Effective Telephone Selling

Course objectives:
On completion of this programme you will be able to:
-Understand the role of the telephone in selling
-Use the telephone during professional customer relationship management
-Communicate your message successfully
-Create a good first impression
-Plan your call when introducing your products and services
-Win business and up sell on the telephone
-Recognise and deal with difficult situations effectively and professionally
Course content:
Introduction
-Aims of the course and individual objectives
When to use the telephone
-Using the telephone as a professional selling aid
-Building customer relationships on the telephone
Selling on the telephone
-Effective opening statement and initial impact
-Voice and personal projection
-Assumptions
-Confidence and control
The sales process
-Why people buy
-Structuring a call
-Matching customers' requirements
Communication skills
-The secrets of communication
-Questioning
-Listening skills
-Mirroring
Advanced questioning skills
-Probing techniques
-Influencing skills
Presenting your case
-Handling objections
Involving the customer in a collaborative outcome
-Questioning the benefits
-Closing the sale
-Agreeing actions
-Personal action plans
Review of Programme
Other Recommended Programmes
-Essential Selling Skills
-Successful Negotiating Skills