Winning Business By Telephone

This course addresses the range of competencies required by people using the phone to gain additional business at a foundation level. These give the salesperson a clear view of the responsibilities and requirements of a professional telephone based sales role.

Who Should Attend

People who need to develop their sales skills on the telephone, build better relationships with customers, and more effectively promote products or services by telephone. This course will also prove valuable to experienced salespeople who wish to improve their telephone selling skills. It is appropriate for people dealing with in-bound and out-bound telephone calls.

Course Objectives

After attending this course, participants will have the ability to:

• Transmit to the customer a feeling of interest and attentiveness
• Be confident when dealing with price and delivery enquiries
• Build rapport with customers, so the customers keep phoning back
• Keep control of the conversation
• Handle complaints and difficult situations professionally
• Make and take effective sales calls
• Handle objections and gain commitment to proceed
• Structure a sales call for maximum results
• Enhance the reputation of their organisation through the application of successful telephone techniques.

Course Programme

Essential Telephone Skills
Conveying enthusiasm and commitment
Using your voice as a business builder
Transmitting a 'can-do' attitude

Understanding What Motivates Customers To Buy
Viewing your product or service from the customers' perspective
Adapating your style to meet the customers' needs
Making the most of E-mail enquiries

Controlling An Inbound Call
Asking questions to understand your customer
Understanding what gets in the way of communication
Utilising complaints as an opportunity to build loyalty

Making An Outbound Call
Planning - preparing to succeed
Structuring the call to gain attention and meet your objectives
Making the most of switchboards, assistants and voicemail

Managing The Sale
Selling benefits - putting products and services into customers' language
Handling objections and obstacles professionally
Gaining customer commitment

Building New Business
Targeting new sales opportunities
Sourcing prospect information on the Internet
Making appointments for yourself and others

Staying Sharp On The Telephone
How to identify 'performance lag'
Keeping yourself motivated
Asking for and using feedback to improve your performance