Course Curriculum

  • 01

    Introduction

    • First Impressions

    • Information Gathering
  • 02

    Foundations

    • Making Connections by Asking Great Questions

    • Communication Strategies for Call Handling Success

    • Knowledge Check
  • 03

    Development

    • Advancing Callers to the Next Step

    • Establishing Next Steps

    • Knowledge Check
  • 04

    Practical Application

    • Practical Application - Role-play

  • 05

    Course Completion Test

    • Inbound Phone Skills for Modern Retail

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