Our organization expects us to make the most of every customer contact. As more customer service teams and call centers move toward cross-selling and up-selling, we need to be both service and sales representatives. This requires the knowledge and skills to build relationships, ask the right questions, close sales, and ensure that our products and services exceed customer expectations. This session provides the basics for you to make the most out of inbound sales opportunities. When customers call us, there is a specific reason they made the effort. Whether to place an order, ask a question, or register a complaint, there is a real person at the other end of the line � not an account number. Many times we must break through communication barriers to understand the reason for the call. Inbound calls take patience and effective human relations skills. Learn to identify the small changes that can make a big difference in customer service. By doing so, you will build confidence in yourself and your ability to succeed when inbound call opportunities occur.
� Identify small changes that can make a big difference in customer service � Identify ways to maximize inbound sales and customer service opportunities � Apply principles and conversational language to build confidence during customer interactions � Use the Information Gathering Model to evaluate how to best meet the caller�s needs