p m01 inside_selling

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Table of Contents

Description of Course:................................................................................................................................................................1

Course Benefits:............................................................................................................................................................................1

Authoring Team Credits:...........................................................................................................................................................1

Module Overview................................................................................................................................................................................... 2

Welcome................................................................................................................................................................................................3

Objectives............................................................................................................................................................................................. 4

Inside Selling – the structure.......................................................................................................................................................5

Setting the context............................................................................................................................................................................6

Call planning........................................................................................................................................................................................ 7

Introduction to opening the call.................................................................................................................................................8

Leaving a voicemail..........................................................................................................................................................................9

Effective opening............................................................................................................................................................................10

Effective opening............................................................................................................................................................................11

What’s in it for the customer/partner?.................................................................................................................................12

Probe – questioning skills...........................................................................................................................................................13

Probe – Present Position.............................................................................................................................................................14

Probe – Pain/Potential.................................................................................................................................................................15

Probe – Impact.................................................................................................................................................................................16

Probe – Vision.................................................................................................................................................................................. 17

Probe - Process................................................................................................................................................................................18

Probe - People..................................................................................................................................................................................19

Probe - Price..................................................................................................................................................................................... 20

Active listening................................................................................................................................................................................ 21

Linking the questions naturally...............................................................................................................................................22

Call observation sheet..................................................................................................................................................................23

Practical role play...........................................................................................................................................................................24

Role play feedback.........................................................................................................................................................................25

Calling session..................................................................................................................................................................................26

Feedback from calling session..................................................................................................................................................27

Feedback from day one................................................................................................................................................................28

Day Two................................................................................................................................................................................................... 29

Welcome back.................................................................................................................................................................................. 30

Understanding features & benefits.........................................................................................................................................31

Customer/partner motivation to buy....................................................................................................................................32

Value Proposition – Prove Value.............................................................................................................................................33

Objection handling.........................................................................................................................................................................34

Before you go… Qualification to 20%....................................................................................................................................35

Calling session two........................................................................................................................................................................ 36

Feedback from calling session..................................................................................................................................................37

Day Three................................................................................................................................................................................................ 39

Welcome back – motivational exercise.................................................................................................................................40

Final exercise....................................................................................................................................................................................41

Next steps...........................................................................................................................................................................................42

Next actions and how to close...................................................................................................................................................43

Review of the course.....................................................................................................................................................................44

Congratulations!..............................................................................................................................................................................45

- Day Two

Description of Course:Microsoft Inside Selling (MSIS) will offer learners a 100 level, 2.5 day instructor led program designed to equip the Inside Sales Rep/TPAM with the core skills and knowledge needed to sell effectively on the phone. This includes getting past gatekeepers, creating a compelling opening statement and value proposition, OPPVQ questioning and objection handling. Learners will be equipped with the core skills and knowledge needed to maximize their effectiveness on the phone, including call preparation, effective listening skills and rigorous sales questioning techniques.

Additionally, a half day manager training will be wrapped around this course ensuring that telesales managers have the knowledge and skills to follow up the training using feedback and other designated tools.

Course Benefits:Tele salespeople worldwide will understand how to take maximum advantage of their phone time in order to reach more customers and partners and ensure each call produces the results desired thus increasing the impact each rep makes in their territory.

Authoring Team Credits:Executive Sponsor(s) Brian Kadish & Cheryl Korcala

Author(s) Rachel Sanders

Rachel is a highly experienced and well-respected trainer. From a distinguished background in sales she made the move in 1988 into the training department of a major telecommunications company. Since those early days she has designed and delivered training programmes for all levels across a broad range of industries. Her professionalism along with her considered and focused approach to each assignment, led to her being chosen as a Trainer of the Year.

Rachel brings a positive, fun yet practical approach to the development of sales and management teams, which coupled with her extensive knowledge, allows her training to be both stimulating and enjoyable.

1

Participant Guide:

Module OverviewThis module has been designed to equip you with the core skills and knowledge needed to sell effectively on the phone.

Module ObjectivesAfter completing this module you will be able to:

Effectively prepare for a call and set call objectives including how to open a call properly

Listen for key information that helps define the customer’s needs and issues

Develop critical questioning skills

Develop probing questions that determine customer objections

Qualify the customer and how it relates to the MSSP model

2 © 2023 Microsoft Corporation. All rights reserved.

