Phone and Inside Sales Workshop Outline

Run a customised workshop for your phone and inside sales team with an agenda shaped to your sales challenges and environment:

 Introduction to Solution Based Selling

• Pre-workshop assessment
• Solving customer problems and growing sales
• Critical phone and inside sales issues

 Foundations for Effective TeleSelling

• Why customers are not product oriented
• Rules for communicating by telephone
• How we are judged on the telephone
• Making customers feel important
• Solving customer problems is the key
• Developing confidence and enthusiasm
  

 Telephone Selling from the Customer's Viewpoint – Request a Preview CD

• Belief: the key to sales success
• Enhancing personal belief and developing empathy
• The sales process from the customer's perspective
• Creatively planning a telesales presentation
• Analysing calls to learn from mistakes

 Establishing Credibility and Understanding Needs

• Establishing customer trust and confidence
• Why every telephone call is an interruption
• The importance of inflection and tempo
• Getting the customer to share through effective questioning
• Key areas we need to understand in order to be well informed

 Opening the Mind and Arousing Desire

• Opening the customer's mind to new ideas
• Using general versus specific language
• Using evidence to support presentations and customer decisions
• How to put logic and emotion in proper balance
• Using facts and benefits effectively
• How to customise every telesales presentation

 Triggering Action

• Why people buy
• Determining when and how to ask for a customer's commitment
• Trial closing techniques for reading 'buying temperatures'
• Seven techniques for closing and our attitude at the time

 Meeting, Verifying and Answering Customer Concerns

• How to meet a 'no' or strong objection professionally
• How to verify a customer's true concern
• How to bury customer excuses
• Successfully answering the customer's concerns
• Using the concern as the reason to buy

 Building the Relationship

• Cross selling and up selling
• How to follow up effectively
• Exceeding customer expectations
• How to deal with dissatisfied customers

 Personal and Team Action Strategies

Preview the workshop content.

Get a Preview CD of the session 'Selling From The Prospect's Viewpoint'.