Course objective

• A clear understanding of the key skills of good telephone etiquette
• Understanding how every individual who uses the telephone represents the organization’s overall image
• Enhancing your verbal and vocal skills
• Building on the basics – your attitude; your drive; your confidence
• The seven steps of telesales
• Clearly identifying the telesales process
• Applying the correct sequence to the sale, using powerful verbal skills
• Identifying the most common objections, and exploring ways to overcome them
• A comprehensive understanding of how to use the telephone to sell your organization’s products and services
• A clear understanding of the techniques of using verbal communication skills to determine your customers’ needs and expectations
• The ability to increase your sales performance and effectively deal with existing, and new customers, over the telephone
• The skills to deal with objections and complaints from customers

Course outline

• Differentiating Your Organization from the Competition
• Ensuring the First ImpressionIs A Lasting Impression for All the Right Reasons
• Attitude Drive and Confidence
• Verbal and Vocal Skills
• Using Positive Language
• How to Sell Professionally
• Prospecting and Hunting For New Business
• Why Do People Buy?
• Identifying Customer Needs
• Key Questioning Techniques

• Understanding The Telephone Selling Process

• Planning & Preparation
• The Greeting
• Identifying The Customer’s Needs
• Meeting The Customer’s Needs
• Closing The Sale

• Developing Scripts – Using Variations of Your Script – Practical Applications

• Objections – Obstacles or Opportunities?
• How to Handle Objections
• Dealing with Complaints
• Role Plays