Telephone Selling Skills - Course Overview

This programme provides today's sales professional with the necessary insights, tools and techniques to take their sales effectiveness and their business relationships to the next level, by selling effectively through the use of the telephone.

This programme will enable the Telephone Account Manager to consistently perform and achieve in a changing and complex market place

Course Content

• The role of a Consultative Telephone Sales person
• Behavioural Styles
• The process of Communication
  • The use of Positive and Negative language
  • The use of Positive and Negative phrases
  • Representational System Predictors
• Questioning Techniques
• Handling Objections and Conflicts
• Strategic and Tactical Customer Analysis - understanding the customer
• Pre Call Visioning
• Post Call Audit and Analysis
• Introduction to Campaign Planning

Who Should Attend

From those who seek out new opportunities via the telephone, to those who receive enquiries, the value of this course will be seen and heard in the improved use of the telephone and measured effectiveness of the Telephone Account Manager.

Course Objectives

After participating, the participants will have the ability to:

• Understand their customer and their behavioural styles
• Deploy greater listening and questioning skills and techniques
• Influence the outcome of their calls
• Increase invoice values and up-sell opportunities
• Develop stronger rapport within their accounts
• Achieve higher conversion ratios
• Plan telephone campaigns effectively