Telephone Selling

The telephone remains an essential part of selling. The telephone provides great opportunities, and it presents particular challenges – which explains why many sales people are successful face-to-face but not on the telephone.

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Overview
Telephone selling is a highly specialised form of selling. It is more than just selling by use of the telephone. The absence of body language means we must rely on our voice only. Many salespeople who are good face-to-face, are poor on the telephone.

Time is compressed on the telephone. Seconds seem like minutes. Minutes seem like hours. This means we need skills to compensate for the lack of time.

This intensive and practical course provides the key skills needed.

Who Should Attend
All new telephone salespeople or those who wish to improve/refresh their ability to sell using the telephone.

Duration
1 Day

Selling Skills (Telephone Selling) – Course Objectives

Participants will learn:

    • the key challenges and benefits of telephone selling
    • how to prepare for a call and take advantage of the telephone environment
    • how to open the call and ‘set the scene’ for an effective call
    • to ask effective questions to uncover and develop needs
    • to match customer needs by aspects of the product/service, in a manner that moves towards agreement
    • how to get agreement in a conversational manner and handle any objections/questions that arise
    • the key post-call activities.

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Selling Skills (Telephone Selling) – Course Outline

Introduction
The role of the telephone
The advantages and disadvantages of selling on the telephone

Preparation
Taking advantage of the telephone
Call objectives and materials

Opening The Call
The Call Structure
Building rapport

Finding And Developing Needs
Question Structure
Designing questions

Matching Needs And Presenting Solutions
The Benefit Sequence
Developing a personal Style
‘Trial Close’

Getting Agreement
Reaching agreement in a professional manner
Handling objections/reservations

Post Call Activities
Records
Follow-up

Sales Questioning

The difference between ‘telling’ and ‘selling’ is ‘asking.’ As buyers become increasingly resistant to ‘aggressive’ selling, questioning skills have become a key difference between average performers and the top performers.

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Overview
Today’s competitive environment requires more than good interpersonal skills. Good salespeople are made, not born. They may have the inherent interpersonal skills and the ‘will-to-win’ but that must be matched by effective structures, processes and techniques. Sales Questioning has probably increased in importance more than most aspects of selling skills.

Salespeople are human. They develop good habits and bad habits. The good habits need reinforcement. The bad habits need to be realised and dealt with.

The sales force is arguably the most ‘expensive’ part of the workforce and yet is predominantly unsupervised at the point that matter most – with the customers. Skills need to be constantly refreshed and developed. As the future of the organisation often lies in the sales, new salespeople must become effective quickly. Investing in the skills of the sales force has greater return than investment in other areas of skills.

This intensive and practical course is the first in a course giving the key selling skills required. By using a course, skills are continually built.

Who Should Attend
All new and experienced salespeople.

Duration
1 Day

Selling Skills (Sales Questioning) – Course Objectives

Participants will learn:

  • to recognise the importance of questioning in advanced selling
  • receive a refresher on questioning skills. These skills will be taken to a more advanced level
  • to design questions for important situations and their current accounts
  • a powerful sequence to change priorities and cause action
  • to develop sequences to suit their personal style and current situations
  • valuable questioning techniques to improve their control of a meeting

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Selling Skills (Sales Questioning) – Course Outline

The Role Of Questioning
Reducing reservations and objections
Demonstrating interest
Finding latent needs
Tailoring the presentation

Questioning Structure
Types of question and their use
Designing questions to uncover needs and improving the quality of responses
Avoiding the pitfalls
Delicate questions
Protecting other persons ego

The G.E.T. Sequence™
How to ‘introduce needs’
Questions that convert ‘needs’ into ‘actions’
How to change ‘need’ priorities

Question Control Skills
The ‘Triple A’ sequence of handling questions
How to control digressions and the conversation flow

Managing Sales Inquiries

Overview
Today’s competitive environment requires more than good interpersonal skills. Good salespeople are made, not born. They may have the inherent interpersonal skills and the ‘will-to-win’ but that must be matched by effective structures, processes and techniques.

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Salespeople are human. They develop good habits and bad habits. The good habits need reinforcement. The bad habits need to be realised and dealt with.

