{"id":411,"date":"2016-11-04T13:51:44","date_gmt":"2016-11-04T13:51:44","guid":{"rendered":"http:\/\/leboncall.com\/?p=411"},"modified":"2019-01-14T12:35:44","modified_gmt":"2019-01-14T12:35:44","slug":"call-center-formation","status":"publish","type":"post","link":"https:\/\/leboncall.com\/en\/call-center-formation","title":{"rendered":"L\u2019ENTRETIEN TELEPHONIQUE AU SEIN D\u2019UN CALL CENTER"},"content":{"rendered":"<p><strong><u>L\u2019ENTRETIEN TELEPHONIQUE AU SEIN D\u2019UN CALL CENTER<\/u><\/strong><\/p>\n<p><strong><u>LE CONTACT TELEPHONIQUE<\/u><\/strong><br \/>\n<strong><u>Contraintes<\/u>\u00a0:<\/strong><\/p>\n<ul>\n<li>Sans visuel\u00a0: pas de body langage, on ne peut pas montrer les choses<\/li>\n<li>Bri\u00e8vet\u00e9 du contact: 5-7 min (RDV\u00a0: 30-60 min)<\/li>\n<li>Ma\u00eetrise du message\u00a0: faire face \u00e0 n\u2019importe quelle question<\/li>\n<li>Caract\u00e8re intrusif<\/li>\n<\/ul>\n<p><strong><u>Atouts<\/u><\/strong><strong>\u00a0: <\/strong><\/p>\n<ul>\n<li>Rapidit\u00e9\u00a0: r\u00e9ponse imm\u00e9diate<\/li>\n<li>Interactivit\u00e9: g\u00e9rer tout de suite les objections pr\u00e9textes (pas le temps, plus tard\u2026)<\/li>\n<li>Personnalisation\u00a0: utiliser toutes les informations sur le contact<\/li>\n<li>Souple<\/li>\n<\/ul>\n<p><strong><u>CONCEPTION DES OUTILS<\/u><\/strong><\/p>\n<ul>\n<li><u>Le guide d\u2019entretien<\/u> (= argumentaire\/plan de dialogue\/script d\u2019appel)<\/li>\n<li><u>Le plan de traitement des objections<\/u>: faire inventaire objections probables et travailler pour chacun une r\u00e9ponse possible<\/li>\n<li><u>Le tableau de bord de suivi<\/u><\/li>\n<\/ul>\n<p><u>\u00a0<\/u><\/p>\n<ul>\n<li><strong><u>PREPARATION DU GUIE D\u2019ENTRETIEN\u00a0: CAP\/SONCAS<\/u><\/strong><\/li>\n<\/ul>\n<p><strong><u>SONCAS<\/u><\/strong><strong>\u00a0<\/strong>: permet d\u2019analyser motivations et freins de la cible par rapport \u00e0 l\u2019offre propos\u00e9e.<\/p>\n<table>\n<tbody>\n<tr>\n<td width=\"192\">MOTIVATION<\/td>\n<td width=\"194\"><strong><u>C<\/u><\/strong>ARACTERISTIQUE DE L\u2019OFFRE<\/td>\n<td width=\"192\"><strong><u>A<\/u><\/strong>VANTAGE<\/p>\n<p>ANNONCEUR<\/td>\n<td width=\"192\"><strong><u>P<\/u><\/strong>REUVE<\/td>\n<\/tr>\n<tr>\n<td width=\"192\"><strong><u>S<\/u><\/strong><strong>ECURITE\u00a0<\/strong>: Avoir une visibilit\u00e9, retomb\u00e9es m\u00e9diatiques<\/td>\n<td width=\"194\"><strong><u>\u00a0<\/u><\/strong><\/td>\n<td width=\"192\"><strong><u>\u00a0<\/u><\/strong><\/td>\n<td width=\"192\"><strong><u>\u00a0<\/u><\/strong><\/td>\n<\/tr>\n<tr>\n<td width=\"192\"><strong><u>O<\/u><\/strong><strong>RGUEIL\u00a0<\/strong>: Valoriser son entreprise\u00a0: exclusivit\u00e9, b\u00e9n\u00e9fice image<\/td>\n<td width=\"194\"><\/td>\n<td width=\"192\"><strong><u>\u00a0<\/u><\/strong><\/td>\n<td width=\"192\"><strong><u>\u00a0<\/u><\/strong><\/td>\n<\/tr>\n<tr>\n<td width=\"192\"><strong><u>N<\/u><\/strong><strong>OUVEAUTE<\/strong>\u00a0: \u00catre sur un projet innovant, tester<\/td>\n<td width=\"194\"><strong><u>\u00a0<\/u><\/strong><\/td>\n<td