
3. Creating a Call Plan
4. Worksheet || Active Listening
5. Finding Potential Customers
6. Assessing Lead Potential
7. Scenario Exploration
8. || Review Questions
1. Overview
2. Reaching the Decision-Maker
3. Managing the Call Effectively
4. Handling Challenging Customers
5. Worksheet || Emotional Sharing
6. Documenting and Reporting
7. Scenario Exploration
8. 3 || Review Questions
1. Overview
2. Getting Ready
3. Exercise || Welcoming the Caller
4. Worksheet|| Greeting the Caller 📞🤝
5. Creating a Connection
6. Worksheet || Building Rapport
7. Clear Communication & Vocal Tone
8. Worksheet|| Speaking Clearly
9. Active Listening Skills
10. Worksheet || Effectively Listening
11. Scenario Exploration
12. 4 || Review Questions
1. Overview
2. Personal Evaluations
3. Worksheet || Self-Assessments
4. Using Sales Scripts Effectively
5. Worksheet || Utilizing Sales Scripts
6. Customizing Your Script
7. Worksheet || Making the Script Your Own
8. Understanding the Sales Dashboard
9. Worksheet || Sales Dashboard
10. Scenario Exploration
11. 5 || Review Questions
1. Overview
2. S = Setting the Scene
3. Worksheet || T = Task
4. T = Defining the Task
5. Worksheet || Action
6. A = Taking Action
7. R = Sharing the Outcome
8. Worksheet || Result
9. Scenario Exploration
10. 6 || Review Questions
1. Overview
2. Open-Ended Questions
3. Worksheet || Open Questions
4. Closed-Ended Questions
5. Worksheet || Closed Questions
6. Uninformed Redirection
7. Worksheet || Ignorant Redirection
8. Constructive Redirection
9. Critical Redirection
10. Guided Choice Redirection
11. Worksheet: Positive Redirection
12. Scenario Exploration
13. 7 || Review Questions
1. Overview
2. Key Performance Benchmarks
3. Worksheet || Benchmark Metrics
4. Analyzing Performance Results
5. Putting Enhancements into Action
6. Advantages and Gains
7. Scenario Exploration
8. 8 || Review Questions
1. Overview
2. Why Goal-Setting Matters
3. Setting SMART Goals
4. Worksheet || The Importance of Goals
5. Maintaining Your Commitment
6. Finding Your Drive
7. Worksheet || SMART Goal Priorities
8. Pushing Past Obstacles
9. Scenario Exploration
10. 9 || Review Questions
1. Overview
2. Six Key Elements for Success
3. Worksheet || Six Success Factors
4. Maintaining a Customer-Centered Approach
5. Mastering Persuasion Over the Phone
6. Effective Techniques for Telephone Sales
7. Scenario Exploration
8. 10 || Review Questions
1. Overview
2. Recognizing the Right Moment to Close
3. Strategies for Closing the Deal
4. Nurturing the Client Relationship
5. Post-Sale Engagement and Follow-Up
6. Scenario Exploration
7. 11 || Review Questions
1. Overview
2. Key Takeaways
3. Action Plan
4. Feedback
1. Recommended Reading List

About this course

$50.00
103 lessons

Study Model

Self-Paced
Duration

7 - 8 hrs
Accreditation

CPD Accredited Certificate Included
Skill Level

Intermediate - Advanced