Essential Telesales Skills 2 Day Course (Feb, March, April, May & June 2012) - Contact for dates

Course Content - Day 1

Goal Setting

Current sales performance
Desired sales performance
Impact of increased sales success
Development of sales goals and motivation
Understanding the link between sales and success, sales process and measurement
Understanding contact ratios

Group Sessions



In pairs create your route map to sales success using GROW. Then present back to the group.



The Sales Process



Fully understand the sales process and how your customers will benefit from structured advice and instruction.

Meet and Greet – First impressions. Building rapport and relationship.
Qualification and Needs Analysis – Understanding your customer
Presentation – Present your product to create agreement
Trial Close – Does your customer understand?
Negotiation – Getting the right price for everyone
Close – Creating the environment in which the customer can say ‘yes’
Overcoming Objections – The ‘LAP’ technique



Day 1 – Learning Points

Setting sales goals
Understanding process
Measurement and controls
Key sales techniques
Rejecting the fear of selling


Course Content - Day 2

Review of evening assignment and review of previous day’s learning and activity



Customer Motivation

Understanding the lead’s behaviours
Creating strategies that build rapport
Creating need and desire

Call Preparation

Data use and regulations
Qualifying the lead / Interpreting the data
Developing your approach utilising the 7 steps to the sale
Why should they listen?
Key words or phrases to develop interest

Receptionist Management

Understanding the role of the receptionist or secretary
Creating strategies to build rapport and establish trust
Asking for the connection to the decision makers

Product Knowledge

Fully understanding the product or service you sell
Creating goals and success measurement for your call

Group Exercise


With the product specification and client brief provided, build your strategy, approach, goals and measurement to achieve a successful telesales call.



Practical Application



Practice Calls



Using the strategy created, complete a number of practice calls, developing confidence and adjusting your approach as experience dictates. Where facilities allow, calls may be recorded and played back for evaluation purposes.



Live Calls



Utilising the data provided and the strategies you practiced previously, conduct live calls to create appointments, sell the product(s), create awareness or develop client relationships as appropriate to the individual business. Once again, where the facilities allow, calls may be recorded and played back for evaluation purposes.



Summary of Activity and Learning



Creation and Review of Individual Action Plans and Goals



Day 2 – Learning Points

Customer motivation
Understanding the rules and effective call preparation
Creating positive strategies for success
Practical, relevant success