Looking for inspiration for your telephone training courses? In this post I’ve pulled together some of my top free resources, tips and news for trainers working in sales and customer service. Fun and effective icebreakers, energisers, infographics, blogs and videos – there’s some good stuff out there if you know where to look!
Free e-book on creative facilitation techniques
Free download from the ASTD (American Society for Training and Development) this 20-page book gives an overview of different instruction methods and when to use them. Skip to the end for handy tips and checklists.
Communication and listening skills exercises
No less than 26 communication exercises gathered from LinkedIN discussions in this excellent post from the Trainers Warehouse blog. The paper folding exercise never fails to impress.
Free sales training content
Businessballs is a huge repository of free training resources, but it can be overwhelming. This section on sales training covers sales terminology, theories and methods. There are similar sections on cold calling techniques, customer service and empathy – which includes listening and handling complaints.
Video guide to effective communication
Need some light relief? A short, training-room friendly YouTube video about the importance of asking the right questions.
Why people don’t make sales calls
Seven excuses why people don’t make the sales call, and how to challenge them. From the sales consultancy blog at Tack International. Lots of tips in their archived posts as well.
Customer service skills infographic
This infographic outlines no less than 25 skills a person needs to deliver excellent customer service. Who said it was easy?
40 eye-opening customer service quotes
Inspiring quotes from this Forbes article. How about: “Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong. ~ Donald Porter
Free training games
Another huge resource for free training games, quizzes and tips is thiagi.com – there are 396 games on this page alone. Check out #73 Concern for Customers for a game on empathy and #229 Objections for a roleplay game on objection handling.
Very funny short video about listening
It’s not about the nail – a hilarious video that still manages to get across an important point about listening.
Also, don’t forget to download the 7 checklists for reviewing role-plays from our website if you haven’t already.
Phew – a lot of good resources – I hope you find them useful!
Image courtesy of stockimages / FreeDigitalPhotos.net