Success in Telephone Sales

MODULE 1: Introduction and Course Overview


MODULE 2: The Sales Process

Learning outcomes: Understand how the sales cycle works and the dynamic seven step process involved from establishing need to deliver and evaluate.

Topics covered:

• The Four Steps of a Sale
• How the Sales Cycle Works

MODULE 3: The Fear Factor in Sales

Learning outcomes: Know how to overcome the myth and discover the most common reasons that hold salespeople back from opportunity.

Topics covered:

• Defining the Fear Factor
• The Myth of the Fear Factor
• Overcoming the Fear Factor

MODULE 4: Maximising Productivity in a Sales Role

Learning outcomes: Recognise the deflective tactics and time wasters that can divert our progress and weaken impact. Discover the habits of successful sales people.

Topics covered:

• Deflective Tactics -- Time Wasters
• Six Habits Of Successful Sales People
• Talking To The Right People

MODULE 5: The Importance of Voice

Learning outcomes: Be able to use the most powerful ally you have when on the phone, learn the factors that can influence success and raise the 'wins' into sales.

Topics covered:

• Understanding the Four Factors of Voice
• Volume
• Tone
• Pronunciation
• Pace
• How to Improve Your Selling Voice

MODULE 6: The Telephone as a Business Tool

Learning outcomes: Understand the nature of the telephone and recognise the strengths and the areas of limitation, and raise your capability and work ethics.

Topics covered:

• Advantages of the Telephone
• Disadvantages of the Telephone
• Making the Most of the Telephone

MODULE 7: Outbound Calls: Developing Your Script

Learning outcomes: Be better prepared and develop that professional approach so that making calls is more than just a numbers game.

Topics covered:

• Warming Up the Outbound Call
• The Seven Step Script
• Sample Script
• Making the Script Yours
• Exercise: Create Your Own Script
• Using Cheat Sheets

MODULE 8: Setting SMART Goals for Yourself

Learning outcomes: Set and establish SMART goals that can work for you and result in better focus of your hard work and persistence.

Topics covered:

• The Importance of Setting Goals
• Knowing What You Want to Accomplish
• The Three Ps of Goals
• SMART Goals

MODULE 9: Pre-Call Planning

Learning outcomes: Build effective planning into your process so you get higher conversion rates and greater consistency.

Topics covered:

• The Importance of Pre-Call Planning
• Tips for Planning Your Call

MODULE 10: Generating Appointments

Learning outcomes: Pave the way for yourself or for a colleague by establishing the interest of customers and making the face-to face meetings easier opportunities for success.

Topics covered:

• Preparing for the Appointment Call
• Example Scripts for Generating Appointments
• Exercise: Create Your Own Script

MODULE 11: Dealing with Gatekeepers

Learning outcomes: Approach "Gatekeepers" with techniques that can help your success rate, and see them as an opportunity.

Topics covered:

• Why Gatekeepers Stop You
• Proven Techniques for Getting Gatekeepers Onside

MODULE 12: Incoming Calls

Learning outcomes: Understand the four types of calls and develop better preparations and guidelines that can exceed customer expectations and get the first impression right.

Topics covered:

• Preparing For Incoming Calls: The Four Types of Call
• Guidelines for Opening the Call
• The Six Ps
• Meeting Customer Expectations: Four Areas of Expectation
• First Impressions Exercise

MODULE 13: Voice Mail Messages

Learning outcomes: Craft a voice mail message that creates interest and raises the likelihood of return calls. Use voice messages as a great opportunity for success.

Topics covered:

• Why We Should Leave Voice Mail Messages
• Voice Mail Etiquette
• How to Craft a Voice Mail Message

MODULE 14: Action - ABC: Always Be Closing

Learning outcomes: "Always be closing" (ABC) is the key to any productive conversation with a customer. Discover the 6 types of closing techniques, the frames and the pitfalls of that crucial last step.

Topics covered:

• Asking for the Business
• Effective Closing Techniques
• Types of Close
• Framing the Close
• Pitfalls When Closing the Sale
• Trial Closing
• Aiming For Repeat Business
• Maximising Profit

MODULE 15: Your Personal Action Plan