Training
Telesales
Date of Training: 15th SeptemberRegion: Dublin
Trainer: Dave Malone, Evolve Organisation Learning Consulants
Venue: Fitzwilliam Hall, Fitzwilliam Place, Dublin 2
Price for SII Member: EUR 295
Price for non-SII Member: EUR 345
Duration: 1 Day
Type: 1 Day Workshop
This telephone selling skills course uses interactive tutorials and role plays to develop the self confidence, skills and belief required to proactively sell products or services over the telephone. It will develop an understanding of the sales process, how buyer behaviour has changed, how to deal with objections and then gain commitment to buy, and how to manage your sales pipeline. Participants will leave the course having the confidence and skills required to win new business opportunities over the phone even in these difficult trading conditions.
This programme is ideal for:
Every sales person who has to generate their own sales leads and sales revenue. People who need to develop their sales skills on the telephone, build better relationships with customers, and more effectively promote products or services by telephone. This course will also prove valuable to experienced salespeople who wish to improve their telephone selling skills. It is appropriate for people dealing with in-bound and out-bound telephone calls.
Programme Deliverables
• After attending this sales training course, participants will have the ability to:
• Transmit to the customer a feeling of interest and attentiveness
• Be confident when dealing with price and delivery enquiries
• Build rapport with customers, so the customers keep phoning back
• Keep control of the conversation
• Handle complaints and difficult situations professionally
• Handle objections and gain commitment to proceed
• Structure a sales call for maximum results
• Enhance the reputation of their organisation through the application of successful telephone techniques.
• Make and take effective sales calls
Programme Content
Essential Telephone Skills
Conveying enthusiasm and commitment
Transmitting a 'can-do' attitude
Understanding What Motivates Customers to Buy
Buyer behaviour how it has changed in 2010
Viewing your product or service from the customers' perspective
Adapting your style to meet the customers' needs
Making the most of e-mail enquiries
Controlling An Inbound Call
Asking questions to understand your customer
Understanding what gets in the way of communication
Utilising complaints as an opportunity to build loyalty
Making An Outbound Call
Planning - preparing to succeed
Structuring the call to gain attention and meet your objectives
Making the most of switchboards, assistants and voicemail
Managing The Sale
Selling benefits - putting products and services into customers' language
Handling objections and obstacles professionally
Gaining customer commitment
Building New Business
Targeting new sales opportunities
Sourcing prospect information on the Internet
Making appointments for yourself and others
Managing the Sales Pipeline
Most common mistakes to avoid in sales forecasting
Moving your sales pipeline to a “next step” metric
How to focus upon movement as opposed to past activity
Staying Sharp On The Telephone
How to identify 'performance lag'
Keeping yourself motivated
Asking for and using feedback to improve your performance
Trainer:
David has spent over a 15 years in training and education industry. During that time he has worked with financial services, telecommunications, and service-orientated industries honing his skills with business development teams both at corporate and retail levels.
He has cultivated his training style through working with training organisations from Ireland, UK, and the USA. Over the years he has worked with organisations at all stages of their development from launch to maturity. He is a regular speaker on the business circuit both in Ireland and the U.K. for the likes of the CIPD, Sales Institute of Ireland, CCMA, Bankers Institute etc. His style is considered innovative, engaging, and highly participative.
Group Bookings of 4 or more receive 10% discount.