- Day Two

Welcome

3

Participant Guide:

Objectives

What are your objectives for this training?


Participant Guide:

Setting the context

Gerri Elliot – World Class Selling

Brainstorm notes:

3 key messages


OPEN

- Day Two

Call planning

7

OPEN

Participant Guide:

Introduction to opening the call


OPEN

- Day Two

9

Participant Guide:

Leaving a voicemail


OPEN

- Day Two

11

Participant Guide:

Effective opening


OPEN

- Day Two

Effective opening

Tips & techniques for getting past the gatekeeper:Names - Need to speak to...First Names – By using a first name - e.g. “Hi, could you connect me to Alex please?” – makes you sound like you already know the contact and gatekeeper may think you are a friend etcLanguage – Who are they speaking to? What kind of language would be appropriate?001/007 – try changing the last three digits of the number, many MD’s will choose either 001 or 007 as their numberDifferent department – Sales, Accounts – most companies will transfer you happily to their sales department as to them it could be an opportunity for them to sell somethingVoicemail/call backs – we will cover this at a later stage!Techno/Licence speak – sometimes gate keepers will be more accommodating in putting you through if they think they may cause a problem if they don’t i.e. “I am calling up to speak to your IT manager regarding your current license agreement”“Can you help?” – very simple, we need help, why not just ask?Research – so important!Time of calls – what time of day are people most busy?

13

OPEN

Participant Guide:

What’s in it for the customer/partner?


OPEN

- Day Two

15

Participant Guide:

Probe – questioning skills


PROBE

- Day Two

17

Participant Guide:

Probe – Present Position

How can you link the questions?


PROBE

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19

Participant Guide:

Probe – Pain/Potential


PROBE

- Day Two

Probe – Impact

21

PROBE

Participant Guide:


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Probe – Vision

23

PROBE

Participant Guide:


- Day Two

Probe - Process

25

PROBE

Participant Guide:


- Day Two

Probe - People

27

PROBE

Participant Guide:


- Day Two

Probe - Price

29

PROBE

Participant Guide:


- Day Two

Active listening

Notes

31

PROBE

Participant Guide:


- Day Two

Linking the questions naturally

What were the best linking questions…

33

PROBE

Participant Guide:


- Day Two

Call observation sheet

35

PROBE

Participant Guide:

Practical role play


PROBE

- Day Two

Role play feedback

Your feedback…

37

PROBE

Participant Guide:

Calling session

Name: Target numberof calls:

Target number of opportunities

The new skillyou will try:

Results:


PROBE

- Day Two

Feedback from calling session

What did you try that worked for you?

39

PROBE

Participant Guide:

Feedback from day one


TODAY

- Day Two

Day Two

41

Participant Guide:

Welcome back


- Day Two

Understanding features & benefits

43

PROVE VALUE

Participant Guide:


- Day Two

Customer/partner motivation to buy

How one benefit can become two!

The run towards benefit, away from fear…

Benefit statement Reward Fear

Increase market share Become market leader Protect them from competition

45

PROVE VALUE

Participant Guide:

Value Proposition – Prove Value


PROVE VALUE

- Day Two

Objection handling

List common objections and ways in which you can overcome them:

Objection: Solution:

47

PROVE VALUE

Participant Guide:

Before you go… Qualification to 20%


QUALIFY

- Day Two

Calling session two

Name: Target numberof calls:

Target number of opportunities

The new skillyou will try:

Results:

49

QUALIFY

Participant Guide:

Feedback from calling session

What did you try that worked for you?


QUALIFY

- Day Two

51

Participant Guide:

Day Three


- Day Two

Welcome back – motivational exercise

53

Participant Guide:


- Day Two

Final exercise

55


Participant Guide:


- Day Two

Next stepsThis module explains | introduces | …

Closed questions…

57


Participant Guide:

Next actions and how to close


NEXT ACTIONS

- Day Two

59

Participant Guide:

Review of the course

Three key tips you will take back to the office:

Q & A session


- Day Two

Congratulations!

61

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