Telephone Negotiations and Communications

This course covers the role of phone negotiations in an agent’s work, scenarios, scripts, goals, call objectives, call classification, competition during contact, aggression, and reactions to it, as well as handling aggressive situations like when a caller hangs up unexpectedly. It also delves into types of outbound calls, the importance of updating information and its relation to deal structures, and provides examples of information updates.

Difficulty: medium

Duration: 8 hours