Telephone sales

OBJECTIVES OF THE SEMINAR
  • Train commercial staff in proven telephone selling techniques
  • Make them more professional and more efficient
  • Reinforce their capacity to convince
  • Help them argument better, and help them close the sale
  • Teach them to liaise better with the customer and to establish a sound and durable relationship
  • Teach them to welcome and handle any objection the client may have
  • To allow them to master the techniques specific to telephone communication
  • Teach them to manage difficult situations
PROGRAM OF THE SEMINAR
  • Efficient prospection
    • Etablishing a true prospection strategy
    • Setting up, organising and following-up a prospection strategy
    • Useful tools to manage one’s prospection strategy
  • How to establish a good relationship over the telephone
    • The positive mental attitude
    • Importance of the first impression
    • Verbal and non-verbal communication
    • Traps to avoid
  • The art of telephone communication
    • The mechanism of communication
    • Principal obstacles to sound communication
    • Articulation, rythm and intonation
    • Active listening
    • The art of asking the right questions
    • Checking the clients’ comprehension
    • Key-phrases and words to avoid
    • The 10 golden rules for efficient telephone communication
  • The vital phases of a sales meeting
  • Awakening interest and opening a dialogue
  • Analysis of the clients’ needs
    • The objective and subjective expectations of the client
    • Characteristics, motivations and decision criteria of the different profiles of clients :
      • The entrepreneur
      • The collegial
      • The analytical
      • The conservative
    • Techniques to develop awareness about the customer’s profile
      • The art of asking the right questions
      • Active listening
      • Feedback
  • Argumentation
    • Arguments that work
    • Adapting one’s approach and one’s argumentation in function of the clients’ profile
    • Transforming characteristics into true advantages for the client
    • Priorities in the presentation of the arguments
    • Techniques of getting partial sales
  • Handling objections
    • The different kinds of objections
    • Responding to each of these objections
    • Traps to avoid
  • Closing techniques
    • When to close
    • Buying signals
    • How to close
    • Recovering a lost sale
  • The telephone assistant : how to build and utilise it well ?
  • Summary and conclusion