The salesforce is arguably the most ‘expensive’ part of the workforce and yet is predominantly unsupervised at the point that matter most – with the customers. Skills need to be constantly refreshed and developed. As the future of the organisation often lies in the sales, new salespeople must become effective quickly. Investing in the skills of the salesforce has greater return than investment in other areas of skills.

This intensive and practical course is the first in a course giving the key skills required. By using a course, skills are continually built.

Who Should Attend
All new and experienced salespeople.

Duration
1.5 Days

Selling Skills (Sales Call and Enquiry) – Course Objectives

Participants will learn:

    • the key success factors in selling
    • a proven approach to a sales call
    • to ‘tune in’ to customers/prospects to increase their success
    • the key elements of preparation and the dramatic effect preparation can have on success
    • the key elements in opening the meeting to ensure success
    • to recognise the importance of questioning in advanced selling
    • a refresher on questioning skills – these skills will be taken to a more advanced level
    • to design questions for important situations and their current accounts
    • a powerful sequence to change priorities and cause action
    • to develop sequences to suit their personal style and current situations
    • valuable questioning techniques to improve their control of a meeting

 

Selling Skills (Sales Call and Enquiry) – Course Outline

The Professional Salesperson
Success characteristics
The difference between selling and manipulation
Changes in selling – the new ‘Triangles of Effort’
Sales Call Structure

Profiling For Greater Success
Profiling the organisation
Profiling the individuals concerned

Preparing For The Sales Call
Pre-call checklist
Setting the call objective
Handling nerves
Making the most of the reception area

Opening The Meeting
Relaxing the other person
Establishing credentials
Arousing curiosity/interest
Selling the agenda

The Role Of Questioning
Reducing reservations and objections
Demonstrating interest
Finding latent needs
Tailoring the presentation

Questioning Structure
Types of question and their use
Designing questions to uncover needs and improving the quality of responses
Avoiding the pitfalls
Delicate questions
Protecting other persons ego

The G.E.T. Sequence™
How to ‘introduce needs’
Questions that convert ‘needs’ into ‘actions’
How to change ‘need’ priorities

Question Control Skills
The ‘Triple A’ sequence of handling questions
How to control digressions and the conversation flow

The Sales Meeting

Professional Selling is not manipulation or bullying. Special skills are required. This module introduces the skills, situations and key points in a competitive sales process.

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Overview
Today’s competitive environment requires more than good interpersonal skills. Good salespeople are made, not born. They may have the inherent interpersonal skills and the ‘will-to-win’ but that must be matched by effective structures, processes and techniques.

Salespeople are human. They develop good habits and bad habits. The good habits need reinforcement. The bad habits need to be realised and dealt with.

The salesforce is arguably the most ‘expensive’ part of the workforce and yet is predominantly unsupervised at the point that matter most – with the customers. Skills need to be constantly refreshed and developed. As the future of the organisation often lies in the sales, new salespeople must become effective quickly. Investing in the skills of the salesforce has greater return than investment in other areas of skills.

Who Should Attend
All new and experienced salespeople.

Duration
1/2 Day

Selling Skills (Sales Call) – Course Objectives

Participants will learn:

    • the key success factors in selling
    • a proven approach to a sales call
    • to ‘tune in’ to customers/prospects to increase their success
    • the key elements of preparation and the dramatic effect preparation can have on success
    • the key elements in opening the meeting to ensure success

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Selling Skills (Sales Call) – Course Outline

The Professional Salesperson
Success characteristics
The difference between selling and manipulation
Changes in selling – the new ‘Triangles of Effort’
Sales Call Structure

Profiling For Greater Success
Profiling the organisation
Profiling the individuals concerned

Preparing For The Sales Call
Pre-call checklist
Setting the call objective
Handling nerves
Making the most of the reception area

Opening The Meeting
Relaxing the other person
Establishing credentials
Arousing curiosity/interest
Selling the agenda

Developing Sales Proposals

The sales proposal is often the result of extensive effort. Poor proposals waste the investment and effort involved.  Get it right to improve your sales efficiency.

