Winning Techniques for Telephone Sales

How to make successful sales calls incoming or out bound

Course contents:

Course benefits

Who should attend

Prerequisites

What you will learn

What you will cover

How you will learn

Duration and availability

Course of the month

Course directory

Public schedule and prices

Terms of business

To be the best in a sales environment is not easy. Often, wrong advice, no matter how well meaning, actually sets you up for failure. You begin to feel personally rejected and it is so easy to let this feeling colour subsequent calls.

This course will help you to develop a positive outlook that will work with the techniques taught. It will show how to handle all sales calls using a proven process that really works. The techniques taught will show you how to build rapport with customers that will improve your chances of gaining business.

Who should attend:

This course is aimed principally at staff whose job role requires that they spend a significant portion of their time making sales calls on the telephone to customers or prospects. Other staff who need to build rapport with customers without getting face-to-face will also benefit.

Prerequisites:

There are no prerequisites for this course.

What you will learn:

On successful completion of the course, attendees will be able to:

• Use the process that will set you up for successful sales
• Improve your success rate for making Sales
• Manage and avoid stress due to difficult customers and rejection
• Build rapport and ongoing relationships with customers
• Work effectively without a fixed script
• Use a technique to help to close the sale successfully

What you will cover:

• The Starting Point - exploring current job; personal feelings; expectations of the day
• Being Positive and Staying Positive - being a winner; tigers and hippo's; difficulties caused by rejection; task versus emotion; keeping a professional outlook; separating task from emotion; building a maintaining a positive self esteem; practical hints and tips and good practice
• Use of a process - what the process is; your role in the process - practice, practice, practice
• Establishing Credibility - understanding the process from the customer's point of view; what the customer is thinking; what the customer is trying to achieve
• Establishing Rapport - the critical first minute; pacing; matching; criteria; words and phrases that get action and those that don't; power words; ring backs and maintaining rapport
• Personality Types - how to identify the type of person you are speaking to; use techniques to gain credibility
• Getting the Business - How to close the sale and get the business; voice control, pace and word structure; action plans; on-going contact
• Summary and Conclusions - expectations; benefits; personal action plans

How you will learn:

The day will be spent applying what is taught in exercises that mirror the situations you deal with in the job.

Duration and availability:

One day non-residential. In-house only.

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