The one-day Welcome Line training programme is designed to help participants to communicate effectively on the telephone and acquire the skills needed to convert enquiries into sales.

Welcome Line covers:

  1. Introduction
    •   The role of the telephone
    •  Why are we here?
  2. Business, service and the telephone
    •   Creating a favourable impression
    •   Being ready when it rings
    •   Physical location of the telephone
    •   Knowing the functions of your telephone system
    •   Accessing key information
    •   Preparing to make and receive calls
  3. Best practice in the basics
    •   Opening the call
    •   Transferring calls
    •   Screening and interrupting calls
    •   Unattended telephones
    •   Taking messages
    •   Answer phones and voicemail
    •   Closing the call
    •   E-mail
  4. The telephone as a sales and marketing tool
    •   Everyone sells
    •   Key steps and skills when handling enquiries
    •   Up-selling and on-selling
  5. Handling difficult callers and complaints
    •   Increasing business through complaints
    •   Handling telephone complaints
  6. Action Plan