width=\"192\"><strong><u>\u00a0<\/u><\/strong><\/td>\n<td width=\"192\"><strong><u>\u00a0<\/u><\/strong><\/td>\n<\/tr>\n<tr>\n<td width=\"192\"><strong><u>C<\/u><\/strong><strong>ONFORT\u00a0: <\/strong>La praticit\u00e9, gain de temps<\/td>\n<td width=\"194\"><strong><u>\u00a0<\/u><\/strong><\/td>\n<td width=\"192\"><strong><u>\u00a0<\/u><\/strong><\/td>\n<td width=\"192\"><strong><u>\u00a0<\/u><\/strong><\/td>\n<\/tr>\n<tr>\n<td width=\"192\"><strong><u>A<\/u><\/strong><strong>RGENT\u00a0: <\/strong>Faire une bonne affaire, offre attractive<\/td>\n<td width=\"194\"><strong><u>\u00a0<\/u><\/strong><\/td>\n<td width=\"192\"><strong><u>\u00a0<\/u><\/strong><\/td>\n<td width=\"192\"><strong><u>\u00a0<\/u><\/strong><\/td>\n<\/tr>\n<tr>\n<td width=\"192\"><strong><u>S<\/u><\/strong><strong>YMPATHIE\u00a0:<\/strong> Relationnel, contact ais\u00e9<\/td>\n<td width=\"194\"><\/td>\n<td width=\"192\"><strong><u>\u00a0<\/u><\/strong><\/td>\n<td width=\"192\"><strong><u>\u00a0<\/u><\/strong><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>\u00c0 partir des caract\u00e9ristiques de l\u2019offre, faire cet inventaire et passer au mod\u00e8le CAP.<\/p>\n<p><strong><u>CAP<\/u><\/strong><strong>\u00a0<\/strong>: un argument = 1 caract\u00e9ristique de l\u2019offre + 1 avantage annonceur\u00a0 + 1 preuve<\/p>\n<p><strong><em>Ex\u00a0:<\/em><\/strong><\/p>\n<p><strong><em><u>C<\/u><\/em><\/strong><em> = c\u2019est la 3<sup>\u00e8me<\/sup> \u00e9dition de mon \u00e9v\u00e8nement et nous avons d\u00e9j\u00e0 eu de nombreuses retomb\u00e9es m\u00e9dia. <\/em><\/p>\n<p><strong><em><u>A<\/u><\/em><\/strong> <em>= C\u2019est donc pour vous l\u2019assurance d\u2019une visibilit\u00e9 m\u00e9diatique<\/em><\/p>\n<p><strong><em><u>P<\/u><\/em><\/strong><em> = Montrer les articles, dossiers de presse<\/em><\/p>\n<p><em>\u00a0<\/em><\/p>\n<p><strong><u>STRUCTURATION DU GUIDE D\u2019ENTRETIEN<\/u><\/strong><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>Les 4 \u00e9tapes <strong><u>AIDA<\/u><\/strong>:<\/li>\n<li><strong><u>A<\/u><\/strong>ttirer l\u2019attention\u00a0: accroche et pr\u00e9sentation<\/li>\n<li><strong><u>I<\/u><\/strong>nt\u00e9resser\u00a0: questions de d\u00e9couverte -&gt; interactivit\u00e9<\/li>\n<li>Faire <strong><u>D<\/u><\/strong>\u00e9sirer\u00a0: argumentation cibl\u00e9e (CAP\/SONCAS)<\/li>\n<li>Obtenir l\u2019<strong><u>A<\/u><\/strong>ccord\u00a0: guider la prise de d\u00e9cision<\/li>\n<\/ul>\n<p><strong><u>\u00a0<\/u><\/strong><\/p>\n<p><strong><u>ATTIRER L\u2019ATTENTION\u00a0<\/u><\/strong><strong><u>: <\/u><\/strong>20s<\/p>\n<ul>\n<li>La <strong>pr\u00e9sentation et l\u2019accueil<\/strong>: ils rassurent votre interlocuteur en \u00ab\u00a0humanisant\u00a0\u00bb la relation\u00a0:<\/li>\n<\/ul>\n<p><em>\u00ab\u00a0Bonjour, C\u00e9line MARTIN, association ASF \u00a0Seine et marne\u00a0\u00bb<\/em><\/p>\n<ul>\n<li>La <strong>personnalisation<\/strong>:<\/li>\n<\/ul>\n<p><em>\u00ab\u00a0Monsieur X\u00a0?