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Overview
Written communication is an essential skill for all salespeople. As organisations become more complex, the need and circulation of proposals increases. Common errors include lack of clarity, irrelevance and being difficult/boring to read. The spontaneity of e-mail aggravates the number of type of errors experienced. A short e-mail may contain a crucial proposal.

Documents are often read by people who have not met the author. The document must often achieve our objectives by itself. Proposals are often the result of extensive effort. If the document fails – the previous work invested is wasted.

At school we were taught the written communication styles of literature and ‘fine’ writing. In business, many of these rules do not apply. Your business correspondence will not usually be read for pleasure. The amount of documents has dramatically increased. Our documents must compete with others.

This course is intensive, practical and interactive. It provides the key skills and techniques required by successful salespeople

Who Should Attend
All salespeople. Even trained and experienced salespeople will find this helps them to improve.

Duration
2 Days

Selling Skills (Sales Proposal) – Course Objectives

Participants will learn:

    • the considerations and constraints of a sales proposal
    • when to use a proposal and when not to
    • the key issues involved and how to handle them
    • the approach and considerations required in preparing a proposal
    • how to create a proposal that makes the prospect want to read it
    • the key elements to ensure the document is interesting
    • how to ensure their documents are understood
    • how to make their documents look appealing and easy to read
    • the key rules and pitfalls in presenting a document personally. They will also learn how to handle questions

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Selling Skills (Sales Proposal) – Course Outline

The Role Of The Proposal In The Sales Process
As a visual aid
In ‘letters’
The proposal as a closing tool
When not to send a proposal
the difference between a proposal and a report

Preparation
Setting the objective
Profiling primary/secondary readers
Preparation, information gathering

Proposal Structure
The different sections and their purposes
Creating a logical flow
Meeting different reader’s needs
Using the ‘need-feature-advantage-benefit-proof’ sequence

Ensuring Your Document Is Interesting
Key factors in creating an interesting document

Ensuring The Document Is Understood
‘rules’ guaranteed to reduce/remove potential misunderstandings
Common errors

Ensuring Readability Of The Proposal
A proposal is neither a novel nor an essay
The use of word processing readability indexes
The ‘fog index’
The structure of paragraphs
How to improve readability
Common errors that ‘turn off’ readers

Appearance Of The Proposal
Psychological factors
‘White space’
Binders

Presenting The Proposal Personally
Preparing for the personal presentation
The document as a visual aid
Consideration in the design of documents to be personally presented
Common pitfalls
Developing an effective personal style
Handling objections and reservations

Sales Awareness For Non Sales People

Anyone in contact with customers and prospects either helps or hinders the sales process. This course gives the essential knowledge and awareness needed.

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Overview
A common error is to believe that selling is only the role of the salesperson. In practice, everyone in the organisation has a role in selling. Customer handling and reputation are key factors in gaining business.

Who Should Attend
Anyone in contact with customers and prospects.

Duration
1 Day

Selling Skills (Sales Awareness) – Course Objectives

Participants will learn:

    • about the underlying factors in the sales process
    • how selling, done in their organisation, fits in with how prospect buy
    • to reach a greater understanding of the perspective of a salesperson
    • how the sales meeting works and their possible roles
    • how the negotiation meetings works and their possible roles
    • how to identify how they can help the sales process

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Selling Skills (Sales Awareness) – Course Outline

What Is Selling?
Definition
Myths
Factors in Persuasion

Buyer’s Thought Process
Stages in the thought process
How selling matches the buyer’s thought process

Sales
What salespeople do
Why salespeople are under stress
Why salespeople can be difficult to work with

The Sales Meeting
Stages in the sales meeting
The role of support personnel

The Negotiation Meeting
Stages in the negotiation meeting
The role of support personnel

How We Help/Hinder The Sales Process
How we help/hinder during:
Telephone liaison
Presentations/Demonstrations
Sales meetings/Negotiations
Contact with existing customers
Definition
Myths
Factors in Persuasion

Buyer’s Thought Process
Stages in the thought process
How selling matches the buyer’s thought process

Salesperson’s Role
What salespeople do
Why salespeople are under stress
Why salespeople can be difficult to work with

The Sales Meeting
Stages in the sales meeting
The role of support personnel

The Negotiation Meeting
Stages in the negotiation meeting
The role of support personnel

How We Help/Hinder The Sales Process
How we help/hinder during:
– Telephone liaison
– Presentations/Demonstrations
– Sales meetings/Negotiations
– Contact with existing customers

Prospecting For Sales

More telephone prospecting takes place today than ever before, and internet searches and email introductions can be a minefield. To obtain qualified appointments needs greater skill.

