How to succeed at Telesales

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

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

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

1. Adopt the Right attitude

F eel successful A ct successful and you will Be successful Dress for yourself, not the customers Enjoy selling by phone

Focus on the customers’ needs not your wants “Go the extra mile” Always use the prospect/client’s name Keep records of all calls Keep your promises Follow up relentlessly

1. Adopt the Right attitude (Contd.)

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 EnthusIASM – you do what you do, because

“I am sold myself”

1. Adopt the Right attitude (Contd.)

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

3. Have belief in yourself

Have belief in YOU and YOUR Products

(enthusIASM – I am sold myself) Knowledge breeds confidence KNOW everything about your products Uncertainty breeds uncertainty Ask for testimonials or references from satisfied

clients – quote from them on your calls

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 people

as they can see you are making an important call

3. Have belief in yourself (Contd.)

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 ears

and 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

4. Never ASSUME

You will pick up buying signals and signs of interest the more you listen

The more you talk, the more they’ll walk… People will talk for ages when talking about

themselves Use trial closes regularly –

“If you were to buy, what colour…”“If you were to order, when would….”

5. Develop good verbal skills

In traditional face-to-face selling

0

10

20

30

40

50

60

the words wesay

the way we saythem

non verbalsignals

%

Communication

In telephone selling you cant concentrate on non verbal signals

Therefore you are operating 45% less effectively

You must improve your vocabulary and the way you “come across”

5. Develop good verbal skills

Remember, clients CAN’T see YOU You can’t demonstrate a product You can’t show them literature They can’t see that you are sincere

(Be polite and courteous at all times!) You can’t see THEIR reactions You need to present yourself clearly and

confidently, get their feedback, know when to ask for the order & when to hang up

5. Develop good verbal skills

Don’t Shout Don’t mumble Don’t 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

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 “wouldn’t you?”,

“isn’t it?” and “won’t you?”

5. Develop good verbal skills

6. Be prepared

P roper P lanning P revents P athetically P oor P erformance

6. Be prepared

In order to make calls, get appointments, give quotes and take orders, you must KNOW:-

– Your company sales literature– Your product/service facts, features and benefits– Your company’s history and personnel– Your price lists and order forms– Your competitors– To keep a record of all calls – To update your diary regularly

7. Handle all calls professionally

There are four types of incoming calls: ORDERS COMPLAINTS SALES LEADS/ENQUIRIES GENERAL QUERIES ABOUT ORDERS etc

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

REMEMBER – NEVER ASSUME ANYTHING

7. Handle all calls professionally

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

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

9. Dealing with complaints

Listen and don’t 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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