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International Endorsement & Education Partners

  Effective Telemarketing and Objection Handling (ETOH)

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For schedule & registration, please click here


Overview & Objective
This one-day course will cover effective strategies and best practices to transform your contact center into a "profit center". Learn how to close sales effectively over the telephone, as well as cross-sell and up-sell services and products. Learn how to sell the benefits of your products and services for increased revenue and opportunities.

Course Discussions and Exercise
Lots of Peer-to-Peer consulting opportunities and exercises allowing participants immediately apply what they have learnt in class.

Who Should Attend
Managers, Supervisors, Team Leaders, Officers and Executives of Contact Centers/Customer Services and telemarketing, as well as people who would like to learn more about consultative selling techniques.

Course Outline

The Value and Function of Telemarketing
• The Market Trend and Effectiveness of Telemarketing
• The Value of a Customer Contact
• Effective Contact Management
• Best Practice & Pre-call Planning
• Process of Telemarketing


Definition & Benefits of Telemarketing

Barriers and Solutions to Telemarketing

Practice of FAB (Features, Advantages and Benefits)

Unique Selling Point (USP)

AIDA Selling Techniques
• Buying cycle of customers
• Questioning Techniques

Skills of Social Style Selling
• Identify customer behavior
• Strategies to handle different customers behaviors

Attitude is Everything

Objection Handling & Closing Technique
• What are the Common Objections
• The Hidden Message of Objections
• Strategies to Handle Objections

Do’s and Don’ts of Selling


For schedule & registration, please click here