Online Courses, Online Classes, Online Learning, Distance Learning, Online Management Distance Courses
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WODIA TRAINING INSTITUTE (WOTI)
MANAGEMENT TRAINING AND SKILLS DEVELOPMENT
WOTI COMPLEX
Online Courses, Online Learning, Online Education, Online Classes, eLearning in CALL CENTER TRAINING
--- Online Learning Just in the comfort of your Home. Access Up to 140 Courses
Self-Paced Home Study, Online Courses
with Accredited Certificates
Home Study, ELearning, Online Courses, Classes to Enhance Your Career,
Personal Development, Sales and Workforce in Business and Management
Develop yourself, improve your management skills, promote
efficiency, sales and acquire leadership competence with
online learning that enhances you Skills and Knowledge.
STEPS TOWARDS ENGAGING IN ONLINE LEARNING
Step 1- Access up to about 140 Courses in Soft Skills including Administrative Skills, Career
Development, Human Resources, Personal Development, Sales and Marketing and also
Information Technology in Microsoft Office.
Step 2. Pay the sum of N80,000 ( eighty thousand Naira only ) per head for Four Months.
Step 3- Access 140 courses for Four Months. Learn, Practice, Take Notes, Improve your Skills.
Step 4- Choose the 6 courses you would wish to obtain Certificates.
Step 5- Obtain your Certificates after successful completion of the 6 courses within
Four Months.
Step 6- Become more creative, strategic, organized and confident with enhanced knowledge
in Administration, Information Technology, Leadership, Marketing, Project and Human
Resource Management. These will lead to Career Advancement, Personal Development that
will strengthen your knowledge in Business, Management and Microsoft Office Skills.

Copyright 2007-Till Date@thewodia.org
Telephone: +234 (0)8023079485;
+234 (0 8133754358
Call Center Training Course Outline:
Module One: Getting Started
Icebreaker
Housekeeping Items
The Parking Lot
Workshop Objectives
Module Two: The Basics (I)
Defining Buying Motives
Establishing a Call Strategy
Prospecting
Qualifying
Case Study
Review Questions
Module Three: The Basics (II)
Getting Beyond The Gate Keeper
Controlling The Call
Difficult Customers
Reporting
Case Study
Review Questions
Module Four: Phone Etiquette
Preparation
Building Rapport
Speaking Clearly - Tone of Voice
Effective Listening
Case Study
Review Questions
Module Five: Tools
Self Assessments
Utilizing Sales Scripts
Making the Script Your Own
The Sales Dashboard
Case Study
Review Questions
Module Six: Speaking Like a Star
S = Situation
T= Task
A= Action
R = Result
Case Study
Review Questions
Module Seven: Types of Questions
Open Questions
Closed Question
Ignorant Redirection
Positive Redirection
Negative Redirection
Multiple Choice Redirection
Case Study
Review Questions
Module Eight: Benchmarking
Benchmark Metrics
Performance Breakdown
Implementing Improvements
Benefits
Case Study
Review Questions
Module Nine: Goal Setting
The Importance of Goals
SMART Goals
Staying Committed
Motivation
Overcoming Limitations
Case Study
Review Questions
Module Ten: Key Steps
Six Success Factors
Staying Customer Focused
The Art of Telephone Persuasion
Telephone Selling Techniques
Case Study
Review Questions
Module Eleven: Closing
Knowing When it"s Time to Close
Closing Techniques
Maintaining the Relationship
After the Sale
Case Study
Review Questions
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
ONLINE COURSE, ONLINE CLASSES, ELEARNING
COURSE CONTENTS OF
CALL CENTER TRAINING