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Successful Telephone Selling Techniques Onsite Training  

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This seminar is designed for account managers, inside sales representatives, team leaders and sales professionals who rely on the telephone as a key tool for reaching customers and would like to increase their phone selling skills.

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Seminar Summary:

Give your staff the tools they need to boost their sales success and lower the cost of making the sale by using every salesperson’s most valued tool—the telephone. (see full course description)

 

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Training Course Syllabus:


Successful Telephone Selling Techniques - Available for ONSITE presentation ONLY.

Give your staff the tools they need to boost their sales success and lower the cost of making the sale by using every salesperson’s most valued tool—the telephone.

As the cost of selling continues to rise—and fewer sales calls are conducted in person—it’s never been more essential for sales professionals to hone their telephone selling skills. In just two days, participants will gain the strategies, techniques and take-away tools they need to move every customer toward a buying decision. Since selling on the phone means they lack the visual cues of an in-person sales call, this seminar teaches proven methods for moving a sale forward without standard visual cues. They’ll engage in role-plays and apply a structured approach with words and phrases that sound natural and involve their customer.

Your Staff Will Discover How To:

  • Leverage the unique characteristics of telephone selling to improve your sales success

  • Navigate the process of getting to the decision maker by working with gatekeepers—humans, voicemail or automated

  • Engage your customer over the phone to get attention quickly and maintain interest during the call

  • Increase proven telephone communications skills using body position and mental attitude to affect your voice, tone, inflection, projection and delivery

  • Identify best practices for making informal and formal presentations over the phone or Web

  • Use consultative selling skills that lead to successful sales relationships over the telephone

Topics Covered:

Using the Phone as a Powerful Sales Tool

  • How face-to-face and telephone selling are different
  • Transitioning from face-to-face to phone sales and vice versa
  • Applying a consultative selling approach


Planning and Time Management

  • Macro-planning: What does your day look like?
  • Maximizing your phone time
  • Navigating to reach the decision maker
  • Gatekeepers—humans, voice mail, automated
  • Tactics to get gatekeepers to work for you


Knowing Your Offering and Tying It to Customers Needs

  • Identifying an organization’s business drivers
  • Knowing your product/service
  • Avoiding feature/benefit overload


A Framework for Successful Calls

  • Opening the call
  • Developing verbal rapport and positioning
  • Qualifying and discovering customer needs
  • Presenting options
  • Handling objections
  • Gaining customer commitment
  • Closing: How closing over the phone is different


Delivering Persuasive Presentations

  • Determining what to present
  • Delivering an engaging phone-based presentation, with or without technology support


Engaging the Customer

  • Increasing and improving telephone communication
  • Understanding what verbal body language is and how to use it
  • Word selection
  • Voice tone, inflection, pronunciation
  • Physical presence
  • Listening/questioning
  • Keeping the conversation going


Staying Upbeat

  • Maintaining a positive attitude
  • Increasing endurance and resilience
  • Keeping a brisk pace
  • Managing stress


Who Should Attend

This seminar is designed for account managers, inside sales representatives, team leaders and sales professionals who rely on the telephone as a key tool for reaching customers and would like to increase their phone selling skills.


Extras from AMA
Each attendee will receive a free copy of the AMACOM book Selling to Anyone Over the Phone, by Renee P. Walkup and Sandra McKee.

Learning Objectives

  • Use the Unique Characteristics of Telephone Selling to Improve Sales Success

  • Plan Your Day to Maximize Calls

  • Prepare for Each to Make Calls More Efficient

  • Navigate Getting to the Decision Maker by Working with Gatekeepers

  • Engage a Customer Over the Phone Quickly to Maintain Interest

  • Use Consultative Selling Skills Over the Phone

  • Use Body Position and Mental Attitude to Affect Voice, Tone, Inflection, Projection, and Delivery

  • Know What to Do to Maintain Endurance and an Upbeat Attitude


Planning Successful Calls

  • Plan Your Day for Greater Efficiency and Effectiveness

  • Prepare in Advance for Calls to Customers

  • Optimize Your Time to Achieve Greater Success

Communicating to Engage

  • Apply Specific Communication Techniques to Engage the Customer During Phone Conversations

  • Use Listening Not Only to Gather Information, but to Let the Customer Know That You Consider Him or Her Important

  • Make a Positive, Well-Planned First Impression

  • Identity What a Customer Is Saying by Being Able to "Read between the Lines"

Working with Gatekeepers

  • Identify the Different Types of Gatekeepers and Their Roles

  • Develop and Use an Approach That Works to Get Gatekeepers on Your Side

  • Create a Value Proposition That Is Short, Concise, and Adaptable

  • Improve Your Voice Mail Communications


Consultative Selling Skills

  • State the Stages of a Consultative Selling Process: Opening, Discovering Needs, Presenting Options, Handling Objections, and Closing on Next Steps

  • Connect the Benefits of Using the Consultative Selling Process to Telephone Selling

  • Ask High Value Questions to Uncover Customers’ Real Needs

  • Avoid Freeze Questions That Can Jeopardize the Sale

  • Organize Questioning to Gather Information Effectively in a Short Period of Time

Open

  • Open a Call with Confidence

  • Get the Customer’s Attention at the Beginning of the Call

Discovering Needs

  • Use High Value Questions to Qualify, Build Credibility, Uncover Needs, and Build Relationships

  • Phrase Questions to Allow Customers to Speak Freely and Share Information


Presenting Options

  • Distinguish between the Features and the Benefits of Your Product or Service

  • Match Benefits to Customer Needs in a Way That Is Clear and Relevant

Handle Objections

  • Feel More Confident When Hearing Customer Objections

  • State the Reasons Behind Objections

  • Use Proven Techniques to Respond to Objections in a Way That Maintain Progress Toward a Successful Close


Close/Take Next Steps

  • Set Appropriate Next Steps for Each Call

  • Know When and How to Close

Deliver Compelling Presentations

  • Feel More Confident When Making a Formal Presentation Over the Telephone

  • Use Accepted Techniques to Present Content Effectively to an Individual or a Group Using the Phone and Other Media

  • Keep People Involved in Your phone presentation

Seminar Summary:

Give your staff the tools they need to boost their sales success and lower the cost of making the sale by using every salesperson’s most valued tool—the telephone. (see full course description)

print this agenda print agenda for the Successful Telephone Selling Techniques Onsite Training training seminar

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