• Lesson

The Sales Process: Lesson 2 Types of Questions

  • 6m
  • Editable

This lesson will cover the importance of following the sales process and offers help and tips to achieve the best delivery of a sales call by looking at the end to end process.

Learning Outcomes for this lesson include:
Understand the way to prepare for, and deliver the sales conversation.

This lesson will help to enable your learners explore the sales opportunity with a potential customer to deliver the right result

Watch Content Preview

Accreditations and Endorsements

CPD certified

Also in Contact Centre Micro

Workforce Management: Lesson 1 Forecasting
lesson / 6m

Having the right number of staff available at the right time can have a huge impact on the quality and consistency of service delivered […]

View
Workforce Management: Lesson 2 Daily Patterns
lesson / 6m

Having the right number of staff available at the right time can have a huge impact on the quality and consistency of service delivered […]

View
Workforce Management: Lesson 3 Managing Change
lesson / 6m

Having the right number of staff available at the right time can have a huge impact on the quality and consistency of service delivered […]

View
Workforce Management: Lesson 4 Managing Performance
lesson / 6m

Having the right number of staff available at the right time can have a huge impact on the quality and consistency of service delivered […]

View
The Sales Process: Lesson 1 Approaching a sales call
lesson / 6m

This lesson will cover the importance of following the sales process and offers help and tips to achieve the best delivery of a sales […]

View
The Sales Process: Lesson 3 Handling Objections
lesson / 6m

This lesson will cover the importance of following the sales process and offers help and tips to achieve the best delivery of a sales […]

View
The Sales Process: Lesson 4 Closing the Sale
lesson / 6m

This lesson will cover the importance of following the sales process and offers help and tips to achieve the best delivery of a sales […]

View
Team Priority Management: Lesson 1 Time Stealers
lesson / 6m

Work in the fast moving world of contact centres means that the only guarantee is change. Without proper prioritisation this can create a stressful […]

View
Team Priority Management: Lesson 2 The Matrix
lesson / 6m

Work in the fast moving world of contact centres means that the only guarantee is change. Without proper prioritisation this can create a stressful […]

View
Team Priority Management: Lesson 3 The Circle of Influence
lesson / 6m

Work in the fast moving world of contact centres means that the only guarantee is change. Without proper prioritisation this can create a stressful […]

View
Team Priority Management: Lesson 4 The Payoff Matrix
lesson / 6m

Work in the fast moving world of contact centres means that the only guarantee is change. Without proper prioritisation this can create a stressful […]

View
Team Priority Management: Lesson 5 The 3Ds
lesson / 6m

Work in the fast moving world of contact centres means that the only guarantee is change. Without proper prioritisation this can create a stressful […]

View
Rapport Building: Lesson 4 It’s Not Just What You Say
lesson / 6m

Rapport building is a critical part of the communication process. A lack of rapport will affect the outcome of any conversation. If the customer […]

View
Problem Solving: Lesson 3 What’s the Plan?
lesson / 6m

A team can always improve. This is not to say they are doing anything wrong, but it might be that there is a better […]

View
Problem Solving: Lesson 4 Mind the Gap
lesson / 6m

A team can always improve. This is not to say they are doing anything wrong, but it might be that there is a better […]

View
Rapport Building: Lesson 1 Why is Rapport Important?
lesson / 6m

Rapport building is a critical part of the communication process. A lack of rapport will affect the outcome of any conversation. If the customer […]

View
Rapport Building: Lesson 2 Get Off to a Good Start
lesson / 6m

Rapport building is a critical part of the communication process. A lack of rapport will affect the outcome of any conversation. If the customer […]

View
Rapport Building: Lesson 3 Listening and Responding
lesson / 6m

Rapport building is a critical part of the communication process. A lack of rapport will affect the outcome of any conversation. If the customer […]

View
Problem Solving: Lesson 1 Here to Help
lesson / 6m

A team can always improve. This is not to say they are doing anything wrong, but it might be that there is a better […]

View
Problem Solving: Lesson 2 What’s the Problem?
lesson / 6m

A team can always improve. This is not to say they are doing anything wrong, but it might be that there is a better […]

View
Metrics for Managers Lesson 5 Percentage of Calls Answered
lesson / 6m

In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]

View
Metrics for Managers Lesson 6 Quality
lesson / 6m

In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]

View
Metrics for Managers Lesson 7 Abandonment Rate
lesson / 6m

In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]

View
Metrics for Managers Lesson 8 Staff Costs and Staff Engagement
lesson / 6m

In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]

View
Metrics for managers Lesson 9 CSAT/NPS
lesson / 6m

In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]

View
Metrics for Managers Lesson 10 Error Rate and Goodwill
lesson / 6m

In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]

View
Metrics for Managers Lesson 11 First Contact Resolution
lesson / 6m

In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]

