People-centred telesales
This programme will develop confidence and capability in a consultative, customer-centred approach to telesales, with emphasise on practical application in an experiential workshop context that both supports and challenges learners.
Level
Programme is appropriate for learners at entry, intermediate and advanced levels.
Objectives
- To appreciate telesales from the customer’s perspective
- To develop a consultative, customer-centred approach
- To identify the key steps in the telesales call structure
- To develop a range of tools and techniques
- To develop confidence through demonstrations, simulations and feedback
Process Telesales Experience – Sharing personal experiences of receiving telesales calls. Understanding what telesales is like from the customer’s perspective. Identifying do’s and don’ts in telesales. Creating a fresh approach to telesales excellence.
Consultative Telesales – Customer-centred / consultative vs. product-centred / hard sales approach. Key behaviours. Effect on customer. Qualities of consultative telesales professional. Trust & credibility. B-to-B and B-to-H telesales.
Learning Cycle – Appreciate how we learn and the difficulties with changing behaviour – comfort zones, habit, conscious choice through self-awareness.
Telesales Call Process – Key elements of a customer-centred call process. Increased confidence and control. Call preparation and follow up.
Scripts & Guides – Defining scripts and guides. Advantages & disadvantages. Danger of ‘reading’. Scripts as tools for training.
Persuasive Proposition – Understanding the proposition. Taking the customer’s perspective. How to prepare your proposition – features & benefits, areas of interest, questions, statements, likely concerns, proof to demonstrate value, etc.
Power Questions – Importance of questions – getting customers to stop & think. Types – open, probing, closed. Questioning funnel.
Questions to avoid – leading, double, etc. How to formulate questions. Develop examples of powerful questions.
Telephonic Communication – Making a positive impact. 3Vs – verbal, vocal, visual. Telephone techniques.
Tools & Techniques – Listening, rapport, silence, summarising, empathy. Developing confidence.
Buying Signals – Mean by buying signals. Types of buying signals – product, stock, lead times, price, after sales service, guarantees, etc.
Forms of buying signals – question, statement, non-verbal. Attention grabbing responses.
Closing the Sale – Mean by closing the sale. Use of trial close. Different approaches – direct, choice, assumptive, sample, etc. Holding silence. Examples.
Handling Concerns & Doubt – Understanding doubts. Typical reactions to avoid. Types of objections and how to respond. Steps in dealing with concerns – listen, confirm, respond, close.
Customer Types – Different customer types – driver, expressive, analyst, amiable. Self-assess own style. Influencing different types. Flexing and matching.
Practice – Demonstrations to model behaviours / techniques – practice learning through simulations based on a variety of practical scenarios.
Options
Programme can be adapted as either a 1 or 2 day workshop for 8 to 10 learners, with the possibility of using professional role players.