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Power Packed Telesales

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Date
Time
Country Venue
1/11/2016 - 2/11/2016 9AM - 5PM Malaysia Armada PJ

Overview

This Telesales and telemarketing training program takes a practical approach in terms of
enhancing skills that are imperative for Sales and Service professionals to perform both their
functions confidently.
Learning of each key element of Telephone Sales, Handling Objections, Closing and Cross
Selling has been included, in order to give the professionals a complete understanding of how
to apply the required skills.

Learning Outcomes

By the end of the course, participants will be able to:

Structure calls more effectively
Understand the elements of successful telephone communication and improve skills in
this area
Cross Sell other products if required
Improve questioning and listening skills
Identify customers real needs and match with appropriate benefits.
Sharpen their closing skills in order to clinch the sale.
Handle objections effectively and treat them as new opportunities
Build better relationships with difficult prospects using empathy
Recognize each prospects unique telephone personality and tailor offering accordingly
Seek buying signals and act accordingly
Employ a Strategic telesales management system
Experience a substantial increase in New Sales
Enhance skills through Telesales and Customer Service training
Increase the 3 Ps namely:Productivity, Performance and Profits


Who Must Attend

Telesales and Sales Personnel

Customer Service

Course Details

This program content has been designed to include a combination of simulations, activities and
exercises in order to support the above listed understanding, approach and objectives. Details
follow:

Mental Approach during each call

Day 1- 9.00am 5.00pm

Module 1: Prospect Behaviours

Understanding and reacting to various customer types (Activity-Forest Fire)
The assertive prospects
The difficult prospect
The talkative prospect
The passive prospect
Module 2: Call Components
The introduction
The greeting
Answering the phone (Call backs) *(Activity-The Diagram)
Communication
Persuasive Speaking
Making your voice count
Tone assessment
Tone characteristics (*Activity-Pass the message)
Listening effectively
Facets of active listening
Active listening techniques (*Activity-Blinded by the phone)
Dealing with lack of body language
Words and phrases to use
Words and phrases to avoid
Module 3: Activity-20 Questions (role- play)
The art of probing for needs exploration

Module 4: Key to persuasiveness (role-play, discussion, simulation)

Activity Selling the unsellable

Day 2- Morning session 9.00am Lunch Time

Module 5: Selling in telesales

Probing Skills for needs exploration
Acknowledging the NEED
Matching the NEED through Benefits / Selling
Testing the water
Closing Skills

 Gaining Commitment
Gaining alternative commitment
Handling objections
Handling Buying Signals
Module 6: Developing the Telesales Script / Call Guide through work exercises.
Profiling prospective customers / callers
1. 1st time customer
2. Experienced customer or investor
3. Difficult Customer
4. Ideal Customer
Action Plan for each type of prospect
Probing questions to identify the type of caller
Product Features and Benefits Analysis
Day 2- Afternoon session (Lunch Time - 5.00pm)
Module 6: Developing the Telesales Script / Call Guide through work (continues)
Needs acknowledgement statements
Matching our product features to the need
Matching needs statements using benefits selling
Asking for the sale or Closing questions
Rebuttal statements for all possible objections and scenarios
Module 7: Developing 2-way communication over the phone and Role play and call flow
practice
Put it all together and action plan.

Methodology

Interactive input, case study presentation, group discussion and role play.

Course Leader

Mr S Moghalis aCertified Trainer byHRDF, Malaysia.He brings to you over 15 years of experience in call centre training,
customer services, telesales and tele-debt trainings and consultancy. Shahrukh believes that front-liners deserve to be
assured of their importance in the overall mix of the organizational structure.
The experiences that he has injected into his call centre training and consultancy date back to 1990 when he began his career
as a call centre agent in the United States. Subsequently, he moved up the ranks of agent to team leader to internal trainer
over a period of 6 years. Since then, he has been actively involved with developing agent and team leader skills within call
centre teams in a multitude of industries including Media Prima, Banking, Insurance, Manufacturing, BPO companies,
Pharmaceutical Sales Companies, Software Developers and more.
This experience as a customer service trainer and project coordinator has been instrumental in the development of his
understanding of call centre agent and team leader psychology, what drives each position and how skills are developed in
each area.
He is a GEM as a trainer.He is active, friendly and approachable. He makes his participants feel at ease and relax during his
sessions. Hes highly pragmatic and only shares and trains what he know best to help participants gain the pertinent skills to
enhance their own confidence and effectiveness.
Shahrukh is the founder of ThePLEASE!Workshops which train front liners to implement winning Customer Interaction
Tools such as to Probe, Listen, Empathize and Articulate. ThePLEASE!Workshops are suitable for any executive who
interacts with customers regularly. A powerful too, especially inCall Centre Agent skills development.His training sessions

are filled with an air of positivity and motivation for the participants. His training style revolves around Concepts, Application,
Reflection and most of all FUN!!
Shahrukhs call centre training clients:

