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Telesales Agenda

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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

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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 byselling the value that matches customer needs

Appointment making. How to capture the clients attention, build

rapport and make quality appointments.

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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 developingcontacts, 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

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The Objectives of Your Opening

Remember that:

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

The same person may be indifferent or antagonistic, suspicious

and irritable or friendly, helpful and interested.

2. Good buyers are busy people (beware the ones with time to

spare)

3. 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

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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 cal l ing"or" noth ing 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)

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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

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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

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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

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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

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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.

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Always ask for sale and business

and You will get it .

HAPPY SELLING.

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Thank you