Telephone Selling Techniques

Overview

Obtain optimum results from your phone calls through an interactive, friendly and intelligent telephone selling strategy.

Who should attend

Telesales professionals and those who use the telephone as an essential tool to communicate with customers and prospects.

Course objectives

This course will enable delegates to:

> Become more confident when selling over the phone to existing or potential customers

> Improve your telephone manner when handling inbound and outbound calls

> Establish strong and profitable customer relationships over the phone

> Create a telephone-prospecting plan to ensure maximum return from your efforts

Course content

Introduction to Telesales Techniques

> Identifying the skills required for telesales with results

> Identifying your strengths and weaknesses on the phone

> Knowing the do's and don'ts of telephone communication

> Using email to support sales activities

Plan and Prepare the Call

> Identifying and understanding your prospect

> Creating a prospecting plan

> Setting a checklist, objectives and targets

> Setting a goal

Make the Call

> Opening with clarity and enthusiasm

> Creating interest and building trust

> Using questioning and listening skills effectively

> Overcoming tough objections for positive outcomes

> Gaining commitment and closing the call

Win the Sale

> Presenting clearly the benefits of the product

> Listening carefully to the client

> Managing the conversation

> Identifying the buying signals

> Know how and when to conclude

Deal with Incoming Calls

> Understanding customers' concerns

> Turning enquiries into sales or appointments

> Handling complaints confidently

Manage Post-Call Activities

> Keeping records and promises

> Meeting deadlines

> Managing the Customer Relationship