Sound/Look familiar?
2
Identify effective techniques for tele-calling
Build effective relationships with people during
telephone calls
Identify effective methods of greeting the
customer, obtaining customer information and
concluding telephone calls.
Use active listening and empathy for more effective
customer interactions.
Adjust telephone communication styles to suit
individual customer styles.
Handle Customer problems and complaints
effectively.
3
It is far more cost effective than field sales
It is immediate, no appointment necessary
It is one-to-one (personal)
It is less formal than writing
It is common thing these days, everyone uses the
phone
Introduce New Products
Sell Products/Services
Customer Service
Service the Retail Stores
Seminar Confirmations
Trade Shows
Inform Your Customers of New Developments
Promote Events
Call Your Non-Active Customers
Mail Outs etc. etc.
5
Inbound Outbound
calls initiated by a caller and Calls initiated by Call Center and
answered by Call Center answered by the called party
6
Develop a professional greeting
Introduce yourself and your company
Express gratitude
State the purpose of your call
Schedule a meeting
Use the alternate-of-choice questioning strategy
for a F2F meeting
Thank them for their time today and for the
upcoming appointment
Follow up
7
Answer the telephone with a proper business
phone greeting
Use techniques such as paraphrasing and
summarizing to keep phone calls on track
Think and prioritize as you speak
Close and Summarize the overall call
Note down important points
8
Cold Calling
9
Aggressively target your buyers
Invest in research
Warm up every cold call
Craft a good script — and use it
Learn to work with gatekeepers
Practice, Practice, Practice..
Customize your delivery
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A good script can help you clench a deal
Use the prospect‘s name, in the form of a question
as your opening line
Identify yourself
State the purpose of your call
Build a benefit statement that tells your prospect
precisely what he will get out of talking/meeting
with you
Maintain self-control by knowing what you want
out of the call and asking the questions you need
to ask to get there
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Many times, vendor preferences are established
well before the budget or timing is clear, and to
miss that early window of entry sometimes means
missing the deal altogether.
12
It's important not to "make-up" conditions for your
prospect base that unnecessarily impacts your
results.
Calling on Mondays is a bad idea, or calling on
Fridays, or calling too late in the day...
Don‘t loose time, take your chances and keep
learning and keep adapting
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Voicemail is a form of communication similar to
email or text messages
Don't let the one-way aspect of voicemail keep you
from exploiting its benefits
People do listen to voicemail, and you can use it to
your advantage
You can test the effectiveness of your voicemail by
using your voicemail script to call your own phone
number and leave yourself a message
Listen carefully to it and then ask yourself the
question, ―Would you call yourself back?‖
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Discovery based conversations work, pushy sales
calls don‗t
Most people don't like getting "sales" calls, but they
are perfectly willing to have a conversation to see if
something would be a fit for them
Try to know who you're calling
Anyone appreciates when you know enough about
them to speak to specific areas they might be
challenged with
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Feel successful Act successful Be successful
60
50
40 the words we
say
30 the way we say
% them
20 non verbal
signals
10
0
Communication
In traditional Telephone selling
60
50
40 the words we
say
30 the way we say
them
% 20 non verbal
signals
10
0
Communication
Don‘t Shout
Don‘t mumble
Don‘t talk quickly
Be sincere
Get the prospect to say ―YES‖ often in your
conversation
Nod your head as you ask a positive
question
Use POSITIVE LANGUAGE
―I am sure‖ or ―I am certain‖ or ―I know‖
Not ―maybe‖, ―perhaps‖ or ―possibly‖
Ask questions often to keep control and get
feedback
Use closing questions like ―wouldn‘t you?‖, ―isn‘t
it?‖ and ―won‘t you?‖
P roper
P lanning
P revents
P athetically
P oor
P erformance
In order to make calls, get appointments, give
quotes and take orders, you must KNOW:-
Remember :
FIRST impressions last
You want to sound warm and friendly, positive,
professional, helpful polite and courteous
You do not want to sound harassed, busy, ―distant‖ or
uninterested
7 steps to ending calls correctly:
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7. Are you asking for referrals after every call and do you know the
best way to ask?
8. Do you ensure you have a positive attitude in your voice on every
call?
9. Do you have the voicemail message to leave that has them
rushing to return your call?
10. Do you have a system that keeps track of all your follow ups?
11. Do you know what to say to get the best response when
following up a mail out?
12. Do you know on average how many calls and contacts you have
to make before you make a sale or an appointment?
(If you cannot measure it, you cannot improve it)
13. Do you do cold calls each day before any other job?
(if your answer is ―no‖,there may be some call reluctance going on)
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