Description

The set manager manages a team of teleadvisors or telemarketers, organizes their activity and optimizes the production of his set

Who is this training for ?

For whom ?

anyone wishing to become a stage manager

Prerequisites

Training objectives

acquire the knowledge and skills necessary to become a stage manager

Training program

• Expertise
  • Check the identity and contact details of the interlocutor
  • Present or identify the purpose of the call (order, sale, information, complaint, assistance, etc.)
  • Advise a customer
  • Check the availability of a product
  • Record order data
  • Direct the customer and transfer their call to the appropriate contact
  • Contact a customer or prospect
  • Present products and services
  • Carry out a call follow-up
  • Manage incoming and outgoing calls
  • Propose an assistance solution
  • Receive calls in the medical emergency control center, assess the degree of urgency and organize intervention methods (doctor dispatch, hospitalization, repatriation, etc.)
• Know
  • Sales arguments
  • Telephone marketing
  • Telephone sales techniques
  • Sales techniques
  • Principles of customer relations
  • Customer typology
  • E-procurement
  • Customer relationship management (CRM) software packages
  • Office tools
  • Customer management software
  • Telephone call management software
  • Listening and personal relationship techniques
  • Stress management techniques