\u00a0\u00bb<\/em><\/p>\n<ul>\n<li>L\u2019<strong>accroche\u00a0:<\/strong><\/li>\n<\/ul>\n<p><em>\u00ab\u00a0 Vos responsabilit\u00e9s vous conduisent surement \u00e0 \u00eatre en veille sur les nouveaux outils de communication\u00a0\u00bb<\/em><\/p>\n<p><strong><u>\u00a0<\/u><\/strong><\/p>\n<p><strong><u>INTERESSER<\/u><\/strong><\/p>\n<ul>\n<li>Questionner permet d\u2019impliquer son interlocuteur et de r\u00e9aliser un <strong>diagnostic pr\u00e9cis<\/strong> des besoins<\/li>\n<\/ul>\n<p>L\u2019objectif est de recueillir rapidement les informations utiles qui permettront d\u2019argumenter avec efficacit\u00e9<\/p>\n<p><em><u>Ex<\/u><\/em><em>\u00a0: Soutenez-vous d\u00e9j\u00e0 des structures\u00a0? Avez-vous d\u00e9j\u00e0 fait des partenariats\u00a0? <\/em><\/p>\n<p><em>M\u00e9thode de l\u2019entonnoir<\/em><\/p>\n<p><strong><u>Bien questionner = varier les types de questions<\/u><\/strong><\/p>\n<table width=\"100%\">\n<tbody>\n<tr>\n<td><strong>.Q. ouvertes<\/strong><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<table width=\"100%\">\n<tbody>\n<tr>\n<td><strong>Q. ferm\u00e9es<\/strong><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<table width=\"100%\">\n<tbody>\n<tr>\n<td><strong>Q. alternatives<\/strong><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>&nbsp;<\/p>\n<p><strong><u>FAIRE DESIRER<\/u><\/strong><\/p>\n<ul>\n<li><u>Argumenter\u00a0: <\/u><\/li>\n<li>Tableau CAP\/SONCAS\u00a0: choisir une des motivations \u00e0 d\u00e9velopper en fonction de ce qui se sera dit avant<\/li>\n<\/ul>\n<p><strong><u>OBTENIR L\u2019ACCORD<\/u><\/strong><\/p>\n<p>4 POINTS CLES POUR FAVORISER UN ACCORD\u00a0:<\/p>\n<ul>\n<li>\u00catre <strong>directif<\/strong>: <em>\u00ab\u00a0ce que je vous propose, c\u2019est une rencontre\u2026\u00a0\u00bb<\/em><\/li>\n<li>Faire une <strong>proposition alternative<\/strong>:<em> \u00ab\u00a0vous \u00eatre plut\u00f4t disponible en d\u00e9but ou en fin de semaine\u00a0\u00bb<\/em><\/li>\n<li><strong>Reformuler <\/strong>les termes du l\u2019accord et confirmez les engagements pris\u00a0:<em> \u00ab\u00a0c\u2019est not\u00e9, le x juin \u00e0 xH dans vos locaux, vous \u00eates bien (v\u00e9rifier adresse)\u00a0\u00bb<\/em><\/li>\n<li><strong>Prendre cong\u00e9\u00a0:<\/strong> sourire + mot aimable\u00a0: <em>\u00ab\u00a0je vous souhaite une bonne fin de journ\u00e9e monsieur\u2026 \u00e0 la semaine prochaine\u00a0\u00bb<\/em><\/li>\n<\/ul>\n<p><em>\u00a0<\/em><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li><strong><em><u>M\u00e9thode CROC<\/u><\/em><\/strong><\/li>\n<\/ul>\n<p><strong><em><u>C<\/u><\/em><\/strong><em>ontact\u00a0: se pr\u00e9senter, nom de l\u2019entreprise, demander l\u2019interlocuteur d\u00e9sir\u00e9<br \/>\n<strong><u>R<\/u><\/strong>aison\u00a0: Exposer l\u2019objet de l\u2019appel<br \/>\n<strong><u>O<\/u><\/strong>bjectif\u00a0: d\u00e9velopper ses id\u00e9es pour arriver au r\u00e9sultat appropri\u00e9<br \/>\n<strong><u>C<\/u><\/strong>onclusion\u00a0: R\u00e9capituler, remercier et prendre cong\u00e9<\/em><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li><strong><em><u>M\u00e9thode PPDP<\/u><\/em><\/strong><em><br \/>\n<strong><u>P<\/u><\/strong>r\u00e9sentation<br \/>\n<strong><u>P<\/u><\/strong>ourquoi<br \/>\n<strong><u>D<\/u><\/strong>emande<br \/>\n<strong><u>P<\/u><\/strong>rise cong\u00e9<\/em><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><strong><u>LE REGISTRE DE COMMUNICATION\u00a0:<\/u><\/strong><\/p>\n<ul>\n<li><strong><u>Utilisation du pr\u00e9sent\u00a0:<\/u><\/strong><\/li>\n<\/ul>\n<p>Temps de l\u2019action, il se traduit une assurance et une volont\u00e9 plus forte que le conditionnel<\/p>\n<p><strong>Oui\u00a0<\/strong>: <em>\u00ab\u00a0puis-je parler \u00e0\u2026\u00a0\u00bb \u00ab\u00a0Pouvez-vous v\u00e9rifier\u00a0\u00bb<\/em><br \/>\nNon\u00a0: <em>\u00ab\u00a0pourrais-je parler \u00e0 \u2026\u00a0\u00bb \u00ab\u00a0Pourriez-vous v\u00e9rifier\u2026\u00a0\u00bb<\/em><\/p>\n<ul>\n<li><strong><u>Phrases courtes, langage \u00ab\u00a0parl\u00e9\u00a0\u00bb<\/u><\/strong><\/li>\n<\/ul>\n<p>Plus dynamique, favorise la proximit\u00e9 de l\u2019\u00e9change avec son interlocuteur<br \/>\nLe vocabulaire restera toutefois soutenu et professionnel<\/p>\n<p><strong>Oui<\/strong>\u00a0: <em>\u00ab\u00a0Le plus simple, Monsieur X, c\u2019est de reprendre contact. Quand puis-je vous rappeler\u00a0\u00bb<\/em><br \/>\nNon\u00a0: <em>\u00ab\u00a0 Si cela vous convient, Monsieur X, nous pourrions convenir d\u2019un RDV t\u00e9l\u00e9phonique\u2026\u00a0\u00bb<\/em><\/p>\n<ul>\n<li>Tout positiver<\/li>\n<li><strong><u>Vocabulaire simple et pr\u00e9cis <\/u><\/strong><\/li>\n<\/ul>\n<p>Les termes impr\u00e9cis sont interpr\u00e9t\u00e9s par vos interlocuteurs en fonction de leur syst\u00e8me de r\u00e9f\u00e9rence<br \/>\n<em>\u00ab\u00a0Nous reprenons contact tr\u00e8s rapidement\u00a0!\u00a0\u00bb <\/em><em>\u00e0<\/em><em> dans 1 heure\u00a0? Demain\u00a0?<br \/>\n\u00ab\u00a0\u00cates-vous disponible en fin de journ\u00e9e\u00a0?\u00a0\u00bb <\/em><em>\u00e0<\/em><em> \u00e0 17, 18 ou 19h\u00a0?<\/em><\/p>\n<p><u>A formulation pr\u00e9cise, interpr\u00e9tation pr\u00e9cise<\/u><\/p>\n<p>Vos interlocuteurs ne partagent pas n\u00e9cessairement votre culture professionnelle. Pour \u00eatre bien compris, \u00e9vitez les termes trop techniques, les abr\u00e9viations \u00ab\u00a0maison\u00a0\u00bb, rapprochez-vous plut\u00f4t du langage de votre correspondant en adoptant sont registre de vocabulaire<\/p>\n<ul>\n<li><strong><u>Personnalisation mesur\u00e9e<\/u><\/strong><\/li>\n<\/ul>\n<p>Positiver son discours permet de mettre son interlocuteur en situation d\u2019\u00e9coute favorable et d\u2019ouvrir le dialogue\u00a0:<\/p>\n<p>Ne vous inqui\u00e9tez pas <strong>\u00e0<\/strong><strong> soyez tranquille<\/strong><\/p>\n<p>Il n\u2019y a pas de probl\u00e8me <strong>\u00e0<\/strong><strong> d\u2019accord, entendu<\/strong><\/p>\n<p>Ce n\u2019est pas compliqu\u00e9 <strong>\u00e0<\/strong><strong> c\u2019est tr\u00e8s simple<\/strong><br \/>\nC\u2019est tout\u00a0? <strong>\u00e0<\/strong><strong> Avez-vous une autre question\u00a0?