Course Structure In company Training Course Can be tailored to suit your needs and number of days can be as required Average daily training rate @ £1850 plus VAT (£2173.75) per training group Please contact Tom Owen on 0845 658 0654 for more details   If you are looking for individual training please click here or call Maxine or Patricia on 0845 658 0654 Telephone Selling - Tactics and Techniques As businesses strive to control costs whilst growing their customer bases, the telephone has matured into more than just a communication device. It is often your first point of contract with new customers and a medium through which a significant proportion of the business relationship is conducted. Maximising its effectiveness requires both planning and strong interpersonal skills.

Who should attend?

All sales and customer service staff for whom the telephone is a major vehicle for selling or promoting the company’s products and services to existing and potential customers.

Objectives

By the end of the course participants will be able to:

• speak to customers on the telephone with professionalism
• create a telephone-prospecting plan
• undertake "cold" calls with confidence
• overcome customer objections and use them to enhance the selling opportunity
• build rapport and profitable sales relationships quickly and effectively
• gain commitment from the customer
  

Programme Content

Introduction

• the problems and advantages of using the telephone
• telephone communication – the do’s and don’ts
• using e-mail to support, not hinder, sales activities

Planning and preparation

• compiling a prospecting plan - increasing your chance of success
• setting objectives and targets
• the right frame of mind - tools and techniques for building confidence

The call

• opening with clarity and confidence
• building rapport
• questioning and listening skills
• motivational presentations over the telephone
• overcoming objections and making them work for you
• gaining agreement and commitment from the customer

Post-call management

• how to stay motivated
• making notes
• keeping records
• protecting your customers from your competitors