Certified Telesales Executive

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Course Content

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Sales Basics 6 Topics

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Telesales Types

Telesales Features

Types of Orientation

Functions of a Telesales Executive

Developing Skills 13 Topics

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Skills Development

Public Speaking

Personality Development

Self Grooming Tips

Positive Attitude

Different Negativities

Steps to Be Positive

Positive Behaviour

Traits for Positive Behaviour

Behaviour for Successful Sale Person

Telesales Specific Skills

Listening skills

Customer Handling 3 Topics

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Understanding Customer Behaviour

Customers Expectations

Building Customer Relationship

Call Preparation 3 Topics

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Product or Service Knowledge

Knowing the Purpose of Each Call

Telesales Process 6 Topics

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Vaulting the Hurdle

Catching the Prospect’s Interest

Making the Sales Presentation

Overcoming Objections

Team Work 1 Topic

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Formation of a Team

Stress Management 4 Topics

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Consequences of Stress

Reason/Causes of Stress

Signs of stress

Techniques of Stress Management

Time Management 1 Topic

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Time Management Techniques

Computers Basics 11 Topics

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Introduction – What is Computer?

Characteristics of computer

Commonly Used Computer Terms

Units of a computer system

Representation of information

Basic Operations of a Computer – Input, Process and Output

Storage Devices

Types of Software

Disk Organization Terms

Windows XP 9 Topics

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Operating System

Windows XP Professional

Using the Mouse

Windows Explorer

The Control Panel

MS – Word 2003 16 Topics

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File Management

Moving in a document

Printing of documents

Previewing a document

The Formatting Toolbar Icons

Headers and Footers

Font Formatting

Bullets and Numbering

Document Enhancement

Multiple Columns

MS-Excel 2003 8 Topics

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MS-EXCEL Window Elements

File Management

Preset Headers and Footers

Printing document

Selecting cells and data ranges

Functions in Excel

MS-Power Point 2003 7 Topics

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Loading of PowerPoint

Starting with a presentation

File Management

Different Views

Editing the document

Modifying the document

Working of a Slide Show

Inernet 10 Topics

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Networking Concepts

Windows Networking terms

Sharing Local Printer

Connecting to a Network Printer

Sending an E-mail Message from Outlook

Sending email from Google’s Gmail

Download from Internet