<\/strong><\/p>\n<p>Ne quittez pas <strong>\u00e0<\/strong><strong> Un instant s\u2019il vous plait\u2026<\/strong><\/p>\n<p>Vous n\u2019avez pas le temps\u00a0? <strong>\u00e0<\/strong><strong> Avez-vous un instant<\/strong><\/p>\n<p>Vous n\u2019est pas d\u2019accord <strong>\u00e0<\/strong><strong>\u00a0 qu\u2019en pensez-vous\u00a0? <\/strong><\/p>\n<p><strong>Vos interlocuteurs ont plus de facilit\u00e9 \u00e0 r\u00e9pondre non lorsque votre demande est formul\u00e9e de fa\u00e7on n\u00e9gative.<\/strong><\/p>\n<p><strong><u>\u00c0 EVITER\u00a0:<\/u><\/strong><\/p>\n<p><strong>Les \u00ab\u00a0tics\u00a0\u00bb de langage\u00a0: <\/strong><em>\u00ab\u00a0Heu, voil\u00e0, ce que je veux dire, petit\u2026\u00a0\u00bb\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 <\/em><\/p>\n<p>Le <strong>discours \u00ab\u00a0carpette\u00a0\u00bb<\/strong> (qui vous d\u00e9valorise)<em>\u00a0: excusez-moi de vous d\u00e9rangez, je ne sais pas si cela peut vous int\u00e9resser, moi, \u00e0 mon niveau\u2026\u00a0\u00bb<\/em><\/p>\n<p>Le <strong><em>vocabulaire du doute<\/em><\/strong>, \u00e9vocateur d\u2019un manque de comp\u00e9tence<em>\u00a0: peut-\u00eatre, sans doute, \u00e0 mon avis, environ, je crois, d\u2019apr\u00e8s moi, c\u2019est possible\u2026 <\/em><\/p>\n<p>Les <strong>\u00ab\u00a0mots noirs\u00a0\u00bb,<\/strong> \u00e9vocateurs d\u2019inqui\u00e9tude ou de manque de consid\u00e9ration pour l\u2019interlocuteur\u00a0: probl\u00e8me, difficult\u00e9, ennui, pas de chance, pas au courant, pas responsable, impossible, non\u2026<\/p>\n<p><strong>Ne jamais dire NON\u00a0<\/strong><strong>\u00e0<\/strong><strong> \u00ab\u00a0Oui je comprends, simplement\u2026\u00a0\u00bb<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p><strong><u>LA MISE EN FORME\u00a0: <\/u><\/strong><\/p>\n<ul>\n<li>L\u2019argumentaire doit \u00eatre \u00ab\u00a0\u00e9crit\u00a0\u00bb, pas d\u2019improvisation<\/li>\n<li>Privil\u00e9gier les mises en forme sch\u00e9matique ou arborescente<\/li>\n<li>Taille de caract\u00e8res\u00a0: 14 et plus<\/li>\n<li>Rep\u00e8res visuels<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li><strong><u>LE PLAN DE TRAITEMENT DES OBJECTIONS<\/u><\/strong><\/li>\n<\/ul>\n<p>Les objections sont r\u00e9p\u00e9titives\u00a0:<\/p>\n<ul>\n<li>Identifier en faisant l\u2019inventaire (\u00e0 partir de l\u2019analyse des freins de l\u2019annonceur)<\/li>\n<li>Anticiper les r\u00e9ponses<\/li>\n<\/ul>\n<p><strong><u>INVENTAIRE\u00a0: <\/u><\/strong><\/p>\n<ul>\n<li><u>Ni sinc\u00e8re ni fond\u00e9e<\/u>: pr\u00e9texte pour \u00e9courter l\u2019entretien\u00a0: se contenter de la minimiser<\/li>\n<li><u>Sinc\u00e8re mais non fond\u00e9e\u00a0<\/u>: apporter une nouvelle information ou en preuve pour lever toute confusion ou quiproquo<\/li>\n<li><u>Fond\u00e9e et sinc\u00e8re<\/u>: accepter l\u2019objection en proposant une compensation ou faire une concession<\/li>\n<\/ul>\n<p><strong><u>\u00a0<\/u><\/strong><\/p>\n<p><strong><u>TECHNIQUES DE TRAITEMENT DES OBJECTIONS<\/u><\/strong><\/p>\n<ul>\n<li><strong>L\u2019effritement\u00a0: \u00ab\u00a0<\/strong><em>Je n\u2019ai pas une bonne exp\u00e9rience des salons <\/em><em>\u00e0<\/em><em> auxquels avez-vous d\u00e9j\u00e0 particip\u00e9\u00a0? Qu\u2019en avez-vous retir\u00e9\u00a0?