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Training Course Summary:

This programme provides essential telephone selling skills for all staff who use the telephone to promote their organisation’s products or services, as well as demonstrating how to deal with objections and turn complaints into opportunities.

Who Should Attend:

Telephone sales staff who are new to selling products and services on the telephone.

Training Course Overview/Content:

Introduction & Objectives

Introduction
• Aims of the course and individual objectives

When to use the telephone
• Using the telephone as a professional selling aid
• Building customer relationships on the telephone

Selling on the telephone
• Effective opening statement and initial impact
• Voice and personal projection
• Assumptions
• Confidence and control

The sales process
• Why people buy
• Structuring a call
• Matching customers’ requirements

Communication skills
• The secrets of communication
• Questioning
• Listening skills
• Mirroring

Advanced questioning skills
• Probing techniques
• Influencing skills

Presenting your case
• Handling objections

Involving the customer in a collaborative outcome
• Questioning the benefits
• Closing the sale
• Agreeing actions
• Personal Action Plans

Review of Programme