Course Curriculum

  • 01

    Customer Experience

    • Phone Experience Challenges

    • Sales Phone Assessment

    • Greeting Best Practices for Sales Customers

    • Call Transfer Best Practices for Sales Customers

    • Creating a Consistent Sales Phone Experience

    • Knowledge Check
  • 02

    Process Management

    • Components of a Solid Inbound Sales Call Process

    • All Calls Recorded

    • Receptionist Log

    • Phone Opportunity Card

    • 15 Minute Follow-Up Window

    • Sales Management Engagement and Accountability

    • Knowledge Check
  • 03

    Lead Management

    • Lead Management Basics

    • Understanding Sales Lead Management

    • Handling Fresh Inbound Sales Leads

    • Serve Don't Sell Mentality

    • Serving Customers in Micro-Moments

    • Sales Lead Follow-Up
  • 04

    Turning Ideas Into Implementation

    • Operationalizing New Standards

    • Aligning Processes with Tools & Technology

    • Knowledge Check

    • Process Mapping for Inbound Calls

    • Seamless Processes Create Omnichannel Customer Experiences
  • 05

    Course Completion Test

    • Managing Phone Leads for Sales

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