Details for training „Telephone Negotiation Skills”
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Telephone Negotiation Skills

Training Program
  • Role play: “When did the communication started?”
  • Pros and cons of phone conversations
  • How to turn the lack-of-visual-information disadvantage into advantages of phone negotiations
  • Evaluation criteria of a phone conversation
  • Tips to remember before starting a phone conversation, you and your voice, the process of listening to the speaker


  • What is service?
  • Types of service (TUNE).
  • Do you know the needs of a customer?
  • Your attitude towards business is the key to success.
  • The first phrase builds the image of the company.
  • Making of phrases to deal with clients


  • Basics of business communication
  • Speaking skills
  • Listening skills
  • Questioning methods
  • Offer assistance
  • Communication with different types of clients


  • What if several phones ring at the same time?
  • Time and conversation management
  • Special time-saving skills


  • Dealing with tough clients
  • Different types of clients
  • Dealing with complaints
  • Pro-active behavioral model, reactive behavioral model
  • Our inner resources

VI. Conclusion

  • Role plays
  • Group discussion
  • Feedback

Training methods:

Small informative blocks alter with role plays. Thus, each participant will manage to experience the training programme and adapt it according to his/her professional activity.

Training Audience

Wide audience


Language of delivery

Training Place
Check Point Talent Solutions Almaty

Training Duration
2 days, 16 hours

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