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Overview
Generating new sales leads is perhaps one of the most challenging selling skills. Prospecting includes all areas of lead generation such as mailing and telephone. Many salespeople who are good face-to-face are poor on the telephone. They rely heavily on non-verbal communication which is absent on the telephone. The compressed time on the telephone requires special skills to use this form of communication.

There is increased competition for the attention of prospects. E-mails and letters have dramatically increased over the last decade. Special skills are required to improve our chances of success. Gaining access to high level prospects is difficult and requires a special approach.

This practical and thought-provoking course provides the key skills to improve success in prospecting using the telephone and mailing.

Who Should Attend
All salespeople who do prospecting.

Duration
1 Day

Selling Skills (Prospecting) – Course Objectives

Participants will learn:

    • how to use mailers in conjunction with the telephone – this includes access to senior management
    • to understand how to replace the Non-Verbal-Communication used in face-to-face situations
    • the importance and elements of effective preparation
    • the components of making an appointment in one phone call
    • the components of making an appointment in two phone calls (Brochure, etc. on the first call and appointment on the second)
    • how to handle objections – they will develop a personal style that does not sound like a parrot
    • how to handle blockers such as receptionists, telephonists and secretaries

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Selling Skills (Prospecting) – Course Outline

Mailers
Structure
Common Errors
180º Prospecting

Style & Preparation
Advantages of telephone prospecting
Replacing Non-Verbal Communication on the telephone
Preparing for an effective session

The One-Stage Structure
The component stages of a one-stage telephone call and the rationale
Creating personal ‘approach’ & style
Handling objections and reservations

The Two-Stage Structure
The component stages of a one-stage telephone call and the rationale
Creating a personal ‘script’ & style
Handling objections and reservations

Handling Blockers
Handling telephonists/receptionists
Handling secretaries
Finding the names of contacts

Presenting Benefits

It is not  enough to bore customers by a standard monologue, they can read your regular sales patter for themselves on your website. Competitive selling requires presentations to be tailored to a customer’s needs and situation.

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Overview
In today’s competitive environment, the quality of the selling and sales strategies is often more important than the quality of the product/service. The way in which we discuss our products/ services/propositions is not just a matter of ‘technical excellence.’ Careless words cost sales. Careful words make sales. We must also pay heed to the individual’s vested interests and the emotion present.

This practical and intensive course builds on the presentations skills learnt and ensures the right skills.

Who Should Attend
All new and experienced salespeople who have learnt advanced questions.

Duration
1 Day

Presentation Skills (Presenting Benefits) – Course Objectives

Participants will learn:

    • the parameters of an effective face-to-face presentation
    • how to time their presentation and avoid common errors
    • how to ensure a seamless presentation of benefits in a way that makes the other person want to go ahead
    • how to minimise the risk of objections
    • how to develop their versatility skills, polish their presentation and use visual aids for maximum effect
    • how to meet the needs of the individual as well as the organisation

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Presentation Skills (Presenting Benefits) – Course Outline

Why & When Presentation Benefits
The position of the presentation in the sales process
Avoiding untimely presentations
The timing/flow of the presentation
What you cannot present
How to avoid common errors

Presenting Benefits
How to open the presentation
The ‘Need-Feature-Advantage-Benefit-Confirm’ Sequence
Identifying benefits for organisation
Ensuring attention and understanding
Avoiding solutions appearing ‘expensive’
The ‘Trial Close’
How to avoid common errors

Advanced Skills
Polishing the presentation
Recognising and handling ‘Buying Signals’
Recognising and controlling the flow
Using Visual Aids
Understanding the personal needs of the other person
Matching the ‘personal’ needs of the other person

Indirect Selling

Selling through others, such as distributors, agents or retailers requires additional skills to selling direct. We must create the right environment and support for the intermediary to sell. This course allows participants to develop their action plan and skills.

