Time CommunicationsTime Communications

Time Communications provides call center services Time Communications provides call center services 24 hours a day, 7 days a week. We partner with 24 hours a day, 7 days a week. We partner with both large and small businesses, providing quality both large and small businesses, providing quality customer support, live telephone messaging, customer support, live telephone messaging, answering service, and order taking around the answering service, and order taking around the clock, 365 days a year. clock, 365 days a year.

Sales Skills for Your Sales Skills for Your Front Line Customer Front Line Customer

Service AgentsService Agents

Take your customer services agents and give Take your customer services agents and give them the tools to help grow your business.them the tools to help grow your business.

Jamie DesJardins Jamie DesJardins -- PresidentPresident

Shauna Hutchinson Shauna Hutchinson – – Operations Operations ManagerManager

Hire for service and teach Hire for service and teach the skill of salesthe skill of sales

Does the candidate have experience in areas you need? Does the candidate have experience in areas you need? Elaborate!Elaborate!

Give examples of a typical sales call and watch their reactionGive examples of a typical sales call and watch their reaction

Ask what their ideal job entailsAsk what their ideal job entails

Ask what GREAT Customer Service looks like to themAsk what GREAT Customer Service looks like to them

BecomeBecome an expert an expert

Give them the tools and Give them the tools and details of what they are details of what they are sellingselling

Evaluate how your agents are Evaluate how your agents are performingperforming

Set up an area in your center Set up an area in your center to display your services so to display your services so your agents can be hands onyour agents can be hands on

Listen to identify needsListen to identify needs LISTEN to your customersLISTEN to your customers

-they will share what services they have on their wish list-they will share what services they have on their wish list

-ask them what they want by conducting outbound surveys-ask them what they want by conducting outbound surveys

LISTEN to your agentsLISTEN to your agents-they will tell you what tools they need to be expert sellers-they will tell you what tools they need to be expert sellers

-be open to their ideas on special offers or sales -be open to their ideas on special offers or sales pitches that pitches that they think would be a success!they think would be a success!

Focus on the customer,Focus on the customer,not the salenot the sale

Why do they need your product / Why do they need your product / service?service?– What are the benefits to themWhat are the benefits to them– Help them understand the benefits and Help them understand the benefits and

savingssavings

Think of yourself as the customerThink of yourself as the customer

Slowly build your abilitiesSlowly build your abilities

Add one new skill at a timeAdd one new skill at a time

-If you have 10 products you want to upsell, -If you have 10 products you want to upsell, start start with one and build as they gain successeswith one and build as they gain successes

Have them work on selling a specific itemHave them work on selling a specific item

-Find a product or service that can be sold -Find a product or service that can be sold with with anything. anything.

SLOW AND STEADY WINS THE RACE!

Share the $uccessShare the $uccess

Track your success daily, weekly, monthly and Track your success daily, weekly, monthly and overall year impactoverall year impact

How does selling benefit the employeeHow does selling benefit the employee

-team goals-team goals

-individual goals-individual goals

Reward for great salesReward for great sales

6 sales skills for your front 6 sales skills for your front line line

1.1. Hire for service and teach the skill of Hire for service and teach the skill of salessales

2.2. Become an expertBecome an expert

3.3. Listen to identify needsListen to identify needs

4.4. Focus on the customer, not the saleFocus on the customer, not the sale

5.5. Slowly build your abilitiesSlowly build your abilities

6.6. Share the $uccessShare the $uccess

THANK YOUTHANK YOU

Questions?????Questions?????