Telephone Sales Skills

Course Aim

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, whether in or outbound.

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
Explain the move from service to sales using appropriate language and timing
Introduce and use a sales framework
Construct questions in a sales context and listen effectively to what the customer is saying
Explain products and services in a meaningful manner
Describe how to gain customers commitment
Demonstrate how to overcome objections and deal with difficult calls

Course Content

Course content includes:

World Class Customer Service
- What is customer care
- What customers want
- Magic Moments
- Balancing customers human and business needs
- Moments of truth
- Attitudes and their impact

World Class Sales and Service Skills
- Communication skills - questioning, listening, impact of words used.
- Sales skills and knowledge - sales process, buying process.