*Now Available* : TELEPHONE SELLING TRAINING MANUAL!!! We can supply you with all the training materials to enable you to run your own Telesales Training Course! OUR TRAINING PACK CONTAINS:
A comprehensive training manual based on our own
Telesales Course In today’s challenging times highly productive and motivated sales staff are key to business survival. More and more managers are tasked with improving sales performance and training staff how to sell more. If you want to get more customers buying your products and services your sales team must be able to use productive selling techniques; sales closing skills; be confident in answering objections; even down to dealing with difficult customers. Selling on the telephone is very different from face-to-face sales and a telesales team require a specific set of skills and techniques if they are to be successful. It is not enough just to give them a contact list and tell them to ‘get on with it’. Successful results in telephone sales is a by product of successful telesales training. We, at Total Success Training Ltd are always being asked if our Telephone Sales Training Courses and Telemarketing Seminars teach techniques ‘that really work’ in the real world’. The answer to that question is ‘YES’ because our trainers not only train sales techniques but have actually sold over the telephone in previous jobs. They are able to use their experience to train our delegates to understand the tools and techniques that will enable them to sell confidently and with flair. We have over 20 years of sales training expertise and use our experiences to show the best and most practical ways to boost telephone selling results and how to sell effectively.
Introduction to Selling, Telesales and Presentation Skills are some of the courses trained by Total Success in London and throughout the UK. We have over 18 years experience training people on strategies to improve productivity and enhance self development.
* Course Dates 2010:1st Apr // 27th May // 18th June // 27th Aug // 24th Sept // 8th Nov
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CLICK ON COURSES FOR FULL OPEN COURSE AGENDAS Appraisal skills (one day) - updated to include new legislation Assertiveness Skills (one day) Assertiveness and managing conflict (one day) Coaching for managers (one day) Correcting poor performance and disciplinary procedures (one day) - updated to cover current legislation Dealing with difficult people (one day) Interviewing skills (one day) - updated to cover current legislation Introduction to selling (two days) Leadership and team building (one day) Letter and report writing (one day) - updates include writing e-mails Negotiation skills (one day) Presentation skills (two days) PowerPoint Presentation skills (two days) Advanced Presentation skills (one day) Project planning for non-project managers (one day) Stress Management (one day) Telesales and Telemarketing (two days) Telephone skills and customer care (one day) Time Management (one day) Time management working with Microsoft Outlook (one day) Time management working with Microsoft Outlook 2007 (one day) The New Manager (six days) Training the trainer (one day) We provide many free articles packed with valuable information about the topics we train. Our newsletter page contains many more. Here are some of our more recent articles How to structure a presentation Time management and working from home Assertiveness Self Assertion Analysis Customer Service on the telephone Telephone skills and Customer Care Organisational stress management Planning an appraisal and setting objectives Giving feedback in an appraisal The power of attitude in selling PowerPoint presentation tips and techniques |
TELESALES CALL SHEET Sales strategy means being able to target the actions necessary to be effective in sales. That is not to say just when you are talking to the customer but also managing our ‘pipeline’. A pipeline is the flow of contacts we need to turn prospects into bone-fide customers. We call it a pipeline because whatever we put into the pipeline (like oil or other liquids being pumped through a pipe) will come out the other end. It’s the same in sales; if we call 100 cold prospects who don’t do any business with our organisation, only some will flow into ‘warm’ customers - those who may be interested. Let’s say our conversion from cold to warm is 25%, and so only 25 of the original list shows any interest in buying. From these warm prospects some will decide no and others will show a definite interest up to the point of saying, “Yes, I think we may go for that. I just need to speak to my board of directors”. These we would call ‘hot’ prospects and a % of these will be converted into sales. We therefore need to know how many of our 25% will become ‘hot’ prospects - let’s say only half: that leaves about 12 who express a real desire to buy. In reality, we will not sell to all of the 12 (perhaps we will only convert 50% into real sales) but of these we only sell to 6. If this conversion has been backed up with facts and figures over time we know that we need to contact 100 customers to sell to 6. Only by logging conversions will we know our average numbers to contact to maintain our sales results. If I have to sell to 12 customers a month then I’d need to contact 200 new customers per month. Realistically, the results will fluctuate month to month but at least we know that if we need to sell more the most obvious tactic is just to contact more prospects. The Call Sheet below shows the logs and number of calls needed to convert cold calls into clients. This sales person needs to make 75 calls per day to speak to 65% contacts that can make sales decisions. From these calls, they usually convert half of these into sales. The percentages and numbers needed to hit target are shown in brackets. Their results from the week are shown. Obviously, they have missed target, with 113 sales compared to the target of 125. This was primarily due to the number of calls made (312 compared to a target of 375). This sales person will have to increase the call rate to maintain their pipeline and achieve the sales target.
Sales Analysis: Use the call strategy sheet and log your calls consistently over the next month. Work out your average conversion rates
By using the chart above you will be able to analyse your performance over a given period of time and create a strategy for increased success. The types of question you need to ask are: Do I need to: • increase total number of calls I make to increase my sales? • improve my closing rate? • increase critical areas of my pipeline? • improve my lead sourcing so that I target more specific customer groups? • analyse which part of my sale that needs improving e.g. objection handling, closing skills etc?
