Module I:
• Preliminary information
• Introduction
• Telemarketing advantages
• Telemarketing applications
• Telephone versus face to face

Module II:
• Voice criteria
• Telephone label
• Vocabulary to be used / not to be used
• Types of questions
• Interactive communication techniques
• Practical advice

Module III:
• The ” KCC ” law
• Telemarketing script
• Objections / arguments
• Multiple telephone scenarios
• Summary exam

• Role playing (agent / customer) with every trainee
• Case study
• Coaching and tweaking

• Trainer;
• Trainees;
• Private telephone workshops and supervision;
• Analysis and evaluation.