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Call Control

A practical Business Nous course in the Sell More track.

9 sessions49 lessons2 hours of study Written lessonsWorkbook includedCertificate

What you'll learn

  • Importance of Controlling Each Call
  • Using The Power of Questions
  • Call Control Techniques
  • Additional call control tips and skill practice activities

Course content

9 sessions · 49 lessons · ~2 hours · first 2 lessons free

▶Importance of Controlling Each Call4 lessons
  • ▶What this module coversFree2 min
  • ▶Activity: Pass the blocksFree3 min
  • ▶Activity: Why calls go out of control?6 min
  • ▶Activity: Reverse Brainstorming – How can we make calls longer?2 min
▶Using The Power of Questions8 lessons
  • ▶Controlling a Conversation2 min
  • ▶Activity: Controlling a Conversation2 min
  • ▶Elite Customer Experience Awards 20133 min
  • ▶Exercise: Why questions matter2 min
  • ▶Open and Closed Questions5 min
  • ▶Different types of questions2 min
  • ▶Activity: The name game4 min
  • ▶Module 2 summary2 min
▶Call Control Techniques7 lessons
  • ▶Technique 1: Set a timeframe6 min
  • ▶Activity: 3 closed questions2 min
  • ▶Technique 3: Fact sheet technique2 min
  • ▶Technique 5: Bridging2 min
  • ▶Technique 6: Point to the issue2 min
  • ▶Technique 8: Ask closed ended questions2 min
  • ▶Technique 9: Use Closing Language2 min
▶Additional call control tips and skill practice activities:5 lessons
  • ▶Best-practice tips for call control2 min
  • ▶Create an opening closed question2 min
  • ▶Always sign post when giving information2 min
  • ▶Learning from recorded calls2 min
  • ▶Skill Practice Role Plays2 min
▶Part 51 lesson
  • ▶Overview2 min
▶Module 12 lessons
  • ▶The Importance of Controlling Each Call2 min
  • ▶Are you an Expert?2 min
▶Module 211 lessons
  • ▶Using the Power of Questions2 min
  • ▶Customer: How can I make a payment on my bill?2 min
  • ▶What questions do?2 min
  • ▶Usually start with words such as How? What? Where? When? Why?2 min
  • ▶Closed Questions2 min
  • ▶Activity: Open Vs closed questions2 min
  • ▶Fact Finding Questions2 min
  • ▶Clarifying Questions2 min
  • ▶Developmental Questions2 min
  • ▶Testing Questions2 min
  • ▶Leading Questions2 min
▶Module 37 lessons
  • ▶Call Control Techniques2 min
  • ▶Set a timeframe2 min
  • ▶Some examples2 min
  • ▶Examples2 min
  • ▶Step 3: Redirecting the conversation2 min
  • ▶Interject with a question when the customer catches their breath2 min
  • ▶For example2 min
▶Module 44 lessons
  • ▶Additional Call control tips and skill practice activities2 min
  • ▶Best practice tips for better call control2 min
  • ▶Create a call structure2 min
  • ▶Personal Action plan2 min

About this course

A practical Business Nous course in the Sell More track.

Every lesson is written out in full — this is the complete course, not a summary. You read it, watch the narrated video, and do the exercise against your own business. The workbook is yours to download, print and keep. Finish the lessons and you earn a Business Nous certificate.

Who it's for

Small business owners, managers and ambitious employees who want practical know-how rather than academic theory. No prior study is needed — start where you are and work at your own pace.

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