Description
This means that in order to win more business through the telephone you will need to have:
- Professionalism
- An excellent knowledge of your products and services
- An awareness of your customer’s needs and wants
- Superb skills in managing communications
- The ability to build rapport quickly and effectively
- Persistence
This manual provides telephone executives with all the fundamental skills and techniques they need to become successful in all interactions via the telephone.
It can be read and used as a book, a self-learning tool, or a reference guide. It can be used by individuals to increase their skills and knowledge, trainers to help produce training sessions or by managers for meetings and staff training. It is a mixture of information, practical exercises, self analysis questionnaires and case studies.
Below is a summary of this 150 page training manual.
What is Telesales
Why has Telesales Grown
Where Does Telesales Fit into Your Business
- Telesales and Direct Marketing
- Direct Response Advertising
- Selling Goods off the Page
- Mail Order
- Direct Mailings
- The Internet and e-commerce
- Telesales
How Can Telesales be Used
Inbound
- Enquires and Order Taking
- Help/Care Lines
Opportunity Sales
Getting and Updating Customer Information
- Selling Your Products or Services by Telephone
- Lead Generation
- Sales Support
- Sales Support/Customer Account Management
- Market Research
- Database Building
Benefits of Using the Telephone as a Sales and Marketing Tool
Disadvantages of Using the Telephone as a Marketing Tool
How do you Feel About the Telephone
What do People Want from Us on the Telephone
- Selling
- Customer Service
What Customers Want When we Contact Them
Answering the Phone
- The First 30 Seconds
Telephone Service Standards
Telephone Impressions
- Factors Affecting Telephone Performance
- Behaviour
- Knowledge and Skills Environment
- Clarity
Creating the Right Impression
Testing your Telephone Etiquette
Words to Avoid with Customers
Words to Use with Customers
Planning to be Successful
Nine Steps to Successful Selling via the Telephone
Success at Controlling Time
- Setting Objectives
- SMART
- CROW
The 6 Cylinders of Successful Selling
Developing your Product Knowledge
Receiving and Making Calls
Communication via the Telephone
- Active Listening
- Barriers to Active Listening
Language and Meaning
Phonetic Alphabet
Jargon and Meanings
Prospecting for Success
- Prospecting Plans
- Calculating the Workload
The Outbound Sales Call
- Planning the Call
- The AIDA Model
– Attention
– Interest
– Desire
– Action
Opening the Call Effectively
- Getting Past the Gatekeeper
- First Impressions Last
- Opening Statements
The Sales Process
- Opening the Call
- Building Rapport
- Identifying Needs
- Presenting your Service or Product
- Handling Objections
- Closing the Sale
Why people Buy
- Rational Needs
- Emotional Needs
Buying Signals
- Identifying Buying Signals
- Selling Additional Products and Services
The Inbound Call
The Outbound Call
When Things go Wrong
- How do You Feel
- Turning Problems into Opportunities
- How to Handle Complaints
- Complaints are Good Opportunities
Assertiveness in Telesales
After Sales Service
Staying Positive
