Rapport Building through Effective Communications

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COURSE DESCRIPTION:

In the current time, it matters not only what you say. Saying it the right way also matters. Influential individuals are those that not only convey information, but also those that are able to inspire and motivate. When presenting your business or product, it is usually very important that you know how to say things positively. Being in sales, and even in non-sales careers require that you know how to build rapport. It is very easy to get into a business meeting and lose the sale out of lack of rapport.

In this module, we explore how your communication style and positive phrasing can help you build rapport whether it is to clients, your officemates, your boss, new friends, or others. It will allow you to discover new approaches in starting good business relationships, and sometimes even friendly ones, with people.

METHODOLOGY:

Interactive Classroom discussion, multi-media (optional), exercises, and activities.

WHO SHOULD ATTEND:

Managers, Supervisors, Office Staff, Sales Personnel, Customer Service Staff, Public Speakers, Counselors, and any others whose work includes talkingh to people.

COURSE TOPICS:

I – Understanding Rapport
A. What is rapport?
B. Importance of rapport
C. Factors that affect Rapport

II – Conversational/Verbal Communication Skills
A. Listening Skills
B. Showing Your Listening Skills
C. An Empathy Statement

III – Breaking the Ice (Starting the Building-rapport process)
A. Initiating Small Talk
B. Display Listening Skills to Find Common Interest
C. Be Conscious of Your Non-Verbal Cues
D. Show Empathy
E. Use some Humor

IV – Positive Phrasing
A. Words to Use to convey positivism
B. Words to avoid
C. Common Scenarios Exercises

V- Final Activity and Workshop Debrief

Effective Telesales Techniques Workshop

COURSE DESCRIPTION:

A Telemarketing call can either make or break a company’s success. Because of this, it is very important that frontline staff members engaged in Telesales have the basic knowledge and skill on how to properly handle outbound calls in order to build the right image for your company. This training module provides ample information and application thru practice on key ingredients that make up a successful Telesales call to ensure that your staff members are equipped with what they need to succeed.

METHODOLOGY

The session shall be a mixture of interactive discussion and exercises geared to ensure that your associates does not only know how to make effective telesales call, they also have the skill to apply the knowledge when they perform these activities.

OBJECTIVES

After going thru this training, the participants are expected to:

  1. Learn the step-by-step process of an outbound Telemarketing call.
  2. Review etiquette in making outbound calls.
  3. Learn to keep your customers on the phone
  4. Learn basic Objection Handling Techniques

 

TRAINING OUTLINE 

  1. Getting Ready for Telemarketing
  2. Understanding What It Takes
  3. Reflective Assessment (SWOT)
  1. Telephonetiquette
  2. The image of Your Voice
  3. Greeting Your Customer
  4. Respecting Your Customer’s Time

III. Keeping Your Customer on the Phone (Rapport Building)

  1. Vocal Tone
  2. Positive Phrasing
  3. Listening to Your Customer (And how to show it)
  1. The ABC of Objection Handling
  2. Acknowledgement
  3. Bridging
  4. Closing the Deal
  1. Call Simulation

 

Effective Communications, Positive Phrasing, and Rapport Building

In the current time, it matters not only what you say. Saying it the right way also matters. Influential individuals are those that not only convey information, but also those that are able to inspire and motivate. When presenting your business or product, it is usually very important that you know how to say things positively. Being in sales, and even in non-sales careers require that you know how to build rapport. It is very easy to get into a business meeting and lose the sale out of lack of rapport.

In this module, we explore how your communication style and positive phrasing can help you build rapport whether it is to clients, your officemates, your boss, new friends, or others. It will allow you to discover new approaches in starting good business relationships, and sometimes even friendly ones,  with people.

 

Topics:

I – Understanding Rapport

  1. What is rapport?
  2. Importance of rapport
  3. Factors that affect Rapport

II – Conversational/Verbal Communication Skills

  1. Listening Skills
  2. Showing Your Listening Skills
  3. An Empathy Statement

III – Breaking the Ice (Starting the Building-rapport process)

  1. Initiating Small Talk
  2. Display Listening Skills to Find Common Interest
  3. Be Conscious of Your Non-Verbal Queues
  4. Show Empathy
  5. Use some Humor

IV – Positive Phrasing

  1. Words to Use to convey positivity
  2. Words to avoid
  3. Common Scenarios Exercises

V- Final Activity and Workshop Debrief