Telesales Skills

Featuring W. Steven Brown, C.P.A.E.

COURSE OUTLINE

What Is The Primary Objective?

To enhance the telesales professional's ability to increase sales through a customer centered approach to telephone communication.

Who Should Participate?

CEO's to front line sales, marketing and customer service representatives. Anyone who is involved in the telesales process.

How Is It Used?

The system is facilitated internally within the client organization in a flexible manner. This ensures the content is personalized to resolving the specific challenges of the client.

What Will Be The Outcome?

Over time each participant will be able to:

• Project an attitude of confidence and enthusiasm
• Employ the rules of effective telecommunications
• Demonstrate enhanced creativity
• Clearly see the telephone sales process from the prospect/customer's view
• Effectively plan a telephone sales presentation
• Properly analyze and learn from every presentation
• Quickly gain the prospect/customer's trust and confidence
• Successfully qualify to determine full needs
• Creatively open the prospect/customer's mind
• Communicate benefits to gain positive action
• Effectively sell value added services
• Know when and how to close the sale more effectively
• Professionally meet and verify true concerns or objections
• Successfully answer concerns or objections
• Properly deal with dissatisfied customers
• Effect a system of professional follow-up
• Increase sales and exceed the customer's expectations

Session #1 - "Precepts For Effective Telecommunications"

1. The rules for effective telecommunications
2. How we are judged on the telephone
3. The importance of our attitude
4. Developing confidence and enthusiasm
5. Making the prospect feel important

Session #2 - "Strategies for Success"

1. Belief - the key to sales success
2. The sales process from the prospect's view
3. How buying decisions are made
4. Creatively planning a sales presentation
5. Analyzing calls to learn from mistakes

Session #3 - "Establishing Credibility"

1. Quickly establishing trust and confidence
2. Every call is an interruption
3. The importance of inflection and tempo
4. Anticipating prospect questions
5. Always establish a purpose for your call

Session #4 - "Qualifying for Success"

1. Showing interest in your prospect
2. Important areas to question
3. Getting the prospect to share
4. Determining authority
5. Probing inbound callers for additional needs

Session #5 - "Opening the Mind and Justifying the Decision"

1. How to open the prospect's mind
2. Using curiosity to maintain attention
3. Proving what we say
4. Helping the prospect justify a decision
5. Using evidence to support a presentation

Session #6 - "Arousing Desire"

1. People buy emotionally and justify logically
2. Putting logic and emotion into proper balance
3. Value added selling
4. Using facts and benefits effectively
5. Customizing your presentation to your prospect

Session #7 - "Triggering Action"

1. Determining the action you seek
2. Close when the customer is ready to buy
3. Probe to read the prospect's buying temperature
4. Building prospect confidence by seeking opinions
5. Seven ways to close

Session #8 - "Meeting and Verifying the Roadblocks to Success"

1. Professionals don't quit at the sign of resistance
2. How to meet the "no" professionally
3. Probing without pressure
4. Burying excuses without upsetting the prospect
5. Verifying the prospect's true concern or objection

Session #9 - "Answering Objections"

1. When to answer objections
2. How to use empathy with objections
3. Putting objections in proper perspective
4. Reversing the objection
5. Successfully answering objections

Session #10 - "The Sale Begins When the Prospect Says 'Yes' "

1. Effective follow-up is essential
2. Successfully cross selling
3. How the customer's expectations are formed
4. Exceeding the customer's expectations
5. Dealing with the dissatisfied customer