15. RECEPTIONIST/TELEPHONIST TELEPHONE ENQUIRY & IN PERSON HANDLING SKILLS (1 day)
WHO FOR
Dealership Receptionists and Telephonists who are the first point of contact for customers, suppliers and other business contacts. Anyone who may pick up the telephone within the dealership who may be the first to del iver poor or good service and a poor or good 1 st impression of your business.
AIMS OF THE PROGRAMME
• To Ensure Understanding Of Why Incoming Customer Telephone Enquiries Are The First And Most Important Part Of A Receptionist's Job
• To Raise And Re-Establish A Standard For Incoming Telephone & In-Person Enquiry Management Throughout Your Dealership
• To Help Convert More Telephone And In-Person Enquirers Into In Person 'Sales Prospects'
• To Give A Method Of Recording All Sales Prospect Enquiries So As To Cross Reference Them With The Sales Department Sale s Activity Recording Process
• To Give Sample Telephone And In Person Scripts And The Rationale Behind Them
• To Provide A Process For Dealing With Angry Customers
• To Identify And Provide Sample Answers For Common Customer Concerns
THE MAIN THEMES THAT WILL BE COVERED ARE:-
• Why Do We Need Professional Telephone & In Person Handling Standards?
• A Sample Job Description For A Receptionist/Telephonist
• A Checklist For Managers For Receptionist Support
• What Your Dealership Receptionist Needs
• Receptionist Procedures For Handling Visitors
• What The Benefits And Dangers Of The Telephone Are
• Incoming Telephone Calls - Your Aim
• What Do Customers Really Want
• What Will Determine Which Dealership A Telephone Customer Will Visit?
• Hints And Tips To Sell Yourself And Your Dealership
• Giving Professional First Impressions - Your Company Telephone Answering Procedure
• Incoming Telephone Calls Standards And Procedures -The 12 Commandments
• Identifying Customer Attitudes By Effective Qualification
• The Recording Process For Incoming Sales Enquiries
• Cross-Referencing Incoming Sales Enquiries For Sales Activity Recording And Management
• Questioning Skills
• Actively Listening Skills
• How To Handle Angry Complaining Customers
• 20 Good Customer Relations Tips
• Non Verbal Communication - The 3 V's
• The 10 Commandments Of Customer Service
• Your Company Telephone Standard Flow Chart