Professional Telephone Selling

Benefits

• Greater sales success
• Improved confidence and positive behaviour
• More effective closing techniques
• Successful up-selling and cross-selling

Contents

• Managing Attitudes
• Successful Telephone Sales behaviours
• Dealing with Call Reluctance
• The Sales Process
• Understanding a Telephone Buyer
• Telephone Sales Model
• Conducting the Telephone Sales Call
• Setting Call Objectives
• Using a Structured Opening
• Uncovering Customer Needs
• Selling Your Products/Services
• Resolving Objections
• Closing the Sale

The purpose of this seminar is to develop the focus and behaviours of telephone-based salespeople, enabling them to convert calls into sales.

"This course has changed me from thinking about me as a salesperson to thinking from the customer's point of view."
Customer Services, Ballance Agri-Nutrients

Learning Outcomes

Explain the relationship between their attitude and behaviour, and the direct correlation that this relationship has on their sales results.

Describe the behaviours that enable them to achieve sales targets and develop a plan to put these into action at work.

Be aware of their personal call reluctance behaviours and develop strategies to manage these.

Describe each stage in the Buyer Motivation Cycle and be able to recognise what stage a customer is at in that process.

Explain what a salesperson would do with a buyer at each of the five stages of the sales model.

Use a model to develop objectives for inbound and outbound calls.

Demonstrate building rapport on the telephone as part of a structured opening for outbound calls.

Demonstrate the use of open questioning and attentive listening techniques to uncover customer needs.

Explain how their company's products/service will benefit their customer and sell its value.

Demonstrate the process for resolving objections and closing the sale.

Describe the common opportunities to up-sell and cross sell their company's products/service.