*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 |
METHODS OF OVERCOMING RESISTANCE
15 STRATEGIES FOR DEALING WITH RESISTANCE 1. Do something! The worst that can happen is that the customer remains unconvinced and you lose a sale, a lost sale is guaranteed if you don't attempt to deal with an objection. Alternatively the best that can happen is that the customer is persuaded by our response to go ahead. Expect customer concerns and experiment with ways to deal with them.
2. Change your tactics If your customer isn't convinced change your response. If they challenge your response they are at least interested, once you have convinced them they will probably become your best customers.
3. Back up and clarify The prospect needs more information. Their doubts may be based on misunderstanding about your product or service. They don't understand what's in it for them. This is especially true when the customer has no previous experience of your product or service. You may need to focus on features and benefits in more depth.
4. Bypass the objection Not all objections require an answer. The customer maybe voicing an opinion and simply wants you to acknowledge it.
CUSTOMER “I’ve never used this company before” SALESPERSON “I understand your concern” Once the customer is satisfied that you are really listening, you can continue. 5. Convince your customer that they are improving their current arrangements You have to show enough benefits in the proposition for the customer to want to spend their money on what you are offering instead of what they had planned to do.
6. Rely on your sales instinct Listen to what your customer is telling you. If you genuinely put their needs before your own you will know what is right for the customer and they will trust you to offer the appropriate solution.
7. Pre-empt their objection You can stay in control of the sales conversation by bringing up likely objections (cost etc.) when you want to. It also deals with the objection before it has a chance to become a major obstacle.
“We are proud of the fact that we can offer such a high quality product at such an affordable price.”
8. Acknowledge that they can get a product or service cheaper elsewhere Expect to hear this objection and be prepared with your answer.
CUSTOMER "I can get this product or one very similar cheaper elsewhere.” SALESPERSON "I quite understand Mrs. Smith that customers look for three things when they purchase a product: quality, service and, of course lowest price. It’s my experience that no company can offer all three. Which of the three would be the least important to your organisation?”
9. Avoid argument You are trying to persuade your customer to buy, not start a fight! Keep the objection in perspective. Remember that it is a request for information and you will be able to offer a reasonable response.
10. Let the customer finish Encourage your customer to let him tell you the whole story behind their concern. If you only get half the story you might select the wrong response to change his feelings about the proposition. If you interrupt and jump in you could answer the wrong concern.
11. Question the objection Be tactful and subtle. Gently question the customer's objection to establish all the facts. Once you are sure that you have got the whole story you can answer the objection with confidence. Questioning also allows you to qualify the objection. If a customer bombards you with objections it is important to get to the heart of the real objection.
12. Keep your response short Going into elaborate and excessive detail will make your customers feel that you are hammering them with unnecessary information. Keep it brief and simple.
13. Use persuasive words Use words that have a positive convincing effect on customers. Examples are: Economical, recommended, genuine, guaranteed, advanced and reputable.
14. Go fishing Not all objections are voiced. Customers may want to think about the proposition. Sometimes you will have to probe for the root cause of the reluctance to buy. Ask questions like:
“What are your main areas of concern?” “What reservations do you have?”
15. Scarlett O'Hara “No” is not a rejection of you personally. A customer may not have the money, need or information to justify buying. This does not mean that you are not a good salesperson. Tomorrow is another day. Answers to objections Too busy “I appreciate that you are a busy person. That is why I won’t take more than 15 minutes of your time. You deserve the chance, based on your busy schedule to evaluate what we have. I truly believe we may have something to benefit you.”
Not interested “I appreciate the fact that it is difficult to be interested in everything after a short telephone call, however I truly believe you will benefit by evaluating this first hand. All I need is 15 minutes. It’s a very small risk for a potentially large return.”
Already using the Competition “…… there are many good products available. However, what we have is very different from anything on the market, which is why we are the number one company of our type in the UK. All I need is 15 minutes which will allow you time to evaluate the potential benefits.”