\u00a0\u00bb<\/em><\/li>\n<li><strong>La compensation\u00a0: <\/strong><em>\u00ab\u00a0C\u2019est trop t\u00f4t pour en parler <\/em><em>\u00e0<\/em><em> ce d\u00e9lai vous permettra de b\u00e9n\u00e9ficier des meilleurs emplacements\u00a0\u00bb<\/em><\/li>\n<li><strong>La reformulation amoindrie\u00a0:<\/strong> <em>\u00ab\u00a0je suis d\u00e9bord\u00e9 en ce moment <\/em><em>\u00e0<\/em><em> je comprends que vous soyez occup\u00e9, simplement\u2026\u00a0\u00bb<\/em><\/li>\n<li><strong>L\u2019alternative\u00a0:<\/strong> <em>\u00ab\u00a0je ne suis pas int\u00e9ress\u00e9 <\/em><em>\u00e0<\/em><em> vous n\u2019\u00eates pas int\u00e9ress\u00e9s parce que vous communiquez diff\u00e9remment ou parce que vous ne connaissez pas cet \u00e9v\u00e8nement\u00a0?\u00a0\u00bb<\/em><\/li>\n<li><strong>L\u2019appui\u00a0:<\/strong> <em>\u00ab\u00a0c\u2019est en effet un investissement qui garantit l\u2019efficacit\u00e9 du dispositif\u00a0\u00bb<\/em><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><strong><u>LE BARRAGE SECRETARIAT<\/u><\/strong><\/p>\n<ul>\n<li>La manifestation du barrage<\/li>\n<\/ul>\n<p><u>Standard<\/u>\u00a0: Appeler 2 jours avant en pr\u00e9textant une prospection pour avoir le nom interlocuteur.<\/p>\n<p>Se pr\u00e9senter de demander son interlocuteur\u00a0: PRENOM + NOM<\/p>\n<p><u>Service<\/u>\u00a0: R\u00e9pondre \u00e0 \u00ab\u00a0c\u2019est \u00e0 quel sujet\u00a0?\u00a0\u00bb<\/p>\n<ul>\n<li>Contourner le barrage\u00a0; \u00eatre tr\u00e8s sympathique et rappeler plusieurs fois jusqu\u2019\u00e0 que l\u2019assistance transfert l\u2019appel.<\/li>\n<\/ul>\n<p>Pr\u00e9parer l\u2019objet de l\u2019appel\u00a0: \u00eatre honn\u00eate mais pas trop transparent pour ne pas \u00eatre mis dans une cat\u00e9gorie pr\u00e9cise<\/p>\n<p>&nbsp;<\/p>\n<p><strong>SOURIRE + VALORISATION + PERSUASION<\/strong><\/p>\n<p><strong>\u00a0<\/strong><\/p>\n<p><strong><u>ADAPTEZ VOTRE COMMUNICATION<\/u><\/strong><\/p>\n<p>Sourire<br \/>\n\u00c9couter et le dire<br \/>\nS\u2019adapter (ton, rythme)<\/p>\n<p>Chercher \u00e0 convaincre pas \u00e0 imposer<\/p>\n<p>Se contr\u00f4ler (stress, agressivit\u00e9)<\/p>\n<p>Garder la conduite de l\u2019entretien<\/p>","protected":false},"excerpt":{"rendered":"<p>L\u2019ENTRETIEN TELEPHONIQUE AU SEIN D\u2019UN CALL CENTER LE CONTACT TELEPHONIQUE Contraintes\u00a0: Sans visuel\u00a0: pas de body langage, on ne peut pas montrer les choses Bri\u00e8vet\u00e9 du contact: 5-7 min (RDV\u00a0: 30-60 min) Ma\u00eetrise du message\u00a0: faire face \u00e0 n\u2019importe quelle question Caract\u00e8re intrusif Atouts\u00a0: Rapidit\u00e9\u00a0: r\u00e9ponse imm\u00e9diate Interactivit\u00e9: g\u00e9rer tout de suite les objections pr\u00e9textes [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":412,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":""},"categories":[10],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.8 - 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