| TELESALES |
 |
|
|
| Essential Skills for the Telephone Sales Executive |
| Many UK businesses have recognised the potential of telesales yet many still lose business worth millions of pounds every year by mishandling telephone calls. |
| The days when business owners, directors and managers just put someone on the telephone to sell something or get appointments are long gone. |
| The customer is far more sophisticated today, demands are even greater on our time and many people are trying to get through to decision makers. |
| This means that in order to win more business through the telephone you will need to have: |
| • Professionalism |
| • An excellent knowledge of your products and services |
| • An awareness of your customer's needs and wants |
| • Superb skills in managing communications |
| • The ability to build rapport quickly and effectively |
| • Persistence |
| This manual provides telephone executives with all the fundamental skills and techniques they need to become successful in all interactions via the telephone. |
| It can be read and used as a book, a self-learning tool, or a reference guide. It can be used by individuals to increase their skills and knowledge, trainers to help produce training sessions or by managers for meetings and staff training. It is a mixture of information, practical exercises, self analysis questionnaires and case studies. |
| Below is a summary of this 150 page training manual. |
| What is Telesales |
| Why has Telesales Grown |
| Where Does Telesales Fit into Your Business |
| • Telesales and Direct Marketing |
| • Direct Response Advertising |
| • Selling Goods off the Page |
| • Mail Order |
| • Direct Mailings |
| • The Internet and e-commerce |
| • Telesales |
| How Can Telesales be Used |
| Inbound |
| • Enquires and Order Taking |
| • Help/Care Lines |
| Opportunity Sales |
| Getting and Updating Customer Information |
| • Selling Your Products or Services by Telephone |
| • Lead Generation |
| • Sales Support |
| • Sales Support/Customer Account Management |
| • Market Research |
| • Database Building |
| Benefits of Using the Telephone as a Sales and Marketing Tool |
| Disadvantages of Using the Telephone as a Marketing Tool |
| How do you Feel About the Telephone |
| What do People Want from Us on the Telephone |
| • Selling |
| • Customer Service |
| What Customers Want When we Contact Them |
| Answering the Phone |
| • The First 30 Seconds |
| Telephone Service Standards |
| Telephone Impressions |
| • Factors Affecting Telephone Performance |
| • Behaviour |
| • Knowledge and Skills Environment |
| • Clarity |
| Creating the Right Impression |
| Testing your Telephone Etiquette |
| Words to Avoid with Customers |
| Words to Use with Customers |
| Planning to be Successful |
| Nine Steps to Successful Selling via the Telephone |
| Success at Controlling Time |
| • Setting Objectives |
| • SMART |
| • CROW |
| The 6 Cylinders of Successful Selling |
| Developing your Product Knowledge |
| Receiving and Making Calls |
| Communication via the Telephone |
| • Active Listening |
| • Barriers to Active Listening |
| Language and Meaning |
| Phonetic Alphabet |
| Jargon and Meanings |
| Prospecting for Success |
| • Prospecting Plans |
| • Calculating the Workload |
| The Outbound Sales Call |
| • Planning the Call |
| • The AIDA Model |
| - Attention |
| - Interest |
| - Desire |
| - Action |
| Opening the Call Effectively |
| • Getting Past the Gatekeeper |
| • First Impressions Last |
| • Opening Statements |
| The Sales Process |
| • Opening the Call |
| • Building Rapport |
| • Identifying Needs |
| • Presenting your Service or Product |
| • Handling Objections |
| • Closing the Sale |
| Why people Buy |
| • Rational Needs |
| • Emotional Needs |
| Buying Signals |
| • Identifying Buying Signals |
| • Selling Additional Products and Services |
| The Inbound Call |
| The Outbound Call |
| When Things go Wrong |
| • How do You Feel |
| • Turning Problems into Opportunities |
| • How to Handle Complaints |
| • Complaints are Good Opportunities |
| Assertiveness in Telesales |
| After Sales Service |
| Staying Positive |
|
| Prices |
|
| Downloadable PDF format |
£75.00 plus VAT |
 |
|
| Bound and printed hard copy |
£95.00 plus VAT plus P&P |
|