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Overview
Selling through other people is particularly challenging. The ‘other people’ may be distributors, dealers, sales channels or other sales forces in your own organisation. Many people who are good at selling direct to prospects fail when selling via other people. We need an action plan which ‘sells’ to the indirect sales force and then helps the indirect sales force to sell.

Unlike a direct salesforce, problems with an indirect salesforce result in reduced sales. We need special skills to handle such situations.

This stimulating and practical course provides the key skills and strategies needed and helps participants to develop their personal action plans.

Who Should Attend
All new and experienced salespeople who must sell through an indirect salesforce.

Duration
1 Day Course

Indirect Selling – Course Objectives

Participants will learn:

    • challenges and evolution of development
    • develop the first part of the action plan by reviewing potential content and discussion of priorities
    • develop the second part of the action plan by the same process of discussing potential content
    • the key aspects of review
    • the areas of skill development – particular attention will be paid to handling some of the more difficult situations.

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Indirect Selling – Course Outline

The Challenges Of Selling Through Others
The supply chain
Stages of Intermediary Salesforce Development

Action Plan – Part 1 – Basic Plan
Training
Incentives
Memory retention
The first sale
Promotion materials
Administration
Competitor briefing
Brainstorming, Action Plan Development

Action Plan – Part 2 – Building Business
Establish the right range of relationships
Keeping up-to-date
Maintaining focus
Action Plan Development

The Review Process
Goals/Relationship
Proposition/Benefits
Operation/Materials, etc.

Key Skills
Key skill range
Diplomacy skills:
– Difficult situations
– Techniques
– Enabling behaviours

Proposition Development

Developing new propositions or modifying propositions for particular clients/markets requires particular skills. Selling to clients who have not yet recognised the need requires particular skills. This course helps people to develop the skills and focus on current issues.

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Overview
Competition has meant that we need to develop propositions beyond mere products and services. Propositions that are relevant for a particular market segment or target prospect.

Bringing new ideas to market requires special skills. Good, successful salespeople and managers will often fail when it comes to new propositions or the creative application of existing products and services.

This course provides the key methodologies and skills required.

Who Should Attend
Any manager or salesperson involved in defining or selling new propositions.

Duration
2 Days

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Selling Skills (Proposition Development) – Course Objectives

Participants will learn:

    • how propositions can be selected (or objectives set) depending on the position in the value chain
    • how good questioning affects their decision
    • the key elements in proposition design
    • how to identify barriers to entry and applicable benefits
    • the key elements of Proposition Positioning
    • the key aspects of an effective ‘Elevator Pitch’ and will design one for their proposition
    • the key differences between selling a proposition when the prospect has identified
    • the need and selling a proposition where the prospect has not yet identified the need
    • how to introduce a new proposition as part of a sales meeting
    • how to introduce a new proposition later in the sales process and how to decide when it cannot be done.

 

Selling Skills (Proposition Development) – Course Outline

Proposition Selection
The Value Chain
Data required for positioning
Common errors

Designing The Proposition
The Proposition Development Blueprint
The Proposition Gem
Developing the Offering

Barriers & Benefits
Barriers to Entry/Exit
Exercise and Discussion
Proposition benefits

Positioning
Positioning issues and models
First Mover and Second Mover advantages and disadvantages
Value Chain

The Elevator Pitch
Common errors
Elevator Pitch situations
Key elements of success

The Role Of Creative Selling
Common errors
The Buying Decision and the role of Creative Selling
Differences between Creative Selling and Solution/Consultative Selling
The profile of innovative prospect personnel

Creative Selling Early In The Sales Process
Introducing the idea
Common errors
Creating a ‘flowing’ meeting
Customer involvement

Creative Selling Later In The Sales Process
Obstacles
Profile for prospect personnel
Techniques to be applied