Call Center Training Material -CCA

1. THE
GENERAL
SALES
By Kat

2. The General Sales
“ You may be selling the best
product for the best price, but if
you can’t get and keep your
customer’s attention, you won’t
be able to sell.”

3. The General Sales
 Objectives:
At the end of the lesson, 80% of the
trainees are expected to:
a. Interpret the general selling process.
b. Understand the psychology of selling.
c. Explain the different customer personalities.

4. The General Sales
 References:
 International Call Center Proficiency Training
Courses: Customer Service. Students
Manual. Call Center Academy. Cebu City.
 Dictionary at Google search. Available
Online https://www. Google.com/search.
Retrieved [ March 8, 2019]

5. The General Sales
 The General Selling Process
1. Prospecting and Qualifying
2. Pre-approach
3. Approach
4. Presentation
5. Handling Objection
6. Closing
7. Follow - up

6. The General Sales
 Six Steps in Selling
1. Get a person’s attention or arouse
curiosity.
2. Establish or determine your customer’s
needs and limitation.
3. Show them how you can give what they
want.

7. The General Sales
 Six Steps in Selling
4. Believe in your product.
5. Say no if you don’t have any options.
6. Always try to close the sale and ask for
commitment.

8. The General Sales
 Four Ways to stimulate emotions
1. Share personal stories.
2. Emphasis the benefits.
3. Prove with demonstration.
4. Tap into Fear.

9. The General Sales
 Activity
 Group yourselves into four.
 Create phrases that will fall under the four
ways to stimulate emotions.
 A group representative will share the
answer to the class.

10. The General Sales
 Different Customer Personalities
1. Driver
2. Analytical
3. Amiable
4. Expressive

11. The General Sales
Exercise
Q: What are the different customer
personalities? What can you do as an
agent to handle those types of customers.
A: ________________________

12. THANK YOU!!!