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