how_to_succeed_at_telesales.ppt
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How to succeed at Telesales
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What is an Entrepreneur?
Entrepreneur n. a business man
or woman of positive disposition who
attempts to make profit from opportunities
by risk, initiative and guidance from
2-small-business.com
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In this presentation
By the end of this presentation, you will be able to:
Adopt the right attitude Drive yourself to success
Have belief in yourself
Never Assume
Develop good verbal skills
Be prepared
Handle all calls professionally
Close each call professionally
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Why use the phone ?
It is far more cost effective than field sales
It is immediate, no appointment necessary
It is one-to-one (personal)
It is Less formal than writing
It is common place, everyone uses the phone
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1. Adopt the Right attitude
Feel successful
Act successful
and you will Be successful
Dress for yourself, not the customers
Enjoy selling by phone
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Focus on the customers needs not your wants
Go the extra mile
Always use the prospect/clients name
Keep records of all calls
Keep your promises
Follow up relentlessly
1. Adopt the Right attitude (Contd.)
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Smile
It takes only a second, but can last a lifetime
It is the shortest distance between 2 people
It is a little curve that puts everything straight
EnthusIASMyou do what you do, because
I am sold myself
1. Adopt the Right attitude (Contd.)
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2. Drive yourself to success
Set personal goals
What number of calls will you make today What number of appointments will you make
What number of sales will you make
What increase on target will you achieve
How many customer service calls will you make
Challenge others in your shift to a competition
Reward yourself when you reach your
target or goal
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3. Have belief in yourself
Have belief in YOU and YOUR Products
(enthusIASMI am sold myself)
Knowledge breeds confidence
KNOW everything about your products
Uncertainty breeds uncertainty
Ask for testimonials or references from satisfied
clientsquote from them on your calls
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Stand up for important calls, (incoming and
outbound) The brain can think 2-3 times faster when you
are standing up
You fell more forceful and alert
It can also stop interruptions from other peopleas they can see you are making an importantcall
3. Have belief in yourself (Contd.)
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4. Never ASSUME
Listen to the customer carefully
NEVER ASSUME, for if you do -You make an ASS out of U and ME
When God created man, he gave us two earsand one mouth, use them in that order!
Find out all you can about your customer The more you listen, the more you will sell
Avoid interrupting
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4. Never ASSUME
You will pick up buying signals and signs ofinterest the more you listen
The more you talk, the more theyll walk
People will talk for ages when talking aboutthemselves
Use trial closes regularlyIf you were to buy, what colour
If you were to order, when would.
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5. Develop good verbal skills
In traditional face-to-face selling
0
10
20
30
40
50
60
the words we
say
the way we say
them
non verbal
signals
%
Communication
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In telephone selling you cant concentrate on
non verbal signals Therefore you are operating 45% less
effectively
You must improve your vocabulary and theway you come across
5. Develop good verbal skills
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Remember, clients CANT see YOU
You cant demonstrate a product You cant show them literature
They cant see that you are sincere
(Be polite and courteous at all times!)
You cant see THEIR reactions
You need to present yourself clearly andconfidently, get their feedback, know when toask for the order & when to hang up
5. Develop good verbal skills
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Dont Shout
Dont mumble
Dont talk quickly
Be sincere
Get the prospect to say YES often in your
conversation Nod your head as you ask a positive
question
5. Develop good verbal skills
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Use POSITIVE LANGUAGE
I am sure or I am certain or I know
Not maybe, perhaps or possibly
Ask questions often to keep control and get
feedback Use closing questions like wouldnt you?,
isnt it? and wont you?
5. Develop good verbal skills
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6. Be prepared
P roper
P lanning
P revents
P athetically
P oor
P erformance
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6. Be prepared
In order to make calls, get appointments, givequotes and take orders, you must KNOW:-
Your company sales literature
Your product/service facts, features and benefits
Your companys history and personnel
Your price lists and order forms
Your competitors
To keep a record of all calls
To update your diary regularly
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7. Handle all calls professionally
There are four types of incoming calls: ORDERS
COMPLAINTS
SALES LEADS/ENQUIRIES GENERAL QUERIES ABOUT ORDERS etc
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Smile, when you pick up the phone within 3 rings
Establish: Who is calling
What they want
Which company they are from
Who they wish to speak to
REMEMBERNEVER ASSUME ANYTHING
7. Handle all calls professionally
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FIRST impressions last
You want to sound warm and friendly, positive,
professional, helpful polite and courteous
You do not want to sound harassed, busy,
distant or uninterested
7. Handle all calls professionally
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8. Close each call professionally
7 steps to ending calls correctly:
Confirm with the caller, agreed details in detail Thank them for the call/enquiry/sale/lead etc
Look forward to the next call
Ask for help (If appropriate)
how to find them etc Leave on a pleasant note
Say goodbye
Put the phone down last
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9. Dealing with complaints
Listen and dont interrupt
Ask for more information and clarification Summarise with caller and gain agreement
Thank them for drawing it to your attention
Promise action, and do call them back on time
Tell the customer what will be done and when Ensure the matter IS resolved
Call them after the resolution is achieved
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