Telephone Sales Skills

Telephone Sales Skills Course Outline

Please remember this is just a sample outline, all of our courses are bespoke and tailored to suit your needs.

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.

• Sales Framework and Call Guide
• • Different stages of a sales call
  • Welcome
  • Identifying customer needs
  • Presenting the solution
  • Closing the sale

• The Four People Factors and how it impacts on a telesales call
• Different levels of customer interaction - human and business
• Handling challenging calls
• Handling objections
• Dealing with challenging calls
• Several skills practice sessions focused on your product or service