Telephone Selling In-House Training

The Telesales Professional

More and more companies are increasing their use of the telephone as the quickest and most convenient way of establishing customer contacts. It is essential that all members of the telesales team represent the organisation in a professional and friendly way and communicate effectively to ensure that the business is not lost.

This course is designed for telemarketers who make a significant number of prospecting calls and telesales professionals who have to handle a large number of incoming sales calls. The type of individual who thrives in this type of environment needs to be very customer focused, intuitive to customer needs, have the ability to think quickly in difficult situations and be organised. The focus is to instill an ethos of ‘looking after the needs of the customer’ whilst maintaining the objectives and core values and of the organisation. It is written with both the customer and the organisation in mind to maximise on potential sales and build client loyalty.

Course Agenda

We have included a typical one-day agenda. The benefits of our course are:

  • Delegates are able to role-play in greater depth allowing them to use the skills and techniques more confidently
  • On our sales courses we try to use typical customer profiles as a basis for group discussion and role-play. This gives the course delegates the opportunity and time to consider the needs of their customers

One-Day Course Agenda

Introductions and objectives

Professional telephone techniques

Projecting a professional image is one of the keys to professional selling. Delegates will understand the techniques of making effective outgoing calls; how to build rapport with clients; how voice presentation skills can enhance the conversation; and how to create good first impressions on both internal and external calls.

Call planning

Even basic planning helps the salesperson to plan and develop strategies for each call. By using group work and role-plays, we will show how even basic planning can help delegates understand the customer and increase value in the sale.

Opening the call with powerful attention-getters

Sensational openings produce successful sales. The effective telephone sales person understands the importance of powerful ‘attention-getters’ designed specifically to improve the positioning of the product and the organisation with the customer.

Overcoming the gate keeper

How you deal with the gatekeeper is one of the essential factors for call completions. We show tips on how to reach your key contact more effectively.

Qualifying the customer

By gaining basic, but vital, information from the customer will save delegates time and enable them to consolidate and strengthen the sale. We will show delegates what type of information is essential to collect at the beginning and at the end of the call to ensure each and every call is productive.

How to make quality appointments

This part of the course will examine techniques that improve appointment making. Delegates will also learn how to get past the gatekeeper and how to open up unresponsive prospects.

Questioning techniques

Unless the salesperson satisfies customer needs there can be no sale. The ability to use open and closed questions to uncover ‘real’ customer needs separates the average from the successful telephone sales person. Delegates will learn how to use questions to discover customer needs, challenges and problems and how to use these to create value in the solutions their products provided.

Selling benefits

If you have opened the sale well and gained the “buyer’s’ interest and attention, uncovered needs and agreed them with the customer the next stage is to present the benefits of your product, idea or service. To do this effectively sales people must be able to add value to their product and present both known and unknown benefits to build customer desire.

Closing skills

To sell you must be able to close. Delegates will learn when it is best to close the sale, closing techniques designed to give them confidence in ‘asking for the order’ and how to pre-empt possible objections.

Proposed methods of training will include:

  • Role-play (using video/audio feedback depending on group size).
  • Video scenarios with discussion.
  • Group discussion.

All delegates will receive a workbook that doubles as an excellent post course reference manual.

All our in-house training is tailored to your requirements, this is our standard In-House Agenda but bear in mind the course could be tailored to your needs.