| TELEPHONE SALES SKILLS (OUTBOUND) |
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| Course Aim |
| Telesales training to help delegates understand the importance of effective communication on the telephone. Using this knowledge, they will be able to construct a framework to ensure successful preparation and outcomes to all their telesales calls. |
| The telesales training programme is suitable for salespeople who need to use the telephone to proactively approach customers to up sell and/or cross sell the company's products and services. |
| Course Objectives |
| By the end of this course the delegates will be able to: |
| • Describe the different levels of customer interaction |
| • Demonstrate active listening skills |
| • Explain the different types of communication |
| • List what types of questions get the best information and which types of questions to avoid |
| • Describe the Four People Factors in relation to customers' buying behaviours |
| • List the AIDA process and how it adds value to a Telesales call |
| • Establish their own structure for a Telesales call using all stages from opening the call to closing the call |
| Content |
| Course content includes: |
| • The Four People Factors and how they impact on a telesales call |
| • Different levels of customer interaction - human and business |
| • Communication skills - questioning, listening, use of words, tone etc |
| • Opening the telephone call; putting the customer at their ease |
| • How to develop and maintain call structure |
| • Selling features, advantages and benefits, and when to present the product |
| • Handling objections |
| • Closing the sale |
| • Handling challenging calls |
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| How the course works |
| Delegates are given a clear understanding of the nature of outbound telephone selling and the need for the customer to feel relaxed and not pressurised. |
| During the course, delegates produce a number of scripts using a structured approach with words and phrases that sound natural and involve the customer. |
| At the end of the course, delegates prepare a personal action plan for use when they return to work. |