No time “You are exactly the type of person I like to see, as busy people like yourself are always looking for ways to accomplish more in less time. Perhaps, just perhaps, I can help you free up some valuable time. You really have no risks involved.”
Send me some information “We have found that a concept such as ours can’t be really explained in a brochure. The best way is simply to take 15 minutes for you to evaluate what we can offer you.” “We have a lot of info that we could send and it usually results in more questions from our customers. The best way is simply to take 15 minutes for you to evaluate what we can offer you.” No money - Can’t afford it “I can understand you wanting to avoid unnecessary expenses. All I’m asking is for you to evaluate what I have to offer. I really believe that once you have done that, the benefits, not to mention the cost reduction within your systems, will show you that we are not really talking about a cost but rather a short term investment. We guarantee it.”
No need “You will, of course, be the sole judge of whether or not we have something that will benefit you. However, I would suggest that before you make a final decision on whether we have a potential benefit for you let’s take 15 minutes so you can evaluate this first hand. I guarantee you I won’t waste your time.”
You’re wasting your time “I never consider meeting with a business professional a waste of time. I believe once you have evaluated the potential benefits you may find what we are offering very interesting. There is no risk for perhaps a large gain.”
All purpose “…... in effect you are saying that you are not in the market for any of the traditional types of service at this time. Your thinking happens to be exactly like mine. I am the ultimate sceptic when it comes to sales calls, etc….most focus on concepts and theories and usually end up wasting your time. We introduce our clients to solutions. Why not invest 15 minutes to evaluate what we have. Perhaps, just perhaps, you will find out what the other businesses have found; that we make no claims but only get results ….Guaranteed.”
How to handle price resistance One of the basic objections It is an automatic reaction in many cases – “How much is it?” does not mean anything. We all judge items by their cost as this is the easiest way in which we can assign value to anything. There is a difference between ability to pay and willingness to pay We all feel good/bad by the control we feel we have over our lives. Money gives us the feeling of control and freedom, so we automatically feel good if we have a lot of it, and like to keep it in our pockets. Most salespeople feel price is the stumbling block to a sale. Price is never the deciding factor in anything (except when 2 products are exactly the same). You cannot argue with a “price” because it doesn't mean anything. Always emphasise the value and benefits of what you are offering. Rules 1. Use Feel…..Felt…..Found “I know how you feel……..” “Most of out customers felt the same way…….” “However, this is what they have found……….”
2. Delay the price “I know the price is important but let me deal with that in a minute.” “I'll come on to that, it’s the best part.”
3. Don't avoid it but delay the answer Sell the values “For your £395 you get this and this and this.”
4. Give them “because” People will be much more willing to do what you suggest if they understand the reasons why. “It costs this much because ................................”
5. Isolate the price “Mrs. Smith is the price your only concern?” Then let them answer.
6. The sandwich price Proceed and follow the price with value statements.
ALWAYS, ALWAYS, ALWAYS EXPECT PRICE RESISTANCE!!!
7. Compared to what“It’s too expensive compared to what..............................?”
8. Break down the price · time- a day/week/hour · to an inexpensive item-a packet of cigarettes a day etc.
9. Only compare the difference I know it’s slightly more expensive but we are only looking at an extra 25p per day in a year.
10. Give proof of other’s success with your product
11. Focus on benefits to the customer
12. Talk about people who have bought your product “Mr Jones, don’t just take my word for it……….” You must overcome customer inertia. People will be unwilling to change to a new product or supplier because they become lazy in making decisions. You must be calm and give plenty of reassurance to show them that they are making the right decision. Handling money and price objection First ensure it is an objection and not a condition
"Yes it does cost a lot more, but in the air conditioning industry this system is the equivalent of buying a Ferrari.”
You will always encounter price as an objection in 99% of sales .To be professional, expect the objection, welcome it, and then deal with it in a calm and structured manner.
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Site Navigation aid - Links to all our web pages are listed below
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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