Who Should Attend
Account managers, inside sales representatives, team leaders and sales professionals who rely on the telephone as a key tool for reaching customers and would like to increase their phone selling skills.
Objectives
By the end of the program, Participants will be able to:
• Leverage the unique characteristics of telephone selling to improve your sales success
• Navigate the process of getting to the decision maker by working with gatekeepers—humans, voicemail or automated
• Engage your customer over the phone to get attention quickly and maintain interest during the call
• Increase proven telephone communications skills using body position and mental attitude to affect your voice, tone, inflection, projection and delivery
• Identify best practices for making informal and formal presentations over the phone or Web
• Use consultative selling skills that lead to successful sales relationships over the telephone
Program Profile
Using the Phone as a Powerful Sales Tool
• How face-to-face and telephone selling are different
• Transitioning from face-to-face to phone sales and vice versa
• Applying a consultative selling approach
Planning and Time Management
• Macro-planning: What does your day look like?
• Maximizing your phone time
• Navigating to reach the decision maker
• Gatekeepers—humans, voice mail, automated
• Tactics to get gatekeepers to work for you
Knowing Your Offering and Tying It to Customers Needs
• Identifying an organization’s business drivers
• Knowing your product/service
• Avoiding feature/benefit overload
A Framework for Successful Calls
• Opening the call
• Developing verbal rapport and positioning
• Qualifying and discovering customer needs
• Presenting options
• Handling objections
• Gaining customer commitment
• Closing: How closing over the phone is different
Delivering Persuasive Presentations
•Determining what to present
• Delivering an engaging phone-based presentation, with or without technology support
Engaging the Customer
• Increasing and improving telephone communication
• Understanding what verbal body language is and how to use it
• Word selection
• Voice tone, inflection, pronunciation
• Physical presence
• Listening/questioning
• Keeping the conversation going
Staying Upbeat
• Maintaining a positive attitude
• Increasing endurance and resilience
• Keeping a brisk pace
• Managing stress