1. Welcome to Effective Sales Communications
Sprint Telecommunications

2. Purpose
The telecommunications industry is the largest competitive industry in the world. Sprint ranks number 1 in root metrics in the US.
In order to stay number 1 in root metrics and rank number one across the board in price, customers, and customer satisfaction, we need to change the way we communicate with customers.
Our company needs to understand each other and our customers instead of continuing the “Tower of Babel” conversations that frustrate customers and cause resentment between departments.
Improving these conversations will build our customer relationships and create a positive team environment throughout the company.

3. Agenda/Topics To Be Covered
What is “Effective Sales Communications”
Why is this training important
Components of the training
Employee benefits
What are the long term effects
How can you help
How long is this program
Summary

4. What is “Effective Sales Communications”
This course is targeted for sales agents new and existing. It is important for sales agents to know how other departments help them complete their sales goals. It is also important for sales agents to know how to communicate with customers to create successful sales that can be retained.

5. What is “Effective Sales Communications”
This course will remind agents appropriate verbiage to use when communicating with customers. Agents also communicate with other departments such as: customer service, credit, collections, and National Sales Support. This course will help understand why it is important to use practical and effective communication skills when communicating with these different departments.

6. What is “Effective Sales Communications”
By the end of this course agents will communicate with customers effectively and efficiently. Agents will have a clear understanding of providing the best sales options for the customer. Finally, the agents will communicate with agents in other departments effectively and efficiently.

7. Why is this training important
The reason this course is detrimental to the success of the company is understanding the needs of the customer will allow agents to sell to the difference. When agents avoid selling to meet quotas and instead make relationship based sales connections, customers are likely to return to purchase additional products and retain their current service.

8. Why is this training important
The agents will learn how to be comfortable assessing the needs of the customer and collaborating effectively with different departments. Sales agents will not have the needs to misdial, or misroute customer needs. In addition, the agent will know exactly what they are calling each department for.

9. Why is this training important
This will save the company money by understanding which departments require downsizing or which departments require additional staff support. This can reduce hold times for all departments. The company will attract new customers and retain existing customers. The overall benefit is saving the company money while retaining satisfied customers.

10. Components of the Training
Agents will learn how to develop and understanding of the customer
How to communicate differently with the customer (verbiage, empathy, conversation style)
What is the customer asking for? (asking discovery questions)
Speak to the customer in the language they understand
Learn how to ask for the sale
“Let’s wrap this contact up” (ending each sale efficiently and effectively)

11. Components of the Training
Understand how different departments can help
Customer Service
Credit
National Sales
Collections
Other support departments – Porting, Tech support, Migrations

12. Components of the Training
How to communicate effectively and efficiently with other departments
Why is it important
What are you asking for?
Appropriate phone mannerisms
When to escalate.

13. Components of the Training
Create the perfect contact
Tools for a successful contact
Start the sale
Provide opportunities
Utilize applicable tools
Close the sale “Lets wrap This up”
Bridge Activity

14. Components of the Training
The training will include assessments and evaluations that are engaging and fun for the team.
Daily pop quizzes to asses the what the learner agents have learned each day
Role play opportunities
Final non traditional summative assessment with will allow learners to give a summary of what they learned and stimulate discussion with other learners.

15. Benefits Health/dental options Vacation/sick leave/holidays
Disability/life insurance
Retirement benefits
Training/educational opportunities
Other benefits

16. Long Term Effects
By the end of this course agents will be able to engage in meaningful conversation with customers that are efficient.
Conversation will be used to determine the customers’ needs and possible future needs.
Agents will learn to build a personal database to follow up with customers based on this information.

17. Long Term Effects
The agents will know the function of each department.
The agents will be able to call departments with clear purpose and intent, because they will understand how each department can help them.

18. How Can You Help: Course Implementation
We need the support of executive to fund classroom resources such as:
A virtual classroom set up with SKYPE
Available tablets in each store
A facilitator room to provide the training

19. How Can You Help: Course Implementation
HR Team
Scheduling
Notification by to existing sales agents
Notification to new employees within the offer letters given to new employees
Designate the company facilitator to conduct the curriculum

20. How Can You Help: Course Implementation
Finally we need the help of supervisors and managers to support the training and provide approval to the sales agents to take the training at the start of their shift.

21. How Long is This Program
Once the program is implemented at the start of the New year in January 2017, this is designed to be a recurring 2 week class for new and existing agents.
Agents will have 2 weeks of virtual training. This training is not new employee training. It is a 1 hour per day supplement.
Existing agents will be included with the new employee classes that will start in January 2017.
Every time there is a new employee training class this course will be conducted. Each class will include existing employees as well.

22. Summary
We have discussed the importance of this training and what the major components of this training are.
The training benefit is to save the company money, gain new revenue and retain good customers.
This training will require adjustment and support of executives, HR, supervisors, agents, and facilitator.
We can implement the training at the start of the New Year January 2017.
The success of this program begins with you.

23. Instructional Plan and Presentation
Juanita Espino Cur 518 Joan Beckner December 19,2016