2 Responses

1. Telephone Techniques
   Charlie,
   I have just sent you some Telephone Techniques work you can use to build a workshop/exercises around

   kindest regards
   Buffy
   Rippleeffect

2. Can depend a lot on what you are wanting them to know?
   Some of the training I do involves training inbound and outbound tele-staff.

   We already have a Call Model that we teach the staff and I go over the stages of a call teaching questioning and conversational techniques. For example starting on needs base questions and goals for the customers, features and benefits and handling objections and closing the sale.
   But this does depend obviously on what you are teaching them to talk about.
   One method I use is to record some mock calls onto a CD or use their own calls and at the end of the session they mark the calls on what they have learnt and then practice in role plays. (But I call it – Putting It All Together)
   Sometimes I also either give them pre or post work which requires them to ring a company ie bank, phone, power, and to write down what they think the rep said or did well and what not so well.