1

2

Sound/Look familiar?

You can become confident that you are doing this part of your work correctly if you will practice the proper tele-techniques.

Identify effective techniques for tele-calling

Build effective relationships with people during telephone calls

Identify effective methods of greeting the customer, obtaining customer information and concluding telephone calls.

Use active listening and empathy for more effective customer interactions.

Adjust telephone communication styles to suit individual customer styles.

Handle Customer problems and complaints effectively.

3

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 thing these days, everyone uses the phone

Introduce New Products

Sell Products/Services

Customer Service

Service the Retail Stores

Seminar Confirmations

Trade Shows

Inform Your Customers of New Developments

Promote Events

Call Your Non-Active Customers

Mail Outs etc. etc.

5

6

Inbound Outbound

calls initiated by a caller and

answered by Call Center Calls initiated by Call Center and

answered by the called party

Develop a professional greeting

Introduce yourself and your company

Express gratitude

State the purpose of your call

Schedule a meeting

Use the alternate-of-choice questioning strategy for a F2F meeting

Thank them for their time today and for the upcoming appointment

Follow up

7

Answer the telephone with a proper business phone greeting

Use techniques such as paraphrasing and summarizing to keep phone calls on track

Think and prioritize as you speak

Close and Summarize the overall call

Note down important points

8

Cold Calling

Cold calling is still alive and up and running in 2009. How effective you are with it depends on the fact and recognizing ―We are in 2009‖ and we need to align our methods with prospect buying behavior.

9

Aggressively target your buyers

Invest in research

Warm up every cold call

Craft a good script — and use it

Learn to work with gatekeepers

Practice, Practice, Practice..

Customize your delivery

10

A good script can help you clench a deal

Use the prospect‘s name, in the form of a question as your opening line

Identify yourself

State the purpose of your call

Build a benefit statement that tells your prospect precisely what he will get out of talking/meeting with you

Maintain self-control by knowing what you want out of the call and asking the questions you need to ask to get there

11

Many times, vendor preferences are established well before the budget or timing is clear, and to miss that early window of entry sometimes means missing the deal altogether.

Know the BANT◦ Budget

◦ Authority

◦ Need

◦ Timeline

12

It's important not to "make-up" conditions for your prospect base that unnecessarily impacts your results.

Calling on Mondays is a bad idea, or calling on Fridays, or calling too late in the day...

Don‘t loose time, take your chances and keep learning and keep adapting

13

Voicemail is a form of communication similar to email or text messages

Don't let the one-way aspect of voicemail keep you from exploiting its benefits

People do listen to voicemail, and you can use it to your advantage

You can test the effectiveness of your voicemail by using your voicemail script to call your own phone number and leave yourself a message

Listen carefully to it and then ask yourself the question, ―Would you call yourself back?‖

14

Discovery based conversations work, pushy sales calls don‗t

Most people don't like getting "sales" calls, but they are perfectly willing to have a conversation to see if something would be a fit for them

Try to know who you're calling

Anyone appreciates when you know enough about them to speak to specific areas they might be challenged with

15

Feel successful Act successful Be successful

Focus on the customers‘ needs-not your wants

―Go the extra mile‖

Be enthusiastic

Always use the prospect/client‘s name

Keep records of all calls

Keep your promises

Follow up relentlessly

SMILE

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 to a competition

Reward yourself when you reach ―your‖ target or goal

Have belief in YOU and YOUR Products

(enthusIASM – I am sold myself)

Knowledge breeds confidence

Uncertainty breeds uncertainty

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

Listen to the customer carefully

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

God has given us two ears and one mouth, use them in that order!

Find out all you can about your customer

Avoid interrupting

In traditional face-to-face selling

0

10

20

30

40

50

60

the words wesay

the way we saythem

non verbalsignals

%

Communication

In traditional Telephone selling

0

10

20

30

40

50

60

the words wesay

the way we saythem

non verbalsignals

%

Communication

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

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?‖

P roper

P lanning

P revents

P athetically

P oor

P erformance

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

Types of incoming calls: Orders ,Complaints,Sales Leads,General Enquiries

Types of outgoing calls: Sales Calls,Seminar/Event Confirmations,Customer

Service,Inform Your Customers of New Developments

Remember : 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 steps to ending calls correctly:

Confirm with the caller on the agreed details

Thank them for the call/enquiry/sale/lead etc

Look forward to the next call

Ask for help (If appropriate)

Leave on a pleasant note

Say goodbye

Put the phone down last

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

How professional, confident and friendly do you sound on phone on a scale of 1-10?

(Record yourself on a tape recorder and ask yourself ―Would you buy from you?‖)

1. Do you know at least 4 ways to build rapport on the telephone?

2. What is your introductory line that grabs the prospect‘s attention?

3. Do you know the questions to ask that will make the prospect want to do business with you immediately?

4. Have you prepared a script that can express what you have to offer with absolute clarity and impact? If not, do you know the winning formula for writing one that works?

5. Are you reaching the decision maker easily?

6. How prepared are you with your answers to every objection that presents itself?

29

7. Are you asking for referrals after every call and do you know the best way to ask?

8. Do you ensure you have a positive attitude in your voice on every call?

9. Do you have the voicemail message to leave that has them rushing to return your call?

10. Do you have a system that keeps track of all your follow ups?

11. Do you know what to say to get the best response when following up a mail out?

12. Do you know on average how many calls and contacts you have to make before you make a sale or an appointment?

(If you cannot measure it, you cannot improve it)

13. Do you do cold calls each day before any other job?

(if your answer is ―no‖,there may be some call reluctance going on)

30