Course Of The Month - Winning Business By Telephone

Sales teams are under pressure to deliver strong results in a patchy economy. At times like this every customer contact counts, and every opportunity needs to be capitalised upon. Internal sales teams, sales support teams and customer service teams can make a real difference to the sales effort.

With some additional skills, techniques and confidence internal teams can make a major contribution, uncovering new opportunities, arranging customer meetings and maximising customer spend as well as ensuring satisfaction and loyalty.

Structured Training’s course, Winning Business By Telephone, is a cost effective way to boost your sales, enhance team morale and improve retention. For a team of twelve the per head training rate falls well below £200 and with just one day away from the office your internal team can be delivering better results immediately.

Winning Business By Telephone

In-Company Course Overview

This course is also delivered as an open course. Click here for details.

This telephone selling skills course uses interactive tutorials and role plays to develop the self confidence, skills and belief required to proactively sell products or services over the telephone. It will develop an understanding of the sales process, how to deal with objections and then gain commitment to buy. Participants will leave the course having the confidence and skills required to deal with complaints and difficult situations.

Who Should Attend
People who need to develop their sales skills on the telephone, build better relationships with customers, and more effectively promote products or services by telephone. This course will also prove valuable to experienced salespeople who wish to improve their telephone selling skills. It is appropriate for people dealing with in-bound and out-bound telephone calls.

Course Objectives
After attending this sales training course, participants will have the ability to:

• Transmit to the customer a feeling of interest and attentiveness
• Be confident when dealing with price and delivery enquiries
• Build rapport with customers, so the customers keep phoning back
• Keep control of the conversation
• Handle complaints and difficult situations professionally
• Make and take effective sales calls
• Handle objections and gain commitment to proceed
• Structure a sales call for maximum results
• Enhance the reputation of their organisation through the application of successful telephone techniques.

Course Programme

Essential Telephone Skills
Conveying enthusiasm and commitment
Using your voice as a business builder
Transmitting a 'can-do' attitude

Understanding What Motivates Customers To Buy
Viewing your product or service from the customers' perspective
Adapting your style to meet the customers' needs
Making the most of E-mail enquiries

Controlling An Inbound Call
Asking questions to understand your customer
Understanding what gets in the way of communicationUtilising complaints as an opportunity to build loyalty

Making An Outbound Call
Planning - preparing to succeed
Structuring the call to gain attention and meet your objectives
Making the most of switchboards, assistants and voicemail

Managing The Sale
Selling benefits - putting products and services into customers' language
Handling objections and obstacles professionally
Gaining customer commitment

Building New Business
Targeting new sales opportunities
Sourcing prospect information on the Internet
Making appointments for yourself and others

Staying Sharp On The Telephone
How to identify 'performance lag'
Keeping yourself motivated
Asking for and using feedback to improve your performance

To see how this sales training course can help you to proactively sell products or services over the telephone or to talk through your requirements, including tailoring this course to suit your exact needs, please contact us.