IMI - International Company for Human Resources & Management Development

Professional Tele-Sales

Using the Telephone as a Sales Tool

You may only get chance to get out two or three sentences before the customer stops you to say they have no interest, so make them count.

More and more companies are increasing their use of the telephone as the quickest and most convenient way of establishing customer contacts. It is essential that all members of the telesales team represent the organization in a professional and friendly way and communicate effectively to ensure that the business is continuous and not lost. If your telesales people are not trained properly, how much your company loses?

Benefits & Added Value

  • By attending this program participants will:

    Open sales calls concisely and credibly to win a customer’s attention.

    Ask the right questions – questions which get customers to open up and reveal their needs.

    Show customers how your products and services address those needs.

    Using suggestions and recommendations to stimulate buying action.

    Handling complaints and objections.

    Close a call professionally, whether or not a sale is made.

  • Who Should Attend?

    Call center agents, customer contact employees, telephone customer service reps, telesales reps and anyone who uses the telephone to sell products or services.

Program Content

  • The approach to handling telephone calls: Opening, questioning, probing for potential needs and problems, handling complaints and objections, closing the call.

    Opening a call and responding to challenges such as indifferent customers and screeners.

    Listening with thoughtful attention for opportunities and needs.

    Developing a probing strategy.

    Power of questioning in helping clients, gathering information and exposing client needs.

     Describing those products and services that meet customer needs so as to provide them with solutions they are looking for.

    How to control the call.

    Closing a call.

    Monitoring and evaluation of call effectiveness.