Successful Telephone Sales – 1 or 2 days
1 or 2 Day Course
OVERALL AIM:
To construct and practise an approach to telephone sales in order to improve customer relations and sales performance, using this powerful and cost effective selling tool whilst promoting a professional company image.
WHO SHOULD PARTICIPATE
All staff involved in telesales and whose performance has a major impact on maintaining and improving the company’s position in the marketplace.
COURSE CONTENT:
- Introduction/objectives: Course objectives are handed out. Delegates are asked for their objectives
- Personal attributes/skills: Delegate group work: “List the personal attributes, qualities and skills of an excellent telephone sales person”
- Telephone limitations: Tutor led discussion and fun ‘ice breaker’
- Planning/preparation/organisation: Tutor led discussion (eg call objectives - inc. numbers of calls per day, time planning, prioritising customers, etc)
- Opening the sale: Theory. Delegates develop own openings
- Questioning to establish need: Theory (via tutor led discussion). Brainstorm appropriate questions to ask our customers – we devise a list
- Matching (features and benefits): Theory (via tutor led discussion). We develop a list of features and benefits of our own products and services
- Closing the sale: Tutor led discussion (when to close, types of closes)
- Overcoming objections: Brainstorm (objections we encounter in our business and how to handle these objections)
- Review: Tutor asks questions of delegates to test understanding
- Action plan: Tutor invites delegates to write out actions they will now take in the workplace to further their knowledge/improve in sales
COURSE OBJECTIVES:
At the end of this course, participants will be able to:
- Recognise the importance of planning, preparation and organisation
- Appreciate the personal qualities of an effective telephone salesperson
- Be aware of the steps in the sales process
- Be able to use a variety of methods to open the sale and make outgoing calls
- Appreciate the importance of questioning to establish our customers' needs and will have practised questioning and listening skills
- Be able to convert our products' features into benefits to the buyer
- Be able to use a variety of methods in closing the sale. Know when to close
- Know how to handle a range of objections
- Develop an action plan to improve performance