How to succeed at Telesales

1. How to succeed at Telesales

2. 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

3. 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

4. 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

5. 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

6. 1. Adopt the Right attitude (Contd.) • 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

7. 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”

8. 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

9. 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

10. 3. Have belief in yourself (Contd.) • 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

11. 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

12. 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….”

13. 5. Develop good verbal skills • In traditional face-to-face selling % Communication

14. 5. Develop good verbal skills • 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”

15. 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

16. 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

17. 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?”

18. 6. Be prepared • P roper • P lanning • P revents • P athetically • P oor • P erformance

19. 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

20. 7. Handle all calls professionally • There are four types of incoming calls: • ORDERS • COMPLAINTS • SALES LEADS/ENQUIRIES • GENERAL QUERIES ABOUT ORDERS etc

21. 7. Handle all calls professionally • 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

22. 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

23. 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

24. 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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