Telesales Agenda

Opening the Call

Professional telephone techniques. Projecting a professional image;

making effective outgoing calls; building rapport; voice presentation skills; creating good first impressions on both internal and external calls. Why customers buy. Customer transition and the psychology of buying; how to match sales with customer needs and wants; creating powerful attention-getters designed specifically to improve the positioning of your products and organisation with the customer.

Opening the call. How to create impact and capture the customers interest in the first few vital seconds of the call. Developing high impact statements and questions that keep you in control and make the customer want to listen to you. Questioning techniques and need finding. Using open and closed questions to uncover real customer needs. Using questions to discover problems and create value in solutions provided by your product. Active listening techniques; hearing the whole picture. Paraphrasing and summarising needs as a transition to selling the benefits of your product

Opening the Call

Benefit selling. Adding value to your product; how to present both

known and unknown benefits. Closing skills. Closing with confidence and recognising when to close the client

Handling objections. Understanding the types of objection; dealing with objections effectively; overcoming the gate-keeper; keeping control during a call. Selling value. How to increase the 'average value' of each order by selling the value that matches customer needs Appointment making. How to capture the clients attention, build rapport and make quality appointments.

Telesales - Opening the Call

Introduction (a) First impressions are disproportionately important on every call (b) The initial impact you make is within your control (c) Constant conscious effort is needed to maintain and improve your impact on customers These points are obviously most important on new calls and with developing contacts, but are still very important for your regular customers, who will soon feel "taken for granted" if you allow familiarity to breed contempt. Never forget: your regular customers are someone else's prospects you will rarely have all their business on every call there is something that you want to offer your customer as a customer they will choose whether or not to buy

The Objectives of Your Opening

Remember that: 1. At the beginning of your call the attitude of the customer will vary.

2. 3.

The same person may be indifferent or antagonistic, suspicious and irritable or friendly, helpful and interested. Good buyers are busy people (beware the ones with time to spare) Good buyers are often pre-occupied with business problems, and are usually satisfied with things as they are, therefore it is your responsibility to open the interview so that you achieve your objectives which are: i. To gain their attention ii. To arouse their interest iii. To gain their participation iv. To be able to lead easily into the presentation

The Objectives of Your Opening

How to achieve your objectives You should: Relax and be natural (but not casual) Smile (make it genuine and friendly) Be enthusiastic (its infectious) Be positive (never say "I was just calling" or "nothing today?") Put yourself in the customer's shoes (how do you feel when you are interrupted) Keep appointments made to call back at specific times (reasons are never excuses) Remember their name and get it right Be courteous and cheerful Don't assume a welcome, earn it . What you say and how you say it Voice and words can make sales or ruin them Prepare your opening remarks carefully Try to be interesting to the customer (talk about their needs)

Introduction to successful selling

Introductions and objectives The psychology and principles of selling How to create positive first impressions Building trust and rapport with your customers Using questions to uncover customer needs

Listening skills
Understanding body language

Introduction to successful selling

Understanding features and selling benefits

Identifying buying signals Understanding and handling objections with ease Closing the sale Appointment making Final paperwork and action planning

Negotiation skills training course information

Identifying objectives and all factors affecting negotiation

Understanding the four phases of effective negotiations Understanding open and hidden agendas Approach, planning and preparation Effective openings Focusing on outcomes not positions

Negotiation skills training course information

Planning workable concessions and alternatives Listening, questioning and assertion skills Creating a 'win-win' situation Bargaining skills Dealing with objections and underhand tactics

Attitude - The key to successful selling

In sales - attitude is your key to success

Attitude is your mental position on facts - or more simply, the
way you view things.

Always ask for sale and business

and You will get it . HAPPY SELLING.

Thank you