Who Should Attend?

All staff who use the telephone as a tool to sell products or services directly to external customers, and who need to improve and develop their telephone selling techniques.

About the Programme

Effective salespeople are fundamental to any organization. In an increasingly competitive market, companies realise they must adopt a proactive approach to increasing sales and retaining their customers. This course is designed for people who represent their company's image by selling their products or services over the telephone, and who want to increase their company's long term business capability.

Course Objectives

• A clear understanding of the key skills of good telephone etiquette
• Understanding how every individual who uses the telephone represents the company's overall image
• Enhancing your verbal and vocal skills
• Building on the basics - your attitude; your drive; your confidence
• The seven steps of a telesale
• Clearly identifying the telesales process
• Applying the correct sequence to the sale, using verbal skills
• The development and practical application of 'natural' telephone scripts
• Identifying the most common objections and exploring ways to overcome them

What You Will Gain

• A comprehensive understanding of how to use the telephone to sell your company's products and services
• A clear understanding of the techniques of using verbal communication skills to determine your customers' needs and expectations
• The ability to increase your sales performance and effectively deal with existing, and new customers, over the telephone

Programme Contents

DAY ONE
• Differentiating Your Organization From The Competition
• Ensuring The 'First Impression' Is 'A Lasting Impression' - For All The Right Reasons
• Attitude, Drive & Confidence
• Verbal & Vocal Skills
• Using Positive Language
• Using The Correct Sequence
• How To Sell Professionally
• Prospecting & Hunting For New Business
• Why Do People Buy?
• Identifying Customer Needs
• Key Questioning Techniques

DAY TWO
• Understanding The Telephone Selling Process
  > Planning & Preparation
  > The Greeting
  > Identifying The Customer's Needs
  > Meeting The Customer's Needs
  > Closing The Sale
• Developing Scripts - Using Variations Of Your Script - Practical Applications
• Objections - Obstacles Or Opportunities?
• How To Handle Objections
• Role Plays

2 Days - Non-Residential

Delegate spaces available on the following course dates: