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Seminars
Telephone Sales and Communication Skills
Who should attend?
Telemarketeers, telephone sales people, new business generators - everyone who wants to be successful either cold calling or selling to existing clients over the telephone.
Topics we will cover
- Preparing yourself to sell a product or service over the telephone.
- How to greet the customer in a warm and professional manner.
- Understanding your impact over the telephone.
- How your vocal tones and language can create a positive, negative, or neutral impression.
- How to control vocal tones to that you sound confident, caring and interested, even when you may not feel like it.
- Increasing active listening skills to pick up on customers’ needs, free information and read between the lines, when necessary.
- How to take control and guide the conversation to a positive outcome.
- Using questioning skills to identify customers needs and qualify interest levels.
- How to build rapport and empathy with a variety of external and internal customers who may have different life experience, life and communication styles to that of yourself or your staff.
- Asking for the order - or setting up an appointment.
- How to deal with objections and considerations.
- How to deal with personal rejection.
- How to deal with your own negative emotions, such as apathy, upset, fear, irritation, anger and disinterest when working under pressure.
- Closing the call.
Course Style
Highly interactive. 70% practical 30% theory. Telephone training equipment will be provided so participants can hear their progress over the two days.
Duration
Two days (on-site coaching days can be arranged on an individual basis).
Investment
20,000INR + VAT (includes registration, refreshments, course materials and light buffet lunch).
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