Enhancing Your Telephone Sales Skills - Outbound / Call Centre Telesales
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Description and objective: Delegates are given a clear understanding of the nature of outbound telephone selling and the need for the customer to feel relaxed and not pressurised. During the course, delegates produce a number of scripts using a structured approach with words and phrases that sound natural and involve the customer. Telephone monitoring equipment can be used if requested, to give delegates the opportunity to practise their skills in a positive environment. At the end of the course, delegates prepare a personal action plan, for use when they return to work .
Why should you attend?
To help delegates understand the importance of effective communication on the telephone. Using this knowledge they will be able to construct a framework to ensure successful preparation and outcomes to all their telesales calls.
Key areas to be covered in the programme and documentation:
· Using the telephone; advantages and disadvantages
· The Four People Factors and how it impacts on a telesales call
· Different levels of customer interaction – human and business
· Communication skills – questioning. Listening, use of words, tone e.t.c.
· Opening the telephone call. Putting the customer at their ease
· How to develop and maintain call structure
· Selling features advantages and benefits and when to present the product
· Handling objections
· Closing the sale
· Handling challenging calls
Benefits to you:
· Describe the different levels of customer interaction
· Demonstrate active listening skills
· Explain the different types of communication
· List what types of questions get the best information and which types of questions to avoid
· Describe the Four People Factors in relation to customers’ buying behaviours
· List the AIDA process and how it adds value to a Telesales call
· Establish their own structure for a Telesales call using all stages from opening the call to closing the call
Who should attend?
The programme is suitable for salespeople who need to use the telephone to proactively approach customers to up sell and/or cross sell the companies products and services.
*** *** Please note that this is an In-Company Course only, for further information on our In-Comany solutions please visit www.marcusevanspt.com
Contact marcus evans professional training
| Phone | +44 (0)20 7647 2383 When calling be sure to mention Training Pages
| Fax | +44 (0)20 7647 2261 |
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