Learning Powerful Telesales Skills

Effective salespeople are fundamental to any organization. In an increasingly competitive market, companies realise they must adopt a proactive approach to increasing sales and retaining their customers. This course is designed for people who represent their company's image by selling their products or services over the telephone, and who want to increase their company's long term business capability.

Course Objectives

• A clear understanding of the key skills of good telephone etiquette
• Understanding how every individual who uses the telephone represents the company's overall image
• Enhancing your verbal and vocal skills
• Building on the basics - your attitude; your drive; your confidence
• The seven steps of a telesale
• Clearly identifying the telesales process
• Applying the correct sequence to the sale, using verbal skills
• The development and practical application of 'natural' telephone scripts
• Identifying the most common objections and exploring ways to overcome them

Who Should Attend?

All staff who use the telephone as a tool to sell products or services directly to external customers, and who need to improve and develop their telephone selling techniques.

Course Outline

• Differentiating Your Organization From The Competition
• Ensuring The 'First Impression' Is 'A Lasting Impression' - For All The Right Reasons
• Attitude, Drive & Confidence
• Verbal & Vocal Skills
• Using Positive Language
• How To Sell Professionally
• Prospecting & Hunting For New Business
• Why Do People Buy?
• Identifying Customer Needs
• Key Questioning Techniques
• Understanding The Telephone Selling Process
• Planning & Preparation
• The Greeting
• Identifying The Customer's Needs
• Meeting The Customer's Needs
• Closing The Sale
• Developing Scripts - Using Variations Of Your Script - Practical Applications
• Objections - Obstacles or Opportunities?
• How To Handle Objections
• Role Plays

Course Methodology

A variety of methodologies will be used during the course that includes:

• (30%) Based on Case Studies
• (30%) Techniques
• (30%) Role Play
• (10%) Concepts
• Pre-test and Post-test
• Variety of Learning Methods
• Lectures
• Case Studies and Self Questionaires
• Group Work
• Discussion
• Presentation

Course Fees

This rate includes participant’s manual, Hand-Outs, buffet lunch, coffee/tea on arrival, morning & afternoon of each day.

Course Timings

Daily Course Timings
08:00 - 08:20       Morning Coffee / Tea
08:20 - 10:00       First Session
10:00 - 10:20       Coffee / Tea / Snacks
10:20 - 12:20       Second Session
12:20 - 13:30       Lunch Break & Prayer Break
13:30 - 15:00       Last Session