Program Overview

This program is designed for Telesales Executives and their Team Leaders. Telesales professionals are a unique breed that has to be thick skinned to deal with objections and rejections. They need amazing self-discipline, self-motivation and resilience to keep moving forward through the smoke screen of objections to find sales day in and day out. They need to be professional listeners and eloquent speakers. They realize that they can only survive in this high pressure environment if they begin to look at the world through their customers’ perspective and act accordingly. They employ proven rapport building telephone techniques to gain trust and prosper. They are masters at the ability to create pictures in the prospect’s mind through what they say and how they say it. To top it all off, they require razor sharp consultative selling skills to solve customer problems through offering the most beneficial solutions.

Impactful Telephone Selling Dialogue

Is your dialogue logically sequenced?
Telesales agents talking too much or not talking enough?
Does your dialogue uncover the customer's need?
How much of the script is asking the customer to express his / her needs, requirements, situation, pain points and more?
Are product benefits being sold effectively in your script?
Is your script able to generate Attention, Interest, Desire and Action?

Program objectives

By the end of this program the participants shall:

Get past the gatekeeper with strategy and confidence
Structure calls more effectively
Improve skills in telephone communication
Cross Sell other products if required
Improve questioning and listening skills
Identify customer’s real needs and match with appropriate benefits.
Sharpen their closing skills in order to clinch the sale.
Handle objections effectively and treat them as new opportunities
Build better relationships with difficult prospects using empathy
Recognize each prospect’s unique telephone personality and tailor offering accordingly
Seek buying signals and act accordingly
Employ a Strategic telesales management system
Enhance skills through Telesales and Customer Service training

Methodology

100% Activity based training
Group discussions
Case studies
Interactive storytelling
Video presentation

VIDEO TESTIMONIALS & GENERAL LIBRARY

Shahrukh's Profile

Shahrukh Moghal  is a Certified Trainer by PSMB Pembangunan Sumber Manusia Berhad - Certificate # EMP / 1654. He has over 15 years of experience in call centre training and training coordination. He conducts Certified Contact Centre Professional program subsidised by HRDF under its Graduates ENhancEment pRogrAmme for Employability (GENERATE) scheme for fresh graduates. The experiences that he has injected into his customer contact training and consultancy date back to 1990 when he began his career as a sales and service agent in the United States. Subsequently, he moved up the ranks of agent to team leader to internal trainer over a period of 6 years. Since then, he has been actively involved with developing agent and team leader skills within sales and service teams in a multitude of industries including Media, Banking, Insurance, Telecommunications, Manufacturing, BPO companies, Pharmaceutical Sales Companies, Software Developers and more. This experience as a Call Centre and face to face service and sales trainer and project coordinator has been instrumental in the development of his understanding of front-line staff and team leader psychology, what drives each position and how skills are developed in each area.

 

Shahrukh is the man behind The PLEASE!™ andLEAP!™ Workshops which train front-liners to implement winning Customer Interaction Tools such as to Probe, Listen, Empathize and Articulate. The PLEASE!™ Workshops are suitable for any executive who interacts with customers regularly. The LEAP!™ Workshops are suitable for professionals such as Doctors, Lawyers, School Teachers, University Lecturers and more in their quest to engage their patients, clients, students etc. during the communication process.His training sessions are filled with an air of positivity and motivation for the participants. His training style revolves around Concepts, Application, Reflection and most of all FUN!! Shahrukh is the man behind The PLEASE!™ Workshops which train frontliners to implement winning Customer Interaction Tools such as to Probe, Listen, Empathize and Articulate. The PLEASE!™ Workshops are suitable for any executive who interacts with customers regularly. Especially in Contact centre customer service, Face to face customer service, Telesales and Debt collection through phone. Shahrukh’s youtube channel including frontliner skills development modules is as follows: http://www.youtube.com/channel/UC067zunxivllLuOICKJ9f4gTo view TESTIMONIALS given by clients, please click here: http://www.contactskills.com/testimonials.html

