Achieving Sales on the Telephone

Achieving Sales on the Telephone - Course Outline

Achieving sales on the telephone in telesales environments requires a special set of sales skills. This popular course enables delegates to develop their telephone selling skills and self-confidence in order to increase sales on the telephone, call-to-order ratios, overcome 'brush-offs' and convert leads into sales. The course is highly participative, with delegates using their own 'real life' scenarios in practice sessions.

Course Objectives

Build and develop a confident telephone manner to break through the barriers that block your path to an appointment or sale.
Plan your calls and call rate to ensure maximum return from your efforts.
Promote your company and product using the appropriate tone and language.
Avoid rejection and build a relationship with each customer throughout the call.
Use effective questioning and listening techniques to match the relevant benefits of your products to the customer's needs.
Overcome objections and handle complaints confidently.
Present price in a positive way.
Turn general enquiries into an appointment or sale.

Anyone responsible for making outbound or handling inbound telesales calls with customers and prospects, including appointment making and dealing with general sales enquiries.

Course Content

Selling on the Telephone

The skill set required for successful telesales
What makes people buy?
Knowing your company and product in depth
Understanding and overcoming phone blocks e.g. voice mail, switchboards etc.

Communicating without seeing, the unique features of telephone communication
Creating a vision, turning words into pictures
How to 'hook' your customer
Five key probing techniques to establish and agree customer needs
Listening for buying signals

Creating the right impression on outbound/cold calls
Planning for success
Call rates, your script and your individual style
Increasing order value
Responsive selling

Turning incoming calls into orders
Presenting your product in a positive light
Ensuring you match your customer’s needs precisely
Understanding your customer’s concerns

Pre-empting and preparing for objections
Differentiating between real objections and 'brush offs'
How to handle the silent decision maker
Timing the close

Personal Development

Developing an action plan