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Thames Valley Police National Air Traffic Control Tesco Luton Borough Council Legal Services Commission Remploy Physiological Society British Retail Consortium University of East London Amnesty International Hyde Housing Carbon Trust Glaxo Smith Kline Game Conservancy Trust Serco Docklands Light Railway Suffolk County Council Thale Translink Tennyson Group Goldman Sachs Merseyside Police Mencap Renaissance Hotels Berners Hotel South East Essex College Johnson and Johnson Ernst and Young Toshiba London Borough of Greenwich Direct Line Insurance Rank Leisure Epilepsy Society Lloyds of London Bank of America Level 3 Communications Abbey Life Thistle Hotels Tetrapak Informa Group Marcus Evans Legal and General Nationwide Building Society Eurostar HJ Heinnz Halifax Barclays Global Investors BAE Systems Holmes Place Health Clubs Action Energy and the Carbon Trust British Airways STA Travel Ernst and Young London Borough of Greenwich The Royal Society Cancer Research The Film Council Pfizer Diageo London Chamber of Commerce Metro Newspaper Universal Pictures Nestle London Borough of Lambeth British Gas Age Concern ICI St John's Ambulance |
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TOTAL SUCCESS PAGES:
Site Navigation aid - Links to all our web pages are listed below
- Training Pages -
Assertiveness Skills - Assertiveness and managing conflict - Time Management - Management Training / New Manager - Sales Course / Introduction to Selling - Telesales and Telemarketing - Presentation skills - PowerPoint Presentation Skills - Appraisal skills - Interviewing Skills - Stress Management - Leadership and team building - Coaching for managers - Letter and report writing - Dealing with difficult people - Customer Service and Customer Care -Correcting poor performance and disciplinary procedures - Negotiation skills - Training the trainer - Telephone skills and customer care
- Newsletter Pages -
Presentation tips - Overcoming presentation fear - How to structure a presentation - How to master body language plus a useful presentation checklist - Asking questions in interviews - Structuring a recruitment interview - Good work through praise - Time management tips - Time management skills - Managing your e-mail - Time management and working from home - Time management links - Assertiveness Self Assertion Analysis - Assertiveness links - Self Assertion Analysis - Becoming More Assertive - Constructive criticism and disciplinary procedures - Dealing with difficult people - Dealing with difficult customers on the telephone - Customer Service on the telephone - Telephone skills and Customer Care - Managing your stress - Organisational stress management - Practical appraisal skills - Planning an appraisal and setting objectives - Giving feedback in an appraisal - The power of attitude in selling - Opening the telephone call effectively - PowerPoint presentation tips and techniques - Using visual aids in PowerPoint presentations - How to use transitions in PowerPoint presentations - Negotiating with difficult people - Planning a successful negotiation - Managing meetings - Train the trainer training - Presentation planning form - Handling conflict in appraisals - Project management - Neuro-Linguistic Programming - Management skills - Leadership Skills - Stress Management and Control - Customer Service and Customer Care - Management checklists for Training courses - Planning form for Public Speaking Presentation - Managing your e-mails - Stages of Competence in Training - Time Management and Technology - Training Stories and Anecdotes -
- NEW Newsletter Pages -
Stress Quiz: How Stressed are you? - Recognising and Combating stress - Managing Stress - Relaxation techniques for managing stress - Relaxation using simple and personal mantras - Stress and the Credit crunch - Using Humour in Presentations - Attention gaining tips for Public Speakers - How to make the best of closing your presentation - Making Powerful Presentations - Using Visual Aids in Presenting - The importance of FlipCharts in Presentations - Improving your presenting style - Vocal and Diet tips for presenters - Rate you Presentation effectiveness - Dealing with Difficult Audiences - Overcoming Presentation Anxiety - More Presentation Anxiety tips - Dealing with Difficult people at work - Tips for Dealing with difficult people - Dealing with Difficult People-the arrogant person - Dealing with Difficult People-the aggressive person - Customer Service during Christmas - Time and Stress Management - Successful Telesales - What type of leader are you? - Vocal Elements of Communication in Leadership - Managing Pressure - Handling Very Difficult Customers - Opening Negotiations Effectively - Tips and Techniques for Sales Presentations - Rules of Assertiveness - Product Demonstration Skills - Personality and Stress - Handling Objections - Methods of Overcoming Resistance - Effective Communication in Negotiations - Your Response to Stress - Dealing with conflict and aggression - Co-Presenting Tips and Techniques - Controlling the Call - Contact Strategy - Becoming Assertive in Negotiations - Situation Leadership for Coaches - What is your managerial style? - Giving Praise - How great can you delegate 1 - How great can you delegate 2 - Management superstars - Delivering effective course content - Dealing with complaints - Practical guide to punctuation - The sequence of a report - Top tips for writing effective emails - Aims and Objectives for the New Manager - Question Techniques in Group Training - Its not What you say, but How you say it! - How to overcome and channel fear - Why is project management important - Project definition and proposal - Estimating time accurately - 10 step guide for Project Planning - Project Progress Meetings - Assess your problem employee - Disciplinary Procedures Guide - Disciplinary Rules