Effective Telephone Sales Techniques

“Increase sales & build customer relationships over the telephone”

Overall Aim:

The aim of this online workshop is to help sales staff achieve a greater understanding of what motivates people to buy and become more effective in their ability to influence and communicate with customers using the telephone in order to grow sales. The participants will gain a greater awareness of customer’s expectations, learning to develop the necessary skills and techniques in using the telephone to confidently increase sales whilst building valuable customer relations.

Objectives

After completing the workshop, each participant will be able to:

• Get the best from every call – work the numbers, develop relationships and generate leads
• Improve efficiency on the telephone through better preparation and planning
• Overcome reluctance, build confidence, assertively know how and when to lead a call
• Create an impact with a powerful voice – its not what you say, its how you say it
• Have the right attitude, create an impression & learn to really listen to customers
• Ask the right questions to qualify sales and get customer feedback
• Pre-empt customers’ expectations, build a case, handle objections and qualify the price
• Learn to recognise buying signals and know when to ask for the order / next step
• Follow up and keep in touch with customers to build opportunities & sales for the future

Workshop Content:

• Overcome reluctance & build confidence through preparation and planning
• The power of your voice to communicate effectively & influence customers
• Have a positive attitude to create a great impression and build rapport
• Guide the customer through the 4 steps of the sales call to generate sales
• Deliver the perfect sales pitch to grab the customers attention and build interest
• Ask skillful questions & listen intently to identify what the customer really needs
• Talk the customer’s language, present relevant benefits and make a connection
• Handle objections, qualify the price and deal with rejection
• Avoid overselling, recognise verbal buying signals and ask for the order / appointment
• Work the numbers, remember to follow up and analysis your calls for continuous improvement

Trainer:

Karen Sommerville
Call Focus