Training Courses
Training Courses > Telephone Sales Skills
Telephone Sales Skills
Course Duration:
2 Days
Who Should Attend:
Call Centre personnel, telesales staff, marketers, sales personnel, telephonists, help-desk staff, customer service staff and other people who deal with either inbound or outbound sales or client service.
Course Outcomes:
- Introduction to Sales and Marketing
- Identifying customers’ needs and expectations
- The “Six Steps to Sales”
- Introductions and professional telephone discourse
- Creating positive vocal impressions on the telephone
- Dealing with typical accent and language challenges
- Questioning & problem-solving techniques
- “Upselling” techniques -turning queries into sales (Inbound calls)
- Turning complaints into opportunities
- Identifying an “Edge” over competitors
- Establishing a Potential Client Base
- Techniques for making “cold†calls (Outbound calls)
- Expressing ideas in a logical sequence
- Listening skills (active & reflective listening)
- Overcoming objections
- Handling difficult calls
- Call closure : Sealing the sale and ending the call
- Following-Up Sales Calls
- The “Happy Prisoner” Concept
- Setting and achieving sales objectives
- Goal-setting and motivation
- Daily time management
