Overview:

With the change caused by the pandemic, routine sales visits have reduced significantly. The implication for organizations is that success in sales will no longer depend on the number of visits and in-person meetings but on how effectively they are able to use the other means of marketing and sales.

Hence it’s important to evaluate how your customer-facing staff and sales people use the phone as it’s going to be playing a more impactful role in your sales and marketing.

As they make sales calls, handle enquiries, give quotes, take orders, and close sales negotiations over the phone, negative phone calls and poor phone interaction could result to missed opportunities and direct loss of sales.

This course will show participants how the phone can supplement, enhance, and sometimes replace other means of marketing and selling, and how this personal approach can dramatically increase their sales' success.

They will also learn how to hone their communication skills, their ability to persuade, and techniques to personalize each sales call.

Course Objectives

After you complete this course, participants will be able to:

• Build trust and respect with customers.
• Warm up their sales approach to improve success with cold calling.
• Identify ways to make a positive impression.
• Identify negotiation strategies that will make them stronger sellers.
• Create a script to maximize their efficiency on the phone.
• Learn what to say and what to ask to create interest, handle objections, and close the sale.

•  Learning Objectives
•  Pre-Assignment: Making Sales Calls
•  Pre-Assignment: Overcoming Obstacles
•  Pre-Assignment: Features, Advantages, and Benefits
•  Pre-Course Assessment

 Session 2: Pre-Assignment Review

•  Your Pre-Assignment Answers
•  Self-Improvement

 Session 3: Verbal Communication

•  Being Yourself and Sounding Your Best
•  The Masterpiece of Voice
•  The Four E's
•  A Service Image: What Do Your Customers Hear?
•  A Service Image: What Do You Want Your Customers To Hear?
•  The Good, the Bad, and the Not-to-Mention
•  The Good, the Bad, and the Not-to-Mention – Our Examples

 Session 4: To Serve and Delight

•  What You Say and What it Means
•  Your Interpretation
•  Planning the Ideal Answer
•  Try Out These Phrases

 Session 5: Exceptional Things about Telephone Sales

•  Keeping a Positive Outlook
•  Give Yourself Time to Learn
•  Rapport Building
•  Guidelines for Remembering Names

 Session 6: Building Trust

•  Building Trust
•  Defining Trust and Respect

 Session 7: It's More Than Just a Phase

•  Phases of Negotiation
•  Phases of Negotiation: Preparation
•  Phases of Negotiation: Exchanging Information
•  Phases of Negotiation: Bargaining
•  Phases of Negotiation: Commitment and Closing
•  Exploring the Phases – Preparation Phase
•  Exploring the Phases – Exchanging Information
•  Exploring the Phases – Bargaining
•  Exploring the Phases – Commitment and Closing
•  Types of Negotiation
•  Types of Negotiation: Integrative/Distributive
•  Types of Negotiation: Inductive/Deductive/Mixed
•  Types of Negotiation: Soft/Hard/Principled
•  Types of Negotiation: Alternative Dispute Resolution
•  Types of Negotiation: Non-Negotiable Positions and Options
•  Other Negotiation Tips
•  Defining the Negotiation Types
•  Negotiation Experience

 Session 8: Communication Essentials

•  Active Listening Skills
•  Active Listening
•  Listening at Work
•  Zero in on the Matter at Hand
•  The Mission – To Listen
•  Plotting Your Score
•  Ten Ingredients for Good Communication
•  Ingredient 1: Your Greeting
•  Ingredient 2: Vocabulary
•  Ingredient 3: Choice of Words
•  Ingredient 4: Stop Speaking
•  Ingredient 5: Control Your Enthusiasm
•  Ingredient 6: Think then Speak
•  Ingredient 7: Who Are You Speaking To?
•  Ingredient 8: Act on Your Words
•  Ingredient 9: Ask to Understand
•  Ingredient 10: Paraphrase
•  Using the Ingredients
•  Asking Good Questions
•  Closed Questions
•  Open Questions
•  Probing
•  Probing Question Techniques

 Session 9: Developing Your Script

•  The Basic Script
•  Speaking With Customers
•  Warm Up the Cold Call
•  Basic Script - Part 1: The Attention Statement
•  Basic Script - Part 2: The Identification Statement
•  Basic Script - Part 3: A People-Response-In-Kind Attitude
•  Basic Script - Part 4: The Reason-For-This-Call Statement
•  Basic Script - Part 5: A Request for an Appointment
•  Basic Script - Part 6: Your Response to Objections
•  Basic Script Summary
•  Sample Script
•  Making the Script Yours
•  Notes on Using the Script
•  Customizing the Basic Script: Referral Script
•  Customizing the Basic Script: Rarely/Never See the Potential Client
•  Polishing the Script
•  My Script

 Session 10: Pre-Call Planning

•  Pre-Call Planning

 Session 11: Following Up

•  Missed Opportunities?
•  Creating a Template

 Session 12: Closing the Sale

•  Asking for the Sale
•  Clearing Away Objections
•  Closing the Sale
•  Example Closing Strategies
•  Using Closing Techniques
•  Persistence Pays Off
•  Thank You Notes

 Session 13: A Personal Action Plan

•  Starting Point
•  Where I Want to Go
•  How I Will Get There
•  Summary

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