Selling - Increasing Sales By Telephone
This two-day telephone selling skills programme uses
interactive tutorials and role-plays to develop the self
confidence, skills and belief required to pro-actively sell
products or services over the telephone. It will develop an
understanding of the sales process, selling from cold calling,
through to dealing with objections and then gaining commitment to
buy. Participants will leave the programme having the confidence
and skills required to deal with complaints and difficult
situations.Who Should Attend
People who need to develop their sales skills on the telephone,
build better relationships with customers, and more effectively
promote products or services by telephone. This programme will
also prove valuable to experienced salespeople who wish to improve
their telephone selling skills. It is appropriate for people
dealing with in-bound and out-bound telephone calls.
Programme Objectives
After attending this programme, participants will have the ability
to:
- Transmit to the customer a feeling of interest and
attentiveness
- Be confident when dealing with price and delivery enquiries
- Build rapport with customers, so the customers keep phoning
back
- Keep control of the conversation
- Handle complaints and difficult situations professionally
- Make and take effective sales calls
- Handle objections and gain commitment to proceed
- Structure a sales call for maximum results
- Enhance the reputation of their organisation through the
application of successful telephone techniques.
Programme Overview
Essential Telephone Skills
The foundations for being effective on the telephone
The key personal qualities
The voice - business builder or destroyer
Transmitting a 'can-do' attitude
Understanding What Motivates Customers To Buy
How buying decisions are affected by 'non-sales' behaviour
How to view the product or service from the customers' perspective
Matching your style to the customers needs
Making the most of E-mail enquiries
Standing out as a professional sales person
Controlling An Inbound Call
How to ask for information
What gets in the way of communication?
Effective complaint handling
Building customer rapport
Making An Outbound Call
Planning - prepare to succeed
Finding new sales opportunities
Sourcing prospect information on the Internet
Structuring the call to a specific objective
Gaining attention
Making appointments
Dealing with switchboards and assistants
Making the most of voicemail
Controlling The Outbound Call
Identifying the correct decision-maker
Establishing the customers' needs and wants
Questioning techniques that uncover and develop customers' needs
Selling benefits - putting products and services into customers'
language
Handling objections and obstacles
Winning the sale
Sending effective E-mails
Staying Sharp On The Telephone
How to identify 'performance lag'
Keeping yourself motivated
Techniques for sounding fresh
Structured Solution Selling, or S3™, is a process developed by
Structured Training to help sales people deal professionally with
more complex or sophisticated sales in today's ever-changing sales
environment. It defines a methodology to guide people through the
steps of a successful sale. All Structured Training's sales
programmes are underpinned with the S3™ process.
Claudine McClean
Customer Business Manager
tel: +44 (0)1789 734300
email:
claudinem@structuredtraining.com
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