Telesales – Excellence in Sales & Customer Communication

Telesales – Excellence in Sales & Customer Communication Course objectives and learning outcomes for participants:

• Understanding customer needs and expectations
• Improving presentation sales skills for commercial services
• Improving the skills of active listening and assertive communication
• Improving the skills of persuasion, by solving techniques and influencing objections
• Participants will learn ways of structuring a conversation with customers / prospects, so as to increase efficiency in increasing the number of satisfied customers and bring new customers
• Transforming any interaction with customers in a productive experience
• Winning a competitive advantage needed in today’s business environment – customer oriented-  using phrases / keywords that help participants to understand customers – to know when it’s time to insist and when to quit.

I. IMPORTANCE OF COMMUNICATION IN SALES CUSTOMER RELATIONSHIP

• Gaining customer confidence through a professional attitude
• The importance of para verbal language and verbal approach at the phone
• Active listening and empathy – for good communication with the customer
• Use of courtesy formulas with the customer
• Tactics and tricks for better relationship
• Verbal communication skills in selling and customer relationship:
• Phrases that capture customer’s attention
• Empathetic words and phrases to use with a customer
• Annoying expressions that should be avoided
• Persuading phrases to use for handling customers complaints

II. PLANING AND PRIORITISING SALES ACTIVITIES

• How set up priorities?
• ABC method for prioritizing activities
• Daily and weekly planning
• Planning activities with FORTE method
• Moments of the day for maximum efficiency

III. HOW TO PROSPECT GOOD CUSTOMERS

• Where to get names of prospects?
• When and how to apply references?
• Rules regarding obtaining references
• Qualification and selection of prospects
• What do I need information about prospects?
• What information should you get about these people?
• How can I use my information to facilitate the sale?

IV. GUIDELINES FOR SALES CALLS

• Daily roles and responsibilities of a sales representative
• The impact of daily activity on long-term results of the company
• Understanding the importance of sales figures
• Common causes for purchasing process
• Preparing sales call
• How and when to plan your calls
• Differences on approaching big companies versus small companies
• How do you identify decision makers from companies
• Hunting phone – call for selling to potential customers
• Farming phone – call to upgrade and strengthen relations

V. NEEDS INVESTIGATION and ENHANCEMENT SERVICES

• Purchase motivations and interests of individuals and legal entities
• Techniques to use questions to identify customer needs (SPIN and tunnel)
• Features, advantages, benefits for packages of products / services
• Expressions that help to enhance the benefits of products / services
• Influencing and persuasive techniques to convince the customer to buy

VI. TYPES OF CUSTOMERS

• Customer personality styles according to their motivations
• The four motivations that determine the behavior of advisors and customers:
  • Power, Safety, Relationship, Achivement
  • Behavioral characteristics determined by the four types of motivation
  • How to recognize and address the phone, depending on behavioral features

VII. NEGOCIATION AND SALES CLOSING

• The most common objections – why they occur and what they mean
• Techniques for overcoming objections and getting customer’s commitment
• Phrases / keywords that helps to identify buying signals or rejection signals
• Negotiating over the phone or face to face
• Negotiation styles
• How to set objectives to negotiate and how to make concessions
• Specific techniques for closing sales

The price includes:

• course facilitation for 2 days, from 09:00 am to 05:00 pm;
• course resources and a participation diploma.

MORE INFORMATION

daniela.penescu@dynamic-learning.ro
+40 744 65 27 00