Sales Skills – Practical Telephone Sales Skills

Duration

3 days non residential

Overview

This course provides you with the skills and techniques that will enable you to maximize customer requests and questions – together with exploring the needs and wants of customers against your own range of products and services.

Who will the course benefit?

Anyone who receives inbound or makes outbound customer calls and wished to improve performance.

Course Objectives

To enhance delegates existing sales skills and develop new approaches. To develop both inbound and outbound skills during the same programme and assist delegates to effectively deal with objections, criticisms and complaints.

Skills Gained

Understand how a sales cycle works, matching customer service to customer needs and avoiding hard selling. Confidentially demonstrate their understanding of the sales process. Skillfully determine customer needs. Skillfully deal with objections, criticisms or complaints. Maximise customer future loyalty and sales value from all incoming calls. Identify personal development needs and action plans.

Content Introduction

Introduction and welcome Breaking habits exercise. Learning environments: Comfort, stretch, panic. Learning styles: Using questionnaire for themselves and identifying key styles from customers.

The Buying Process: Understanding The Buying Process – discuss how it works and use examples from the group.

Defining the word selling: “Selling is about building relationships with customers and developing their trust”.

Different types of sales ABC

The proactive approach: Looking for a win/win solution and taking responsibility for own actions. Language used etc – based on our freedom to choose our response to certain situations.

Sales Cycle : Introduce 7 stages of the inbound Sales Cycle & 8 for outbound.

The Sales Call : Preparation. Opening the call. Handling gatekeepers Establishing needs. Matching needs. Handling objections. Close. Reflection.

Preparation: Discussion - what is it? why do it? business gain? how? (eg. identifying previous conversations, other contacts in business, style, approach, what do I want to achieve from this call etc)

Opening the call: Approaches, phrases, hooks, leading, signposting and establishing who I’m talking to and how they can help me?

Gatekeepers: How to get them on your side, finding out who is the DM, selling through a gatekeeper, hooking a gatekeeper.

Establishing needs: Discussion – theory of establishing needs, open.

Matching needs: Discussion/exercise Providing solutions – using “from what you’ve told me I would recommend that” etc, use of FAB, gaining commitment and suggesting timeframes, selling an object to everyone else.

Handling objections: Discussion/theory how to…., approaches…., true & false objections…. list all objections – using a pro-active approach (day 1) script out responses.

Closing: Confirming actions agreed during the call + theory of closing + closing - against: DM, gatekeeper, not interested, verbal contract, call back etc.

Reflection: Highlighting own achievements – 2 plus points, 1 to work on after each call.