Time Communications
Time Communications provides call center services 24
hours a day, 7 days a week. We partner with both large
and small businesses, providing quality customer
support, live telephone messaging, answering service,
and order taking around the clock, 365 days a year.
Sales Skills for Your
Front Line Customer
Service Agents
Take your customer services agents and give
them the tools to help grow your business.
Jamie DesJardins - President
Shauna Hutchinson – Operations Manager
Hire for service and teach the
skill of sales

Does the candidate have experience in areas you need?
Elaborate!

Give examples of a typical sales call and watch their reaction

Ask what their ideal job entails

Ask what GREAT Customer Service looks like to them
Become an expert

Give them the tools and details of
what they are selling

Evaluate how your agents are
performing

Set up an area in your center to
display your services so your
agents can be hands on
Listen to identify needs

LISTEN to your customers
-they will share what services they have on their wish list
-ask them what they want by conducting outbound surveys

LISTEN to your agents
-they will tell you what tools they need to be expert sellers
-be open to their ideas on special offers or sales pitches that
they think would be a success!
Focus on the customer,
not the sale

Why do they need your product / service?
– What are the benefits to them
– Help them understand the benefits and
savings

Think of yourself as the customer
Slowly build your abilities


Add one new skill at a time
-If you have 10 products you want to upsell, start
with one and build as they gain successes
Have them work on selling a specific item
-Find a product or service that can be sold with
anything.
SLOW AND STEADY WINS THE RACE!
Share the $uccess

Track your success daily, weekly, monthly and overall
year impact

How does selling benefit the employee
-team goals
-individual goals

Reward for great sales
6 sales skills for your front line
1.
2.
3.
4.
5.
6.
Hire for service and teach the skill of
sales
Become an expert
Listen to identify needs
Focus on the customer, not the sale
Slowly build your abilities
Share the $uccess
THANK YOU
Questions?????