Telesales Techniques

Introduction:

In our everyday customer service, particularly in sales departments, many interactions with customers occur over the telephone. This type of communication is unique because it does not allow salespersons and customers to meet face-to-face. Therefore, there is a need to develop specific skills and strategies required for effective telephone selling, with a focus on lead generation and sales. This course effectively integrates telecommunication and marketing by emphasizing selling over the phone as a key telemarketing skill.

Participants will be specifically prepared to excel in telephone sales, helping to acquire new customers and explore new sales opportunities.

Special attention is given to the foundational skills of a telesales agent, particularly in making the customer feel comfortable from the moment the call is answered and the opening phrase is delivered.

Objectives:

Upon completion of this telesales training course, participants will be able to:

• Describe the essential skills and methods required for successful telephone selling.
• Utilize a comprehensive telemarketing calling model for practical application.
• Analyze sales conversations to identify progression during the call and areas for improvement.
• Encourage potential customers to proactively engage with the sales center, rather than waiting for inbound calls.
• Effectively probe to uncover customer needs.
• Present products or services in the most appealing manner.
• Implement effective closing strategies, focusing on securing a "YES" from customers during the sales process.
• Handle resistance and challenges, turning them into conversions.
• Build rapport with prospects effortlessly.

Training Methodology:

• Interactive Lectures
• Role Plays
• Real Call Practice
• Group Work
• Case Studies

Course Outline:

Unit 1: Opening the Call and Engaging the Customer

• Introduce yourself and your business effectively.
• Capture the customer’s attention instantly.
• Emphasize a casual conversation over a direct selling approach.

Unit 2: Sounding More Human and Less Like a Robot

• Engage customers through natural and conversational speech.
• Focus on creating a dialogue rather than a scripted monologue.

Unit 3: Overcoming Language Barriers

• Avoid overwhelming customers with too much detail; focus on key points.
• Use positive and engaging language to pique customer interest.
• Ensure the customer feels valued and important.

Unit 4: Methods of Information Gathering

• Utilize rapport-building and questioning skills to gather customer information.
• Connect customer needs with the products and services offered by the business.

Unit 5: Presenting Products and Services

• Align the information gathered with the products or services being offered.
• Present products in a way that interests the customer.
• Overcome objections and challenges to close the sale without undue pressure.