High Level Telephone Skills

Overview

Course duration: 1 day.

This inspirational one-day workshop is packed full of fresh concepts and strategies that are guaranteed to maximise your sales success when selling over the telephone. This workshop covers advanced telephone sales skills that will help you to attract new business and open new doors.

The main focus of the one day is opening new doors and adopting an approach that differentiates you from your competitors. This approach will help you to secure fresh business and increase your customer base.

This workshop is very interactive, upbeat and engaging. Learning objectives are achieved through self-assessment, action planning, coaching, reflection, discussion and practice. Every skill and concept explored will be brought to life so you can clearly see how you will apply your learning to your sales role.

Is it right for me?

Telesales representatives who sell to new and existing customers, and sales people who make appointments by telephone. First level sales skills are assumed and will not be covered in great detail on this course.

What will I learn?

By the end of this course you will be able to:

• Understand the psychology behind the modern day purchasing decisions that your customers make.
• Recognise how to make a positive connection with every customer every time.
• Handle every objection professionally and productively.
• Manage challenging customer behaviour.
• Work with a sales process that focuses on motivating the customer to buy from you by choice.
• Be aware of your own strengths, limitations, motivators and work motivators.
• Identify clearly areas for your future development.

What will it cover?

Sales Through Service - It’s the Only Way

• Pre-call activities
• Establish your call objectives
• Who are you calling? What is their business?
• Why are you calling?
• Getting past the gatekeeper.
• Goal and outcome setting

Powerful communication – how to be heard

• High level questioning skills
• Advanced and creative listening skills that get real answers; identifying the need
• Presenting a win/win solution
• Influencing skills
• Managing our mindset: the self fulfilling prophecy
• Language and voice skills to build rapport

Building the Relationship - Getting it Right Every Time

• Understanding and respecting the customer’s emotional needs
• Understand the customers business
• Managing challenging customer behaviour

The Sales Process - Structure versus Script

• The sales process meets the buying process
• The powerful call opening
• Structure and positioning
• Identify cross-selling opportunities
• When and how to close
• Objection handling

Planning for Customer Retention  

• Developing after sales strategies
• Rewarding and attracting customer loyalty
• How to influence customer service strategies

Personal development

• Create a tool kit of techniques
• Establish areas of the process for development
• Create an action plan for back to work