Effective Telephone Skills

Course details

Telesales - the business of marketing goods or services by telephone is the fastest and most cost-effective selling approach used today. Products and services can be sold on the phone; prospects can be targeted for specific industries. This course shows you how to make effective calls and get positive results, how to overcome screeners, find the right person and make an effective presentation on the phone.

Course Objective:

• Develop a positive selling and customer service excellence attitude
• Utilize the telephone as a powerful tool to reach and penetrate accounts which have been neglected
• Understand and appreciate the sales cycle and the role of telesales
• Manage cross-selling and up-selling effectively, understand the importance of selling multiple services to a single customer, and how to be proactive in making it happen
• Develop effective telephone handling skills, identify buying signals, and how to grab opportunities
• Develop confidence to turn every call into a positive lead or sale

Course Outlines:

• Right Selling & Customer Service Attitude
• Everybody Sells
• Cross-Selling
• Up-Selling
• Listening & Asking Questioning
• Probing and Listening Effectively
• Answering In-Bound Calls
• Making Presentation on the Phone
• Making Effective Out-Bound Cold Calls
• Designing Telephone Script
• Role-play: Making Out-Bound Calls
• Solution Selling vs. Product Selling
• Handling Objections
• Consultative Selling
• Developing Standards in Response over the Phone
• Handling Complaints and Crisis