Success In Telephone Sales

SUCCESS IN TELEPHONE SALES

COURSE OUTLINE

Full details of modules and topics covered in this one-day course

DURATION

This is a one-day training course structured into 15 modules

COURSE AIMS

This intensive one-day training course teaches delegates how to use the telephone for professional selling. Delegates will learn how to prepare scripts, manage outgoing and incoming calls, and implement components of an effective voice. Delegates will also learn about how to craft voice mail messages, deal with gatekeepers and close sales.

TARGET AUDIENCE

Anyone involved with telephone-based relationships who wants to organise and enhance their skills in the shortest possible time. Although the course has been designed for salespeople, the skills learned can equally be applied to areas such as customer service or support, where sales opportunities arise during the normal run of work.

Do you know:

How selling to people on the telephone differs from face to face selling?
How, because of the impersonal nature of the medium, it is easier to lose sales?

Above all, do you know how to avoid this happening?

Too many companies treat telephone sales people as mechanical "order takers" and unknowingly consign an enormous volume of potential sales to the dustbin.
Whether telemarketing, booking appointments or straight product sales, each activity can be transformed by gaining control of the limitations and the opportunities offered by the telephone.
You will learn the crucial points to watch so that you maximise the conversion of new enquiries to real business.
The result ? Your ability to increase sales and profitability will be enhanced by staff who have a new awareness of how to be more effective.in selling.

MODULE 1:  Introduction and Course Overview
 
MODULE 2:  The Sales Process

Learning outcomes:

Understand how the sales cycle works and the dynamic seven step process involved from establishing need to deliver and evaluate.

Topics covered:

• The Four Steps of a Sale
• How the Sales Cycle Works
 
MODULE 3:  The Fear Factor in Sales

Learning outcomes:

Know how to overcome the myth and discover the most common reasons that hold salespeople back from opportunity.
Topics covered:

• Defining the Fear Factor
• The Myth of the Fear Factor
• Overcoming the Fear Factor
 
MODULE 4:  Maximising Productivity in a Sales Role

Learning outcomes:

Recognise the deflective tactics and time wasters that can divert our progress and weaken impact. Discover the habits of successful sales people.

Topics covered:

• Deflective Tactics -- Time Wasters
• Six Habits Of Successful Sales People
• Talking To The Right People
 
MODULE 5:  The Importance of Voice

Learning outcomes:

Be able to use the most powerful ally you have when on the phone, learn the factors that can influence success and raise the 'wins' into sales.

Topics covered:

• Understanding the Four Factors of Voice
• Volume
• Tone
• Pronunciation
• Pace
• How to Improve Your Selling Voice
 
MODULE 6:  The Telephone as a Business Tool

Learning outcomes:

Understand the nature of the telephone and recognise the strengths and the areas of limitation, and raise your capability and work ethics.

Topics covered:

• Advantages of the Telephone
• Disadvantages of the Telephone
• Making the Most of the Telephone
 
MODULE 7:  Outbound Calls: Developing Your Script

Learning outcomes:

Be better prepared and develop that professional approach so that making calls is more than just a numbers game.

Topics covered:

• Warming Up the Outbound Call
• The Seven Step Script
• Sample Script
• Making the Script Yours
• Exercise: Create Your Own Script
• Using Cheat Sheets
 
MODULE 8:  Setting SMART Goals for Yourself

Learning outcomes:

Set and establish SMART goals that can work for you and result in better focus of your hard work and persistence.

Topics covered:

• The Importance of Setting Goals
• Knowing What You Want to Accomplish
• The Three Ps of Goals
• SMART Goals
 
MODULE 9:  Pre-Call Planning

Learning outcomes:

Build effective planning into your process so you get higher conversion rates and greater consistency.

Topics covered:

• The Importance of Pre-Call Planning
• Tips for Planning Your Call
 
MODULE 10:  Generating Appointments

Learning outcomes:

Pave the way for yourself or for a colleague by establishing the interest of customers and making the face-to face meetings easier opportunities for success.

Topics covered:

• Preparing for the Appointment Call
• Example Scripts for Generating Appointments
• Exercise: Create Your Own Script
 
MODULE 11:  Dealing with Gatekeepers

Learning outcomes:

Approach "Gatekeepers" with techniques that can help your success rate, and see them as an opportunity.

Topics covered:

• Why Gatekeepers Stop You
• Proven Techniques for Getting Gatekeepers Onside
 
MODULE 12:  Incoming Calls

Learning outcomes:

Understand the four types of calls and develop better preparations and guidelines that can exceed customer expectations and get the first impression right.

Topics covered:

• Preparing For Incoming Calls: The Four Types of Call
• Guidelines for Opening the Call
• The Six Ps
• Meeting Customer Expectations: Four Areas of Expectation
• First Impressions Exercise
 
MODULE 13:  Voice Mail Messages

Learning outcomes:

Craft a voice mail message that creates interest and raises the likelihood of return calls. Use voice messages as a great opportunity for success.

Topics covered:

• Why We Should Leave Voice Mail Messages
• Voice Mail Etiquette
• How to Craft a Voice Mail Message
 
MODULE 14:  Action - ABC: Always Be Closing

Learning outcomes:

"Always be closing" (ABC) is the key to any productive conversation with a customer. Discover the 6 types of closing techniques, the frames and the pitfalls of that crucial last step.

Topics covered:

• Asking for the Business
• Effective Closing Techniques
• Types of Close
• Framing the Close
• Pitfalls When Closing the Sale
• Trial Closing
• Aiming For Repeat Business
• Maximising Profit
 

NEXT CLASS DATES

Dec 3, 2019 - Bristol Easton BS5 - £249
Dec 10, 2019 - Leeds West One - £249
Dec 17, 2019 - Birmingham Queensway - £249
Dec 18, 2019 - Tower Bridge - £249
Jan 14, 2020 - Manchester Piccadilly - £249
Jan 22, 2020 - London Victoria - £229