Successful Telephone Sales & Productive Customer Service

Increasingly, companies look to office based sales teams to increase their customer portfolio and penetrate new markets. But with so many 6 call centres employing large numbers of sales staff in the GCC, and serving the region from abroad as well, standing out from the crowd to sell successfully by telephone can be tough! and while today’s corporate buyers accept and even welcome the telephone as a sales channel, Only 30% of buyers feel that salespeople use the telephone well. So there are clearly some key skills gaps - gaps that can be filled through telephone sales training. Talent Vitality’s Professional Telephone Selling workshop is a must for people who have to undertake any aspect of proactive selling by telephone in the business to business world.

Learning Outcomes

• Focus on the value of your role – developing sales through proactive calling
• Dismantle mental barriers – create a positive state of mind to build your confidence
• Proactively target the right prospects and customers to generate the best results
• Plan measurable objectives to optimise your selling time
• Apply call structures to ensure every conversation is productive and achieves its objectives
• Use voicemail to everyone’s advantage – it’s a great sales tool when used professionally!
• Begin calls confidently – involve the customer from the start
• Engage in conversational questioning – see how one high value question gives you the answers you need
• Answer “Why you?” – personalise the impact of your product or service
• Address resistance – respond to both the logical and emotional elements comfortably and naturally
• Win commitment confidently – successfully conclude the call so that both parties are happy
• Use the tools and techniques that you need to succeed into enjoy this proactive in vital role

The course is suitable for:

It will benefit both those who are new to telesales, and more established telesales professionals who need to refresh their core skills or who may not have received formal training.

Day 1:

• Session 1: Understanding customer service excellence
• Session 2: Emotional intelligence
• Session 3: Focusing on the customer

Day 2:

• Session 1: Communication skills
• Session 2: Taking responsibility
• Session 3: Making every customer feel special

Day 3:

• Session 1: Handling complaints
• Session 2: Addressing customer issues
• Session 3: Delivering excellent customer service with better communication