1.Maxis Berhad Call Centre Outbound Tele-Debt Collector and Team Leader assessment
and training
2.Reliance Berhad Call Centre High Impact Telesales Skills (Assessment & Training)
3.Affin Bank Berhad Call CentreTelephone debt collection skills
4.HSBC Bank Malaysia Berhad Branch TELESALES training of financial products
5.HSBC Bank Malaysia Berhad Call Centre CRM training for the DRM Team
6.Hong Leong Group Call Centre Finance, Bank, Assurance and Customer Service
7.Honda Malaysia Sdn.Bhd. Call Centre Customer Service
8.The Bank of Nova Scotia Berhad Financial products telesales
9.Malaysia National Insurance Call Centre Sales training for a Child Education plan
10.Legend Hotel Call Centre Time Share appointment and Customer Service training
11.Palace of the Golden Horses- Time Share Telesales
12.Bumiputra Commerce Bank BerhadCall Centre Phone Banking telesales
13.Malaysian Oxygen Berhad Call Centre Call Centre Telesales & Teleservice
14.Malaysia Airlines Golden Boutiques Buy n Fly card telesales training
15.New Straits Times Classified Ads-Call Centre & Face to face service
16.Utusan Melayu Call Centre Classified Advertising-Outbound Telemarketing Skills
17. Elken Sdn Bhd Counter Service / Effective Communication / Customer Service
18. British American Tobacco Effective Communication and Selling Skills (Kent)
19.Yellow Pages Call Centre Appointment setting Skills
20.MNI Oneline Call Centre Telesales and Teleservice training
21.Zuellig Pharma Call Centre - Customer Service and Team Leader Training
22.AmAssurance Call Centre Setting up a new Telesales Unit & Call centre training
23.RHB Bank Call CentreOutbound Telesales Training
24.Maybank Group Contact Centre Outbound Telesales Skills (Insurance products)
25.OCBC Bank (Malaysia) Berhad Outbound Telesales Skills transactional banking
26.Bank Rakyat Call Centre Telesales and Service training
27.SP Setia Outbound Telesales skills
28.Bonuslink Call Centre Outbound Telesales Skills & Inbound Customer Service
29.Etiqa Insurance Berhad Brand Delivery training campaign
30. CSC Malaysia Berhad BPO Call CentreEnsuring contact centre success
31. Mitsubishi Motors Malaysia Call centre Customer Service Skills
32.Mimos Berhad Mutiara Smart Computing Call Centre Customer Service Skills
33. Citylink Express Courier Call CentreCall Centre Customer Service Skills
34. POS Malaysia Call Centre Pos Laju Call centre debt collection skills
35. DKSH Malaysia Call centre agent assessment and one to one coaching
36. Gibraltar BSN Life Insurance Berhad Formerly UniAsia Life - Call Centre Telesales
37. Corporate Information Travel Service Based Telephone Techniques & Handling Difficult
Callers
38.HRDF PSMB Call CentreCustomer Care Excellence

Testimonies

Helps me to plan how to create another breakthrough in sales after being the top
achiever in Indonesia.Eka Winarto - PT Bank Negara Indonesia, (PERSERO)

We should have a tough mind. The skills of analyzing and planning. The training was
great and professional.Walid Baccar, Regional Sales Manager, Shaker Group- Saudi

I learned how to solve problems more effectively. Mohydine Ramadan, Sales

Manager, Shaker Group.

I learned to look at things from different perspectives Tarek Koujou, Sales Manager,
Shaker Group - #1 LG distributor in KSA

Teamwork is very important. The training was great. Marwan Bushnak, Head of Sales
Manager-Eastern Region, Shaker Group, Saudi.

Mr S. Moghal, the trainer, has good presentation skills and substantial telesales
knowledge. I learned useful telesales skills during the course. By using LIST, USA and
role playing, I am more confident to perform my telesales when work. Guest Services
Assistant, Genting Malaysia Berhad.

The training delivered by my trainer, Mr S. Moghal, is excellent. His training as was

interesting and never a dull moment. He is shared his 20 years of telesales knowledge
with us openly. After the course, I am confident to do telesales and I feel that I have
improved on how to speak to my customers. Guest Services Assistant, Genting
Malaysia Berhad.

During the course, I learn how to talk to different types of customers on the telephone.
After the course, I believe that I can be an excellent and professional tele agent. The
trainer is great because he can customise the training to suit our specific needs.
Assistant Manager, Genting Malaysia Berhad.

From this Power Packed Telesales course, I learned about the effective way of
telemarketing. Role playing is one of the interesting activities that help us to spare and
increase our confidence in facing difficult situations and difficult customers on the
phone. - Guest Services Assistant, Genting Malaysia Berhad.

Areas of the training that I like are LIST, USA, Empathy and Role Playing. This telesales
training is so fun and interesting. I learned a lot of telesales techniques which I didnt
get from other many trainings that Ive attended. After the course, I can build my
confidence and understand customers psychology better. - Guest Services Assistant,
Genting Malaysia Berhad.

Investment

Normal fee
Sign up 1 pax
Pay before course starts
MYR 2,780.00
USD 650.00
Early Bird
Sign up 1 pax
Pay 14 days before course starts
MYR 2,180.00

 USD 500.00
Group Fee
Sign up 3 pax or more
Pay 14 days before course starts
MYR 2,080.00
USD 480.00

(Fee inclusive of GST, Buffet Lunch, Refreshment, Welcome Pack, Training Materials Certificate of Achievement)

Certificate
Upon successful completion of this program, you will receive a Certificate of Achievement.
Certificates are distributed on the final day of the program.

Payment mode:
1. ONLINE PAYMENT by Credit card: You can opt to register and pay online with our latest
payment integration system through our website.
2. BANK IN CHEQUE
Bank in and then scan the Bank-in slip and email to us before the course commence to confirm
your seat.
Courier your cheque payment to our Finance HQ.
*Note that we DO NOT take any payments during the event.
3. BANK IN CASH:You can also pay by cash through bank-in our company bank account.
4. Telegraphic Transfer- You can also opt to use GIRO or telegraphic transfer of payment via
international banks.