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International Endorsement & Education Partners

  Effective Communication and Objection Handling (ECOH)

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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 a Contact Center

• The changing role of your Contact Center
• The Value of a Customer Contact and Effective Contact Management
• Best Practice, world-class Contact Center


Enneagram & U

  Learn to know your own areas of strength, the areas of non-strength, and ways that help to manage both.

  Identify opportunities for personal and professional


  Enable you to learn about the inner drives, real

needs, and core motives of different personalities –

their own and those of their customers.

  To create a map to understand the inner drive of people that is a major key to communicating more effectively, understanding one another, and avoiding misunderstandings. 

Effective Communication Skills

  Vocal Elements

  Active Listening Skills

  The F.A.S.T. Way

         •  Focus

         •  Assumption

         •  Say Less with More

         •  Tone


Consultative Communication Skill for Sales & Non-Sales Professional with ABCDEFG:

  Avoid Building Consultant Driver Engage Failure Goal

  A.I.D.A Probing Techniques

  USP Selling Techniques


Objection Handling

• What are the Common Objections
• The Hidden Message of Objections
• Strategies to Handle Objections


For schedule & registration, please click here