Rationale:
As this technology advances, there is a greater need to become more effective in our ability
to communicate. Selling products and services over the telephone has proven to be not only
convenient for customers, but also extremely effective and cost efficient for businesses.
This course is designed to develop communication skills that will enable the participants
to gain maximum results from selling their products and services over the telephone.
Who Will Benefit?
People who are involved in receiving inbound sales related enquiries, product/service orders
and enquiries or making outbound sales calls and prospecting for new business.
What are the Key Learning Outcomes?
This course will cover competencies designed to increase participant’s professionalism
and confidence when selling via the telephone. Participants will learn how to implement
sales skills and customer service skills essential for being effective when dealing with
customers/clients over the telephone.
What is the Duration?
In-house: One or Two Day
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Module One:
What is Effective Telephone Selling?
This module gives an overview of telephone selling and the various types of telephone sales situations.
_Overview of the Sales Process
_Incoming Calls (Enquiries) _Proactive and Reactive Calls to Existing Customers
_Proactive Calls and Reactive calls to Prospective Customers Proactive _Calls as Follow-up
Module Two:
Responsibilities of a Telephone Salesperson
This module covers the key competencies and establishes the profile of an effective telephone salesperson.
_Code of conduct (Based on best practices)
_Professional Image
_Attitude
_Product Knowledge
_Communication Skills
Module Three:
Prospecting for Potential Customers and Business
This module looks at the prospecting and qualifying process.
_Prospecting for new and existing Business Opportunities
_Qualifying Process and Qualifying Customer’s Needs
Module Four:
Using Sales Aids for Telephone Selling
This module shows how to effectively use sales aids to enhance the sales process and assist customers in making decisions.
_Pre Approach Letters
_E-mail
_Websites
Module Five:
Making the Call
This module covers the key competencies for effective telephone selling.
_Call Objectives
_Personal Preparation (Mind set)
_Establishing Rapport and Expectations
_Effective Communication
_Six Steps to Effective Telephone Selling
_Understanding Features and Benefits
_Overcoming Stalls and Objections
_Gaining a Commitment (Closing) |
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