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Sales Strategies – Call Center Program
This program reinforces the value of an integrated sales & service model to build a positive experience for members. Call center staff learn about the relationship management cycle which helps manage member relationships across delivery channels. Staff will learn how to create opportunities for expanded service by selling additional products & services. Typical credit union call center examples are used to directly engage learners in their own reality and challenges. They will be able to immediately apply skills & strategies to calls they handle that day.
This Program is Designed for
- Call center representatives
- Call center supervisors
Learning Objectives
- Identify and act on sales opportunities from inbound calls and service requests
- Initiate outbound calls to targeted members around additional needs and service follow-up
- Establish new member relationships that can be more readily expanded into long-term relationships
- Differentiate the credit union from competitors
Program Content
Sales Strategy
- General Principles of Telephone Selling
- Defining Member Loyalty
- Relationship Management Cycle
- Getting Comfortable Selling Over the Phone
Sales Skills
- Asking High-Impact Questions
- Communicating Personal Benefits
- Gaining Commitment
- Using Listening Skills
- Testing for Reaction
- Handling Resistance and Concerns
Sales Processes
- Responding to an Expressed Member Need
- Turning a Problem Into a Sale
- Transitioning From Service to Sales
- Conducting a Follow-Up Call
- Developing Member Relationships Through Outbound Sales
Training Time
- 9 modules
- 13-25 Hours
- More than 100 examples and exercises
100% Guarantee
CUNA Center for Professional Development is committed to providing a quality learning experience with cutting-edge topics and expert instructors. If for some reason you are not fully satisfied, contact us and we’ll provide you a full tuition refund or credit.
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