15. RECEPTIONIST/TELEPHONIST TELEPHONE ENQUIRY & IN PERSON HANDLING SKILLS (1 day)
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
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