About

Anilor was founded on a mission to offer customer service and consultative sales training in e-learning and blended formats. Anilor’s instructional design expertise is fundamental to our ability to provide effective multimedia and classroom training. Our customer service and (tele)sales training courses incorporate instructive interactive questions, graphics and audio case scenarios. On-line versions of Customer Service and Inside Sales Training are scheduled to be released 4th quarter 2004 and 1st quarter 2005.

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Although clients will use our on-line courses to teach agents fundamental Discovery/Fulfillment customer service and sales skills, Anilor recognizes that interaction with coaches and peers in role play and class activities is critical to enhancing skills development. The Anilor Discovery/Fulfillment Mentor/Coaching Guide provides a comprehensive program for supervisors, trainers and QA resources to facilitate skills development, evaluation and enrichment exercises. The result is a powerful blended training model that leverages the best of on-line multimedia, classroom practice sessions and on-the-job mentoring.

The Anilor Role Play Planner© provides a succinct planning tool for learners to structure role plays. All too often, agents must stumble through role play exercises multiple times to arrive at a role play scenario that not only resembles a 'real call' but also challenges the agent to prepare every phase of a call. The Role Play Planner also helps the role play partner to structure their challenges and inquiries in a coordinated pursuit of effective role play learning experiences.

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The Discovery/Fulfillment® Sales Training Discipline is much more than a collection of tips and techniques. It is a system that applies a systematic approach to entire customer service and sales calls. It provide a collection of comparable skills that agents can call upon to handle the ebb and flow of a sales call and maintain control for purpose of total customer satisfaction, accuracy of order and maximizing profits on each sale. Since every call is different, the Anilor Call Cue Sheets© summarize key hooks, discovery questions and 'zapper' responses for targeted prospect profiles. The Cue Sheets allow agents to think on their feet and respond to typical and non-typical calls strategically.

To meet future demands, contact centers must be better able to prepare their agents to address ‘families’ of products within a vertical market, or to rapidly adjust their workforce to serve clients within different vertical market segments. Consultative sales techniques that attend to the specifics and nuance of products and services within various vertical markets are becoming more critical. The Anilor Vertical Market Architecture© delivers courses that target major market segments by incorporating market specific and custom client case scenarios.

Courses for targeted vertical markets include:

• Telecom
• Office Products
• Financial
• Technology (hardware)
• Technology (software)
• Pharmaceutical/Medical
• Travel and Hospitality
• Education and Training
• Agribusiness

Many Anilor clients seek a training product that helps them disseminate product knowledge that changes periodically. Pricing, product specifications and special offers are examples of product information that would enhance sales skills training if it was linked to on-line training programs. Anilor provides a simple means to disseminate this information at strategic locations within our on-line training. When desired, our online training architecture allows clients to modify that information as updates are required. The Anilor Vertical Market Architecture© (VMA) facilitates the dissemination of critical product knowledge when it is most advantageous for the learner to review it. Click on the example link to see how XYZ Company information can be linked to an Anilor Telesales course.

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