This presentation will focus on practical steps to CAPTURE THE CALLER on the very first call! It will show participants how every home care agency can be successful and how critical the FIRST call is to that success. Concepts presented will include but not limited to:
• Understanding the intake process from three different perspectives
• Learning what the caller wants
o What are they buying?
o Why are they buying?
o When are they buying?
o How are they buying?
• Knowing how to prepare for calls
o What to do before the phone rings
o Physical Environment is important
o Mental preparation
• Answering the phone – what determines your success on each call
o Create a positive first impression
o Develop a relationship with the caller
o Use appropriate tone of voice
• Understand the call process
o How do you answer the phone?
o What do you say?
o How do you say it?
o When do you follow-up?
Barbara Akst, President and CEO of Training Unlimited, is a nationally recognized dynamic & motivational speaker. Barbara, an enthusiastic and active participant in her role as a senior services consultant, exemplifies the words of a friend who says, "Unless we use what we know, education is useless. Education is a process, action is application."
She has developed and presented numerous workshops nationwide. Some of the training topics presented include: customer relations, sales, telephone skills, interviewing techniques, time management, communication, delegation, and decision-making. Her expertise in identifying and solving management and census issues, coupled with her training, coaching and mentoring skills, and formalized follow-up, are a perfect formula for continued success of sales staff in the senior industry.
She holds a Master’s Degree in Educational Administration. Having been a ‘hands on’ sales professional in the senior living industry, Barbara has an insider's understanding of what makes selling to seniors unique. When this experience and her sincere respect for seniors are combined with her motivating presentation style, it ensures each training, coaching, or mentoring experience with Barbara is exciting, as well as successful in helping you achieve the results you are looking for.
Please click here to register for this webinar.