Further Details
COURSE OBJECTIVES
Build and develop a confident telephone manner to break through the barriers that block your path to an appointment or sale.
Plan your calls and call rate to ensure maximum return from your efforts.
Promote your company and product using the appropriate tone and language.
Avoid rejection and build a relationship with each customer throughout the call.
Use effective questioning and listening techniques to match the relevent benefits of your product to the customer's needs.
Overcome objections and handle complaints confidently.
Present price in a positive way.
Turn general enquiries into an appointment or sale.
COURSE DESIGNED FOR
Anyone responsible for making outbound or handling inbound telesales calls with customers and prospects, including appointment making and dealing with general sales enquiries.
COURSE CONTENT
Selling on the Telephone -
The skill set required for successful telesales.
What makes people buy?
Knowing your company and product in depth
Understanding and overcoming phone blocks e.g voicemail, swtichboards etc.
Communicating Effectively -
Communicating without seeing, the unique features of telephone communication
Creating a vision, turning words into pictures
How to 'hook' your customer
Five key probing techniques to establish and agree customer needs
Lsitening for buying signals
Proactive Selling and Appointment Making -
Creating the right impression on outbound/cold calls
Planning for success
Call rates, your script and your individual style
Increasing order value
Responsive selling
Inbound Calls -
Turning incoming calls into orders
Presenting your product in a positive light
Ensuring you match your customer's needs precisely
Understanding your customer's concerns
Overcoming Objections and Securing the Sale -
Preempting and preparing for objections
Differentiating between real objections and 'brush-offs'
How to handle the silent decision maker
Timing the close
Personal Development -
Developing an action plan
Guide price
£395 1st delegate (£195 for others from the same organisation) |
