Tele-Techniques to Increase Leads & Sales

Course details

The telephone can be an effective and highly efficient medium to increase a firm’s business. At one end, it is used to provide complementary services to customers and enhance their loyalty; at the other end, it is becoming increasingly important as an additional distribution channel to introduce or cross-sell products. Somewhere in between, the telephone is used as a vital part in the funneling process to qualify enquiries and turn them into hot leads for the salesforce to follow up and make the sale. This is especially important for the more complex and big-ticket products. This workshop is designed to equip customer contact personnel with the core skills to perform effectively over the telephone. Those who want to go beyond “sounding nice” to give customers a wonderful on-line experience would find this program most helpful too.

PROGRAMME OBJECTIVES

At the end of the workshop, participants will be able to:

1. Understand how to use the telephone to get leads, sales and serve customers 
2. Know how to avoid major errors in using the telephone
3. Be able to adopt a professional telephone selling process

PROGRAMME OUTLINE

1. Telephone: Tool or Nuisance
2. Major Errors in Using the Telephone
3. Handling Techniques
4. Qualities Of A Successful Telemarketer
5. The Customer Buying Process
6. The Consultative Selling Process
7. Turning Enquiries Into Sales
8. Cross-selling and Selling-up
9. Scripting Messages & Opening the Call
10. Opening a “Cold” Call
11. Clearing Roadblocks
12. Identifying & Confirming Needs
13. Probe, Listen, Clarify
14. Presenting Benefits & Responding to Objections
15. Suggestions for effective presentations
16. Techniques for handling resistance and objections
17. Obtaining Commitments
18. Techniques to help smoothly lead to a commitment
19. Using the Complete Telemarketing Process