Essential Tele Sales
This is an intensive 2 day programme designed to give you the essential skills to convert more leads into appointments or sales by utilising an effective and proven sales process. Many companies and individuals have increased their turnover and profits by applying the systems learned during this day. This programme is designed for anyone with a telesales function to fulfil, whether that is in business to business sales or business to consumer. Experienced and inexperienced staff alike can benefit from this course, bringing new skills and revitalising old ones. All delegates will be required to bring full brief of their telesales duties and product range to build realism and practical, relevant experience. A short list of 10 target customers with all relevant contact data is also required.
Course Content - Day 1
Goal Setting
- Current sales performance
- Desired sales performance
- Impact of increased sales success
- Development of sales goals and motivation
- Understanding the link between sales and success, sales process and measurement
- Understanding contact ratios
Group Sessions
In pairs create your route map to sales success using GROW. Then present back to the group.
The Sales Process
Fully understand the sales process and how your customers will benefit from structured advice and instruction.
- Meet and Greet – First impressions. Building rapport and relationship.
- Qualification and Needs Analysis – Understanding your customer
- Presentation – Present your product to create agreement
- Trial Close – Does your customer understand?
- Negotiation – Getting the right price for everyone
- Close – Creating the environment in which the customer can say ‘yes’
- Overcoming Objections – The ‘LAP’ technique
Day 1 – Learning Points
- Setting sales goals
- Understanding process
- Measurement and controls
- Key sales techniques
- Rejecting the fear of selling
Course Content - Day 2
Review of evening assignment and review of previous day’s learning and activity
Customer Motivation
- Understanding the lead’s behaviours
- Creating strategies that build rapport
- Creating need and desire
Call Preparation
- Data use and regulations
- Qualifying the lead / Interpreting the data
- Developing your approach utilising the 7 steps to the sale
- Why should they listen?
- Key words or phrases to develop interest
Receptionist Management
- Understanding the role of the receptionist or secretary
- Creating strategies to build rapport and establish trust
- Asking for the connection to the decision makers
Product Knowledge
- Fully understanding the product or service you sell
- Creating goals and success measurement for your call
Group Exercise
With the product specification and client brief provided, build your strategy, approach, goals and measurement to achieve a successful telesales call.
Practical Application
Practice Calls
Using the strategy created, complete a number of practice calls, developing confidence and adjusting your approach as experience dictates. Where facilities allow, calls may be recorded and played back for evaluation purposes.
Live Calls
Utilising the data provided and the strategies you practiced previously, conduct live calls to create appointments, sell the product(s), create awareness or develop client relationships as appropriate to the individual business. Once again, where the facilities allow, calls may be recorded and played back for evaluation purposes.
Summary of Activity and Learning
Creation and Review of Individual Action Plans and Goals
Day 2 – Learning Points
- Customer motivation
- Understanding the rules and effective call preparation
- Creating positive strategies for success
- Practical, relevant success