Course Aim

To help delegates understand the importance of effective communication on the telephone. Using this knowledge they will be able to construct a framework to give them more confidence when making outgoing calls.

The programme is suitable for salespeople who need to use the telephone as part of their job function, either for selling, or booking appointments.

Course Objectives

By the end of this course the delegates will be able to:

• Describe the different levels of customer interaction
• Demonstrate active listening skills
• Explain the different types of communication
• List what types of questions get the best information and which types of questions to avoid
• Describe the Four People Factors in relation to customers buying behaviours
• List the AIDA process and how it adds value to a Telesales call
• Establish their own structure for a Telesales call using all stages from opening the call to closing the call

Course Content Includes:

• Using the telephone; advantages and disadvantages
• The Four People Factors
• Different levels of customer interaction
• Communication skills
• Opening the telephone call. Putting the customer at their ease
• Structuring the call. Gaining and keeping control
• Selling features and benefits and when to present the product
• Dealing with objections
• Closing the sale, or gaining commitment
• Dealing with rejection

How the course works

Delegates are given a clear understanding of the nature of telephone selling and the need for the customer to feel relaxed and not pressurised.

Telephone monitoring equipment can be used if requested, to give delegates the opportunity to practise their skills in a positive environment.

During the course, delegates produce a number of scripts using a structured approach with words and phrases that sound natural and involve the customer. At the end of the course, delegates prepare a personal action plan, for use back at work.