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How to succeed

at Telesales

Prepared by Shumaila & Shafaq


Ensign Communication
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

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Ensign Communication
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

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Ensign Communication
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

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Ensign Communication
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

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Ensign Communication
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”

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Ensign Communication
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

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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

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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 feel more forceful and alert
 It can also stop interruptions from other people
as they can see you are making an important call

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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

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Ensign Communication
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….”

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5. Develop good verbal skills

 In traditional face-to-face selling


60

50

% 40 the words we
say
30 the way we say
them
20 non verbal
signals
10

0
Communication
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Ensign Communication
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”

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Ensign Communication
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

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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

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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?”

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6. Be prepared

 P roper
 P lanning
 P revents
 P athetically
 P oor
 P erformance

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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
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7. Handle all calls professionally

 There are four types of incoming calls:


 ORDERS
 COMPLAINTS
 SALES LEADS/ENQUIRIES
 GENERAL QUERIES ABOUT ORDERS etc

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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

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Ensign Communication
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

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Ensign Communication
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

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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

Prepared by Shumaila & Shafaq


Ensign Communication

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