Techniques of Telephone Selling
Control every call to improve sales results on the telephone!
Course Ref: 0810 | CPD Hours: 7 | Price: £ 499.00(exc. VAT) | Member Price: £ 449.10(exc. VAT)
Price includes morning coffee, lunch, afternoon tea and all course materials.
Click the venue name for location details. Venue will be confirmed on joining.
We can also train a group, or customise a training course to your specific needs. Please email us for further information.
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Start Date
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End Date
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Venue
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24/09/2008
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24/09/2008
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London
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12/11/2008
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12/11/2008
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London
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02/12/2008
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02/12/2008
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Manchester
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If you use the telephone to communicate with internal and external customers this workshop is designed for you. It will show how to prepare and control each telephone call to obtain optimum results. This workshop is not about high-pressure sales techniques, but about being and sounding human. Sessions will provide opportunities to gain and exchange ideas to improve results. By providing the opportunity to practise these skills, delegates will build confidence and enthusiasm for handling telephone communications.
You are the ambassador of your organisation, this workshop will give you the simple yet effective techniques necessary to influence your customer on the telephone, making a positive contribution to your organisation’s bottom line.
The workshop will give you the guidelines to confidently plan, prepare and control incoming or outgoing telephone conversations by:
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Identifying and improving essential personal qualities and skills
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Recognising the importance of planning and preparation
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Establishing customer rapport
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Identifying needs and wants more effectively
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Interpreting and handling objections more confidently
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Identifying and generating opportunities to close and reach agreement
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Prepare yourself before you pick up the phone: what qualities and skills are needed by creating your own “personal development plan”
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Plan calls: know who to call; getting help; when to call - when not to call; essential planning checklist
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Get through to the right person
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‘Sell’ to one sense: how to gain immediate attention; showing interest; being interesting; gaining appointments; ‘names’; keeping it simple
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Use the correct telephone techniques: the power of questions; listening skills; “feedback”; presenting ideas to match customers needs and wants; logic vs emotion
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Handle objections: what are objections? Popular objections – how best to handle them
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Close the call: when to close; closing on your mutual objective; closing techniques
Practical role-play will be used to consolidate key points
This workshop is designed for people who use the telephone to contact new or existing customers in a sales or service role. It will also appeal to sales people wishing to fine-tune their persuasive telephone skills.
Support/Practitioner
All of our marketing training is based on the CIM's Professional Marketing Standards framework, ensuring that marketers at all levels of seniority gain the practical skills that employers require to improve business performance. Please take your time to review our standards framework, if you have not already done so.