Outbound Telephone Sales

Background

The outbound team needed to re-focus their current attention when talking to customers to identify how to engage customers in a two-way conversation and identify key “hooks” that could be explored in future calls. They also needed to be skilled with the right questions to generate productive responses from customers ahead of selling in the main features, advantages and benefits of the product. Cancellation rates and customer complaints were high and conversion rates are low.

Approach

We designed and delivered a truly realistic programme that challenged existing mindsets, explored alternative ways of approaching customers and used Cybèle trainers to role-model new techniques.

Results

Within 4 weeks of attending our programme, outbound sales for this campaign had increased by 60%