TELEMARKETING SKILLS

COLD CALLING
 Making unsolicited calls to people in
order to attract customers.
 A call to potential customers who are
willing to gave business.
 Cold calling is an effective sales
tactic.
 COLD CALLING
TECHNIQUES
1. Focus on the goal when cold calling.
2. Research your market and
prospect.
3. Prepare an opening statement for
your cold call.
4. What should be in the opening
statement of your cold call.
5. Prepare a script for the rest of your
cold call.
6. Ask for an appointment at a specific
time when cold calling.
7. Remember the gatekeepers are
your allies not your foes.
8. Smooth the way for your cold call by
sending prospects a small, unique
promotional item.
9. Do your cold calling early in the
morning.

10. Be persistent when cold calling.

SEVEN STEPS OF SALES
PROCESS
 1. Greeting

 Greet in a very energetic and

enthusiastic way.

 Must be done within 15 seconds.

2. Establish a relationship with
the customer
 Make a dramatic statement.

 Make them laugh.

 Make a promise that you can keep.

 3. Qualify their needs
 5 W’s : Who, What, When, Where
and Why.

 Big H: How
 Presentation, Demonstration
and Information
 Talk about the features, functions
and benefits of the item.
 Prove everything that you just said.
 Discuss the options that are available
to them.
5. Transform Interest to
Desire

 A.I.D.A. Principle of
Selling.Attention,Interest ,Desire and
Action.

 Pleasure and pride of ownership.

6. Overcoming Objections
 Listen carefully.

 Respond to it by explaining
thoroughly.

 Add a benefit.
7. Closing The Sale
 Direct Close

 Choice Close

 Turnaround Close
Do’s and Don’ts of Call
Handling
 Do’s
 Smile
 Answer customers query
 Answer phone within 3 rings
 Hold the phone correctly (to avoid
communication problem)
 Sound professional
 Let the caller replace the receiver
first.
 Don’ts
 Don’t answer the phone while
talking to a colleague.
 Don’t shout on phone, cough or
sneeze while talking, excuse first.
 Don’t chew or sip anything while
on calls.
 Don’t chat or read mails while on a
call.
 Never show anger or irritation to
the customer.
 Don’t end the call abruptly; be
polite and don’t use casual
expression like, yeah, ok or bye-
see ya.
 Don’t forget to take down
important details pertaining to a
call.