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tÉlÉcharger telesales training manual pdf

Telesales Skills
Professional Telesales Skills
This course is designed to improve the skills, techniques and confidence of those working in Telesales
and Telemarketing. The type of individual who thrives in this type of environment needs to be very
customer focused; have the ability to satisfy customer needs; and have the ability to think quickly
decisively to handle objections and close the deal. It is written with both the customer and the
organisation in mind to maximise on potential sales and build client loyalty.
Course content
Morning 9.30-12.30
Introductions, aims and Objectives
Professional telephone techniques
Projecting a professional image is one of the keys to professional selling. Delegates will understand the
techniques of making effective outgoing calls; how to build rapport with clients ; how voice
presentation skills can enhance the conversation; and how to create good first impressions on both
internal and external calls.
Call planning and Telesales strategy
‘Salespeople don’t plan to fail they sometimes fail to plan’. Call planning and strategy are essential to
understanding what to say to the customer and how to manage both the first call and the call-back.
Understanding why customers buy
Customer transition and the psychology of buying. We all go through a specific process when we
decide to buy goods and services. We will show delegates how to match their sale with the customer’s
buying sequence so that they can actively sell to ‘real’ needs and wants.
Opening the call and arousing interest
Sensational openings produce successful sales. The effective telephone sales person understands the
importance of powerful ‘attention-getters’ designed specifically to improve the positioning of the
product and the organisation with the customer.
Lunch 12.30-1.30
Afternoon 1.30-5.30
Questioning and need finding
Unless the salesperson satisfies customer needs there can be no sale. The ability to use open and closed
questions to uncover ‘real’ customer needs separates the average from the successful telephone sales
person. Delegates will learn how to use questions to discover customer needs, challenges and problems
and how to use these to create value in the solutions their products provided.
Selling benefits
If you have opened the sale well and gained the "buyer's' interest and attention, uncovered needs and
agreed them with the customer the next stage is to present the benefits of your product, idea or service. To
do this effectively sales people must be able to add value to their product and present both known and
unknown benefits to build customer desire.
Recommendation and Closing skills
To sell you must be able to close. Delegates will learn how to recommend the best package to satisfy
their customer’s needs and when it is best to close the sale.
Handling objections
The ability to deal with objections is an essential skill in sales. We will focus on how delegates can
control the call so that they are able to deal with all objections calmly and confidently. We will cover;
understanding the types of objection; dealing with objections effectively and keeping control during a
The Power of the Telephone
Lifetime Value of Your Average Customer
Improving the Power of the Voice
Inner Dialogue
Effective Communication
Planning the Call
Telephone Sales Contact Strategy
Understanding Why Customers Buy?
Opening the Call and Arousing Interest
Stages of Effective Introduction
Qualifying the Client
Uncovering the Customer’s Needs
The Art of Listening
Selling Benefits
Closing the Customer
Methods of Overcoming Resistance
Making a Quality Appointment
Appointment Making
Analysing the Call Afterwards
Action Plan
Course Evaluation Form
Communication is a two way process
Information is a one-way process
The phone is probably the most used tool in modern business. 25 million business-to-business
calls are made every day in the UK (Source: BT). Not everyone admits to being confident or
totally proficient in their use of the phone so it is worth looking at why phone skills are vital for
effective business communication. This is largely because it is a (relatively) cheap and efficient