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
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
