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

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