how_to_succeed_at_telesales.ppt

7/27/2019 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



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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



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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



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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?



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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



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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



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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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how_to_succeed_at_telesales.ppt

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