Shahrukh’s clients

Maxis Berhad – Call Centre Outbound Tele-Debt Collector and Team Leader  assessment and training
Reliance Berhad Call Centre – High Impact Telesales Skills (Assessment & Training)
Affin Bank Berhad Call Centre–Telephone debt collection skills
HSBC Bank Malaysia Berhad – Branch TELESALES training of financial products
HSBC Bank Malaysia Berhad Call Centre – CRM training for the DRM Team
Hong Leong Group Call Centre – Finance, Bank, Assurance and Customer Service
Honda Malaysia Sdn. Bhd. – Call Centre Customer Service
ING Insurance – Employee benefit sales and service skills
The Bank of Nova Scotia Berhad – Financial products telesales
Malaysia National Insurance Call Centre – Sales training for a Child Education plan
Legend Hotel Call Centre– Time Share appointment and Customer Service training
Palace of the Golden Horses - Time Share Telesales
Bumiputra Commerce Bank Berhad Call Centre –Phone Banking telesales
Malaysian Oxygen Berhad  Call Centre – Call Centre Telesales & Teleservice
Malaysia Airlines Golden Boutiques – Buy n Fly card telesales training
New Straits Times– Classified Ads-Call Centre & Face to face service
Utusan Melayu Call Centre – Classified Advertising-Outbound Telemarketing Skills
Elken Sdn Bhd – Counter Service / Effective Communication / Customer Service
British American Tobacco – Effective Communication and Selling Skills (Kent)

Shahrukh’s clients continued.........
Yellow Pages Call Centre – Appointment setting Skills
MNI Oneline Call Centre – Telesales and Teleservice training
Zuellig Pharma Call Centre -  Customer Service and Team Leader Training
Eon Bank Call Centre – Debt collection and Call Centre Customer Service
AmAssurance Call Centre – Setting up a new Telesales Unit & Call centre training
RHB Bank Call Centre– Outbound Telesales Training
Maybank Group Contact Centre – Outbound Telesales Skills (Insurance products)
OCBC Bank (Malaysia) Berhad – Outbound Telesales Skills transactional banking
Bank Rakyat Call Centre – Telesales and Service training
SP Setia – Outbound Telesales skills
Bonuslink Call Centre – Outbound Telesales Skills & Inbound Customer Service
Etiqa Insurance Berhad – Brand Delivery training campaign
CSC Malaysia Berhad BPO Call Centre– Ensuring contact centre success
Mitsubishi Motors Malaysia – Call centre Customer Service Skills
Mimos Berhad – Mutiara Smart Computing – Call Centre Customer Service Skills
Citylink Express Courier Call Centre– Call Centre Customer Service Skills
POS Malaysia Call Centre – Pos Laju Call centre debt collection skills
Sunlife Insurance – Call Centre Customer Service Skills
DKSH Malaysia – Call centre agent assessment and one to one coaching
Gibraltar BSN Life Insurance Berhad – Formerly UniAsia Life - Call Centre Telesales
Corporate Information Travel – Service Based Telephone Techniques & Handling Difficult Callers
HRDF – PSMB Call Centre Customer Care Excellence
Gabungan AQRS Berhad – Communication Skills
Marsh Insurance – Call centre customer service skills
Charity fundraising, Donor Acquisition & Retention Skills training for the following entities:

MALAYSIA
UNICEF MALAYSIA, MAKNA - (Majlis Kanser Nasional) or National Cancer Council Malaysia, NKF – National Kidney Foundation, WWF MALAYSIA, BUDIMAS – Charitable fund for orphanages, SUKA SOCIETY - Set up to protect and to preserve the best interests of children
SINGAPORE
BONE MARROW DONOR PROGRAMME (BMDP), SINGAPORE HEART FOUNDATION (SHF), World Wildlife for Nature (WWF), Singapore Cancer Society (SCS), Singapore Senior Citizens’ Home (SASCO), Special Olympics Asia Pacific (SOAP), 365 Cancer Prevention Society (365 CSP)

BHP Billiton – Customer Service Excellence
Aeon Credit Services Sdn. Bhd. – Telesales for financial services
Ekovest Berhad Highway Project – Call centre customer service
Korean Airline – Concentrix – De-fusing angry customers for 2nd support level Team Leaders
MPI Generali Insurance – Customer Care Excellence
Google Malaysia Business Partner – Locus-T – Telephone Appointment Setting and Call Centre Team Leadership Skills
Google Malaysia Business Partner – Locus-T – Customer Service Skills and Serivce Team Leadership Skills
ELK Desa Capital Sdn. Bhd. – Hire Purchase Debt Collection Skills through the phone
MCIS Insurance – Call Centre Customer Service consultancy & training
KWSP – EPF Debt Collection Enforcement training