View
Metrics for Managers Lesson 12 Volume
lesson / 6m

In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]

View
Metrics for Managers Lesson 13 Adherence
lesson / 6m

In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]

View
Metrics for Managers Lesson 14 Compliance
lesson / 6m

In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]

View
Metrics for Managers Lesson 15 Credibility and Responsiveness
lesson / 6m

In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]

View
Metrics for Managers: Lesson 16 Team Culture and Bad Behaviour
lesson / 6m

In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]

View
Metrics for Managers: Lesson 2 Why do Metrics Matter?
lesson / 6m

In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]

View
Metrics for Managers: Lesson 3 Contract Type
lesson / 6m

In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]

View
Metrics for Managers: Lesson 4 Average Handling Time
lesson / 6m

In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]

View
Metrics for Managers: Lesson 1 Introduction
lesson / 6m

In this module, we will explore the application of the science and measurements commonly used in contact centres. These metrics are the heartbeat of […]

View
Live Chat: Lesson 3 What not to say…
lesson / 6m

Live Chat can be used as a further channel of communication for customers and the same customer service standards should still apply online as […]

View
Live Chat: Lesson 4 Quality
lesson / 6m

Live Chat can be used as a further channel of communication for customers and the same customer service standards should still apply online as […]

View
Live Chat: Lesson 1 Why Live Chat?
lesson / 6m

Live Chat can be used as a further channel of communication for customers and the same customer service standards should still apply online as […]

View
Live Chat: Lesson 2 First Contact Resolution
lesson / 6m

Live Chat can be used as a further channel of communication for customers and the same customer service standards should still apply online as […]

View
Handling Brave Conversations: Lesson 1 Preparation
lesson / 6m

Modern businesses are driven on having the right conversations at the right time, it could be a reassuring piece of encouragement or a well […]

View
Handling Brave Conversations: Lesson 2 Why Reading Moods Matter
lesson / 6m

Modern businesses are driven on having the right conversations at the right time, it could be a reassuring piece of encouragement or a well […]

View
Handling Brave Conversations Lesson 3 How Do I Steer a Conversation?
lesson / 6m

Modern businesses are driven on having the right conversations at the right time, it could be a reassuring piece of encouragement or a well […]

View
Handling Brave Conversations: Lesson 4 Adjusting Your Approach
lesson / 6m

Modern businesses are driven on having the right conversations at the right time, it could be a reassuring piece of encouragement or a well […]

View
Empathy: Lesson 1 What is Empathy?
lesson / 6m

Empathy is the ability to ‘put yourself in another person’s shoes’ – to understand another person’s point of view and reality. Being empathic, means […]

View
Empathy: Lesson 2 Cognitive Empathy
lesson / 6m

Empathy is the ability to ‘put yourself in another person’s shoes’ – to understand another person’s point of view and reality. Being empathic, means […]

View
Empathy: Lesson 3 Emotional Empathy
lesson / 6m

Empathy is the ability to ‘put yourself in another person’s shoes’ – to understand another person’s point of view and reality. Being empathic, means […]

View
Empathy: Lesson 4 Compassionate Empathy
lesson / 6m

Empathy is the ability to ‘put yourself in another person’s shoes’ – to understand another person’s point of view and reality. Being empathic, means […]

View
Email Customer Service: Lesson 1 Email Customer Support
lesson / 6m

Every email sent to a customer is an opportunity to connect and enhance their experience with your company or brand. Therefore, it’s important to […]

View
Email Customer Service: Lesson 2 Bring Your Personality
lesson / 6m

Every email sent to a customer is an opportunity to connect and enhance their experience with your company or brand. Therefore, it’s important to […]

View
Email Customer Service: Lesson 3 Email Essentials
lesson / 6m

Every email sent to a customer is an opportunity to connect and enhance their experience with your company or brand. Therefore, it’s important to […]

View
Email Customer Service: Lesson 4 The Impact of Email
lesson / 6m

Every email sent to a customer is an opportunity to connect and enhance their experience with your company or brand. Therefore, it’s important to […]

View
Coaching for Success: Lesson 2 Listen Up
lesson / 6m

In this module, we will start to look at how contact centre team managers can better coach their teams and the skills needed to […]

View
Coaching for Success: Lesson 3 Key Skills
lesson / 6m

In this module, we will start to look at how contact centre team managers can better coach their teams and the skills needed to […]

View
Coaching for Success: Lesson 4 Structuring the Conversation
lesson / 6m

In this module, we will start to look at how contact centre team managers can better coach their teams and the skills needed to […]

View
Coaching for Success: Lesson 1 What is Coaching?
lesson / 6m

In this module, we will start to look at how contact centre team managers can better coach their teams and the skills needed to […]

View