Using the Telephone to Sell
Duration: 1 day
Who should attend: Everyone with the responsibility to sell your company's services and/or products by telephone.
Summary: An exceptional opportunity to sharpen telephone sales skills and bring increased rewards to your business through improved customer communications.
Qualification: On completion of the course delegates are presented with a certificate of attendance and achievement.
Key topics
Communication techniques
- How to sound interesting and professional all the time.
- How to make telephone calls that customers like to be part of.
Controlling telephone calls
- Five ways to control the telephone call.
- How to control telephone calls without always doing the talking.
Questioning techniques
- How to ask questions that generate the information you need.
- How to use questions to get the desired outcome.
Complaints and objections
- 7-step plan for handling all complaints and objections raised in the telephone call.
- How to turn an objection into a positive way forward.
Customer service by telephone
- How to provide superior levels of service by telephone.
- Key ingredients of a customer service focused department.
