This one-day instructor-led course is intended to provide an understanding of over the phone sales techniques that can be used by people taking in-bound calls or making outbound sales calls.
Making sales over the telephone requires the use of slightly divert techniques form face to face sales. This is largely because the body language elements that accompany communication are not accessible over the phone, but also because when making outbound calls, the person receiving the call has not recognised a need for the products and/or services being offered.
It is therefore necessary, for employees whose role is that of making sales over the phone to adapt their communication style and to develop rapport and relationship building techniques that will enable successful sales.
Upon course completion, participants will be able to:
• Effectively sell products / services • Effectively promote the organisation • Answer and follow up client / customer queries • Make appointments with clients / customers
Diagnostic clinic • Your confidence levels • Your current sales technique • Your current voice technique
Introduction to phone sales • Why is selling over the phone different? • Types of selling over the phone: • Cold calling • Initial enquiries • Follow up • Repeat customers
Phone sales techniques – in bound and outbound • Introduction • Rapport / relationships • Product knowledge: benefits and features • Cross selling and up-selling • Closing sales
In-bound calls • Accurately identifying the nature of the call • Identifying client / customer needs • Answering queries • Matching product/s service to need • Making the sale • Taking messages
Outbound calls • Cold calling: • Sourcing listings • Scripts • The opening • Rapport • Using the soft sell • Maintaining a positive attitude • Managing stress • Following up • Making voice mail work for you
Voice techniques
Planning into Action • Putting planning into action
