Workshops
Testimonials
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Inspire Development maintain a passion and enthusiasm that is truly infectious and inspires all who come into contact "meaning that the courses give tangible benefits both professionally and personally."
Colin Hurst, Head of Training and Development, Schering Plough Ltd -
I know whatever our requirements are, Inspire Development will tailor make a training course specific to our needs and deliver a programme that the delegates become thoroughly absorbed in.
Sue Birch, General Business Manager, The Vacancy Management Company -
You immersed yourself fully into the programme and the sessions that you facilitated were excellent. The delegates really appreciated your naturally enthusiastic style and listened intently to what you had to say.
Phil Yates, Director, Customised Training Solutions -
I have never witnessed a training session that was delivered in such a way that the delegates left challenged, enthused and motivated to make a change in such a way as Inspire Development does I cannot speak highly enough of the service provided.
Mark Shiner, Sales Trainer, Ortho Biotech -
Throughout 2006 I led a large-scale development programme for one of the UK's largest blue-chip organisations, and I needed a team of highly skilled facilitators to deliver the programme. Kat was recommended to me by a trusted business colleague. It has been a privilege to work with her. Not only is she a consummate facilitator and topic expert, her enthusiasm and passion for her work is infectious and we have received stellar evaluations whenever she has been involved on delivery of a module. She has added immense value to the programme and I look forward to working with her again in the future.
Mary Long, Director, Jordan Consultants -
I know that the team have already given their feedback, but I thought I would write you a note rather than leave a message. I think that the course achieved the brief really well and was relevant to the team. The team were clearly energised when I arrived showing their enthusiasm for the theory and techniques incorporated into the AL session. Kat was a great role-model for the course demonstrating the skills she was advocating. As an excellent course leader, she made it look really easy and completely natural. Kat showed tremendous empathy with the group and tailored the sessions well to keep us all engaged. The group came out with a lot of ideas and solutions to use for the future and I have committed to follow up during our 1:1 sessions and at team meetings to continue the enthusiasm and momentum.
Chris Quinn, Training and Development Manager, Shire Pharma
Thank you both for coming up with a training solution that was so relevant and inspirational.
Telephone Skills Workshop Overview Using the phone whether it is for selling or any other reason is a skill, and that skill can be developed. It has been said that when using the phone, 83% of the message is in the way we use our voice. How we use our voice is important and there are a range of other tips and tools we can use to keep the other person engaged and listening to what we have to say. So if you are making calls to increase your sales and need to get past gate keepers and influence decision makers or are receiving calls and want to engage the caller then we will design the perfect workshop.
Who will benefit We design the workshop to your needs, so if you are a telesales team looking to increase sales or if you are a customer service team we will be able to help you achieve your goals.
Aim
This workshop is designed to help participants create a more engaging telephone style and introduces a variety of tools to increases both confidence and impact.
Example Objectives
· Understand how to make a positive & immediate impression
· Learn tips for getting past gate keepers
· Know how to engage the decision maker
· Understand how to use empathy correctly
· Learn how to use your voice to keep them interested
· Learn how to use your words for maximum impact
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Example Content · Hook statements · Gate keepers and how to get past them · The behaviours and attitudes of being assertive · How to say no assertively · Positive language · The laws of Influencing · A structure for handling a complaint · Selling on the phone · Building rapport with words
Client Feedback
Top Tips
Smile when you dial You create the first impressions for your company. Whenever you talk on the telephone, put a smile on your face first. It will enhance your vocal quality and you will sound pleasant and relaxed. Sit up and aloe you chest to fill with air.
Listen attentively Listen to the person you are speaking with. Do not think about you response until they have finished talking. Listen actively and in the moment focusing on them. Multi-tasking is the enemy of effective listening.
Let other people talk! Make sure your caller has completely finished speaking before responding. Remember: sometimes they aren’t done talking; they are just coming up for air.
Use open-ended questions Get people to speaking more freely. You should always talk less than the person you have called. It makes others feel more comfortable, particularly if you are asking them to make a decision. The more they talk, the easier it is for them to “buy into” what you are proposing.
Create affinity with your callers Speed up or slow down your speaking voice to better match theirs. They won’t realize why they feel comfortable, they just will.
Use your words for best results. Keep in mind you can phrase anything positively, negatively or neutrally. Phrasing your words positively will help you get better results more easily.
Voice mail can be your friend. Avoid leaving voice mail messages but if you must, think of it as a 30 second commercial on a highly rated radio program. You have the opportunity to get your message into the “ears” of your most desired audience. Your message should reflect this.
Plan your telephone presentations in advance. Think out all the various scenarios you might be faced with and write it out. This is called pre-call planning.