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Accelerating Organizational Effectiveness with Inbound Sales Excellence

Business Challenges Solved with This Course

Communicate Competence

Agents focus on clearly communicating their competence.

Establish Credibility

Agents learn to quickly establish credibility with the inbound caller leading the customer to accept the agent’s recommendations.

Ensure Customer Loyalty

By demonstrating competence and establishing credibility, customers remain loyal over the long term.

Delivery Options

Face-to-Face Workshops

Virtual Workshops

Inbound Sales Excellence

Call centers often yield a return on investment of 20 percent or better and have such an impact on the bottom line that they are sometimes considered to be profit centers with their own income and growth targets for the top line. Effective use of call centers has enabled organizations to expand the reach beyond traditional marketing tools such as advertising, promotions, and personal sales.

What You Can Expect From This Course

Researched and developed by Wilson Learning, Inbound Sales Excellence (ISE) is a compelling customer-service program that dramatically improves how call center agents create value for organizations. It helps participants clearly communicate their competence and establish credibility with customers, who in turn will be more likely to respond to questions, accept the agent’s recommendations, and remain loyal over the long term. During this 2 day workshop, participants will focus on the following key learnings:

The Customer Experience

How to understand the customer’s perspective and what keeps a customer loyal over time and learning to balance call performance measures against the need for high quality customer interactions.

Guiding the Call

How to identify the elements of professionalism to increase customer confidence and earn the right to ask questions and make a recommendation and understanding how to practice “reading” and responding appropriately to customers’ verbal cues.

Discovering Needs

How to use questions that explore the customer’s use of your products and services and how to center on details and more specific information to summarize a good understanding of the customer’s situation.

Providing Solutions

How to use a four-step process for making a recommendation and understand how to implement a five-step process for answering typical technical questions asked by customers.

Finalizing the Sale

How to handle objections, uncover real concerns, and respond to customer resistance, while learning how to use an assumptive closing attitude to complete the sale and close the call.

Enabling Improved Performance

Inbound Sales Excellence (ISE) can be enhanced by application, reinforcement, and support tools. During the course, participants will be given checklists that will ensure program implementation. These checklists can be used after the program is completed to continue implementation of the methods learned. ISE also has a manager component to help call center supervisors learn to coach to the skills the agents learn. Enabling supervisors to support agents and holding them accountable is critical to successful implementation of ISE.

Inbound Sales Excellence is a two day program that features various performance application, reinforcement, and support tools. These additional learning components—pre-work, participant guide, application exercises, job aid cards, implementation guides, electronic reinforcement tools and performance checklists allow participants to fine-tune and apply new skills and behaviors on the job.

After the workshop, Our Learning That Never Stops approach ensures skills learned in Inbound Sales Excellence will be transferred to day-to-day work practices with our extended learning follow-up for self-paced reinforcement.

Involving managers early on, and training them to coach for improved performance, is also fundamental to a successful implementation.

NuVue works with your team to identify your business needs to ensure the delivery of the program targets your business challenges and objectives. Program content can be customized based on your business model.

At the end of the workshop, participants are able to:

  • Know what makes a good call experience and how to build customer loyalty.
  • Be able to quickly communicate confidence and establish credibility so your customers will stay on the phone and respond more comfortably to questions.
  • Be able to use a four-part strategy that has customers willing to share information that helps you add value and create customer loyalty.
  • Be able to make compelling solutions, effectively respond to customer objections, and close the transaction.
  • Be able to close the call or sale in a way that leaves your customers with strong, positive feelings about doing business with the organization.

What our clients are saying

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