Telephone Selling Training Course – Why do customers buy?

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 sales results and how to sell effectively.

Introduction to Selling, Telesales, Negotiation skills and Presentation Skills are some of the sales related courses trained by Total Success Training  throughout the UK.  If you require further information on our training courses please contact us.

customer transition

As professional salespeople set out on their journey, it is important for them to recognise what the customer needs are; the buying processes the customer has to go through to make a decision; and the most appropriate sales structure or system needed to satisfy the customer’s needs and to provide adequate solutions. Remember, to sell you must convince the customer to buy! This may be a relatively easy process, especially if the customer contacts you, but this will still need a structure and strategy if it is to be a successful one.

There are several stages every customer will go through before they purchase your product and these can be referred to as the Customer Transition Process.  The more you understand how your customer progresses from being a cold prospect to developing an interest in your products; through to becoming one of your customers, will help you to develop the best sales strategy and enable you to sell, close the deal and handle objections more effectively. This process follows several stages:

1.      INTEREST AROUSEDI need to be interested in your product/service.

2.      NEEDS APPRECIATED – “What are my needs?

3.      KNOWLEDGE ADDED TO – “What does your product do?

4.      SUITABILITY APPRECIATEDProve to me it works.

5.      DESIRE TO BUY – “I want it.

6.      CONSIDERATION OF PRICE – “How much is it and can I afford it?

7.      VALUE APPRECIATEDIs it of value to me?

And then finally…

 8.      A SALE – “I’ll have it.

An example of Customer Transition

We all go through this process, and each step is important in our journey from being a prospect to a customer. Let’s look at the example of someone buying a car. Their interest may be prompted by seeing an advert in the local paper for a new model, or discounts on current stock. If they need to upgrade their current model or buy for the first time they will look at what makes of the car are offered and decide whether to go to the dealers to check out model options. Once they have visited the showroom and seen the makes, colours and options they are tempted to take a test drive. The customer wants to know if it drives well, is economical and will have a good resale value. They ask about current offers and the discounts they can get with a trade-in for their old model. The finance terms of 0% interest over 12 months is also a very good incentive. After thinking it over they decide to buy.

Who will benefit from the course?

This course is designed to give both new and experienced telesales professionals the confidence to approach, appoint, present to and close potential customers. Delegate numbers are limited to no more than eight to allow an environment where the maximum learning can be achieved. We use a combination of learning methods but place emphasis on role-play reinforcement of real life situations based on products and services relevant to the delegate’s organisation.

Our training is carried out in a risk free environment which encourages delegates to practice the skills needed for successful appraisals. We use a number of training methods including role-play, video, audio, workshops and group exercises to enhance the learning process.

Course Dates

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In-Company Courses

Total Success have developed a series of in-house training modules. These are designed so that an organisation can pick the training which is more applicable to its own needs and budget. Please call us to discuss your specific requirements

Total Success Training Packs

Why use a total success training pack

If you are looking to run your own training course but lack the materials and the time to develop a fully functional training seminar we produce a range of training materials and packs which will suit your requirements exactly. All of our packs and been written by our own training experts and we can guarantee that the training pack will satisfy your course requirements. Each pack will contain a full set of PowerPoint training slides, trainer’s notes, a course manual, and a full set of handouts and activities.

We have been running our courses since 1995 and have trained 1000’s of people via open courses and in-company seminars. We guarantee that the course you buy is the one we train. All courses are trainer and trainee friendly so you’ll be up and running quickly (depending on your training experience).

We know how difficult it is to choose amongst the many training materials available on line, that’s why we have 3 packages that will suit you needs. With our gold, silver and bronze packages you can choose the training format that’s right for you and your budget. Call us 0044 (0)208 269 1177 to discuss your requirements or email us

Related information

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