Telephone selling can be a challenge. It can be a pressured environment and sales professionals need to be able to maintain peak performance in order to meet - and preferably exceed - their targets. This programme will help make it easier for them.
The expert trainer covers the whole process, to help participants see it from their customer's perspective. The focus is on how to use a practical understanding of sales psychology, and of the nature of the telephone sales conversation, to help make it easier for customers to buy.
This programme will give your team the skills to:
This course will help participants:
Understand why people buy - and how that makes it easier to sell
Manage the sales process better
Steer their sales calls to a more positive outcome
Recognise - and respond to - customer buying signals
Meet and overcome objections
Choose the most appropriate techniques for closing with confidence
Enhance their resilience
Improve their communication skills on the telephone
1 Introduction
Aims and objectives
Overview
Self-appraisal of current skills and development areas
2 The sales approach
What selling means
Why selling is like nature
3 The telephone as an instrument of communication
Qualities of the telephone
How telephone communication differs from face-to-face
Advantages and drawbacks of the telephone
How to optimise selling over the telephone
Communication techniques to help you stand out from the crowd
4 Creating a relationship
Professional telephone etiquette
Building a rapport
Connecting with the customer so that they feel you are on the same wavelength
5 The structure of a sales call
Opening the call - creating a positive first impression
Effective questioning to gather information and establish need
Identifying and presenting the features and benefits of the product or service
Matching the benefits to customers' needs
Recognising and responding to buying signals
Anticipating, meeting and overcoming objections
Closing the sale and asking for the order - different closing techniques
The importance of testimonials - how to obtain them and when to use them
6 Listening skills
The challenges of accurate listening
How to enhance listening skills
Ensuring the customer feels heard and understood through empathetic listening
7 Shaping and using a script
Developing a script to increase levels of confidence