Sales and Pre Sales In
How to take Client Calls

This short course is designed to teach participants the essential skills for handling client calls effectively and professionally. The course covers key aspects such as active listening, clear communication, managing difficult conversations, and ensuring client satisfaction. Participants will learn best practices for call preparation, maintaining a positive tone, and following up after the call. Through real-life scenarios and role-playing exercises, students will gain confidence in managing a variety of client interactions and building stronger client relationships.

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Overview

Overview

Course Learning Outcomes (CLOs):

  1. Demonstrate effective communication techniques during client calls.
     
  2. Apply active listening skills to understand and respond to client needs.
     
  3. Manage challenging client conversations with professionalism and poise.
     
  4. Structure client calls to achieve clear and productive outcomes.
     
  5. Implement follow-up strategies to maintain strong client relationships.

Student Learning Outcomes (SLOs):

  1. Identify the key components of a successful client call.
     
  2. Practice active listening to address client concerns accurately.
     
  3. Demonstrate proper call etiquette, including tone, pacing, and language.
     
  4. Manage client objections and navigate difficult situations during calls.
     
  5. Create a follow-up plan post-call to ensure client satisfaction and resolve issues.

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Study contents

Course Content:

Introduction to Client Calls

  • Importance of client calls in maintaining relationships.
  • Key objectives and outcomes of a successful client call.

Call Preparation

  • Researching the client and setting goals for the call.
  • Structuring the conversation to ensure clarity and focus.

Active Listening and Communication

  • Techniques for active listening during calls.
  • Asking the right questions and confirming understanding.

Professional Call Etiquette

  • Maintaining a positive tone and clear communication.
  • Call etiquette: handling pauses, interruptions, and distractions.

Handling Difficult Conversations

  • Strategies for managing difficult clients or challenging conversations.
  • Defusing tension and maintaining professionalism.

Call Follow-up

  • Creating action plans post-call.
  • Following up to ensure client needs are met and issues are resolved.

Role-Playing Exercises

  • Simulated client calls to practice techniques.
  • Handling different scenarios, from routine inquiries to complex issues.

Final Project: Client Call Simulation

  • Students will conduct a live simulation, applying all learned techniques to manage a client call from start to finish.

Admission

Admission

Admission Criteria:

  • Basic Educational Requirement: A high school diploma or equivalent is required. No specific background in sales or customer service is necessary.
     
  • Interest in Communication: Applicants should have an interest in improving communication skills and interacting with clients in a professional setting.
     
  • Basic Computer Skills: As many client calls may involve digital tools (CRM systems, email follow-up), basic computer skills are beneficial.
     
  • No Prior Experience Required: This is an entry-level course, open to anyone looking to develop or enhance their phone communication skills.

Who Would Benefit from This Course:

  • Customer Service Representatives: Individuals working or aspiring to work in customer service roles where client calls are a central part of the job.
     
  • Sales Professionals: Salespeople who need to improve their phone communication and follow-up techniques.
     
  • Support Staff: Employees in administrative or support roles who handle client inquiries via phone.
     
  • Freelancers and Entrepreneurs: Independent professionals managing their own client communications.
     
  • Career Changers: Individuals looking to transition into roles that involve frequent client communication.

Careers

Career Opportunities After Completion:

  • Customer Service Representative: Handle inbound and outbound client calls, resolve issues, and provide assistance.
     
  • Sales Representative: Communicate with clients over the phone to generate leads, close sales, or provide product information.
     
  • Call Center Agent: Work in a call center environment managing high volumes of client calls, including support and sales roles.
     
  • Administrative Assistant: Provide phone-based support to clients as part of a broader administrative role.
     
  • Client Relationship Manager: Manage ongoing communication with clients to ensure satisfaction and retention.

Student reviews

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Tuition fees

How to take Client Calls (Duration 1 Hours)

A practical course that teaches the essential skills for effectively handling client calls, including communication, active listening, and managing challenging conversations.

400 $

200 $ / Total Cost
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All our study programmes include the following benefits

  • Teaching and study material
  • Marking of your end-of-module exams
  • Monthly live and recorded tutorials
  • Use of the online campus
  • Individual study coaching
  • Online exams
  • Career coaching
  • Learn English for free

Our global recognition

IU is recognised by WES Canada and U.S., which means your degree can be converted to points in the local system for purposes of immigration, work, or studies.

As the first EU institution in UNESCO's Global Education Coalition, IU is committed to ensuring accessible quality education to students in crisis worldwide through free online micro-credentials.

Our company partners

For over 20 years, IU has established partnerships with leading global companies. This offers you the chance to gain firsthand experience through internships and projects and allow us to adapt our learning content to the ever-evolving needs of the labour market. You'll benefit from an education designed to bridge the gap between theory and real-world practice, ensuring your readiness for your future career.

Recognition

Recognition of previous achievements

Have you already completed a training course, studied at a university or gained work experience? Have you completed a course or a learning path through EPIBM LinkedIn Learning, and earned a certificate? Then you have the opportunity to get your previous achievements recognised, and complete your studies at EPIBM sooner.

Save time:

Skip individual modules or whole semesters!
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Send an email to [email protected] to find out which previous achievements you can get recognised. You can get your previous achievements recognised during your studies. Recognition files

F.A.Q

Frequently Asked Questions

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