HIGH IMPACT TELESALES SKILLS

This training and Consultancy project takes a practical approach in terms of enhancing skills that are imperative for telesales professionals and their team leaders to effectively perform their respective functions . Learning of each key element of Telephone Sales and Management has been included. Our objective is to analyze and evaluate performance, review and fine tune Telesales and Team Leadership strategies, train the executives and team leaders, identify further opportunities for improvement, track statistics for success and create a general air of motivation within the Call Centre.

Audience

All executives responsible for Telephone Sales, leads generation and their team leaders. Internal facilitators and observers are invited to attend or observe

Project Objectives

By the end of this project, the Executives shall:

• Structure calls more effectively
• Understand the elements of successful telephone communication and improve skills in this area
• Cross Sell other products if required
• Improve questioning and listening skills
• Identify customer's real needs through probing and match with appropriate benefits through correct usage of voice.
• Sharpen their closing skills in order to clinch the sale.
• Handle objections effectively and treat them as new opportunities
• Build better relationships with difficult prospects using empathy
• Recognize each prospect's unique telephone personality and tailor offering accordingly
• Seek buying signals and act accordingly
• Increase the 3 P's namely: • Productivity, Performance, Profits

Mental approach during call

Identify high quality prospects in each call and convert them into sales immediately
• Identify potential time wasters and act accordingly
• Handle difficult customers through excellent communication techniques
• Profile various types of prospects and have mental action plans prepared for each one
• Follow the right behaviour pattern using:
• Active Listening
• Articulate and persuasive speaking
• Maintaining professionalism
• Understand various prospect behaviours and act accordingly
• Assume the sale
• Apply selling skills in each telesales call including:
• Probing for needs exploration
• Understanding the customer's need
• Using benefit statements for product presentation
• Closing for appointment, sale or next action!
• Handling Objections
• Identifying Buying signals and acting accordingly

Our strategy

This strategy manifests itself through the following 3-step approach:

1. Pre-training learning visit including call monitoring, performance analysis and statistics review
2. The training session and script development

3. Telemarketing Management Training

Step 1 - Pre-training consultancy work

Service presentations by service experts and manager
• Features and Benefits analysis for each service to be sold and cross sold
• Market comparison - if any
• Operational details
• Team size
• Service support
• Delivery policies
• Discussions on developing the telesales strategy
• Call Monitoring or brainstorming session on the anticipation of:
• Potential Customer objections
• Potential Customer agreements
• Required Rep skill level
• Required Rep telephone behaviour
• Feasible Time spent per call
• Forecasting conversion rates
• Identifying Key Performance Indicators
• Discussing key points for script development

Step 2 - Results Oriented Telesales Skills workshop including script development

This program content has been designed to include a combination of simulations, activities and exercises in order to support the above listed understanding, mental approach and objectives. Details follow:

1. Prospect Behaviours

• (Activity-Save your life)
• The assertive prospect
• The difficult prospect
• The talkative prospect
• The passive prospect

2. Call Components

• The introduction
• The greeting
• Answering the phone (Call backs)
• (Activity-The Diagram)
• (Activity-The messengers)
• (Activity – One minute radio ad) Key to persuasiveness
• Listening effectively
• Facets of active listening
• Active listening techniques
• Communication
• (Activity-Blinded by the phone)
• Facing the reality of lack of body language
• Persuasive Speaking
• Making your voice count
• Tone assessment
• Tone characteristics
• Words and phrases to use
• Words and phrases to avoid

3. Probing Skills for needs exploration and interest generation

• Activity-20 Questions

4. Telephone selling skills and script development

Getting past the gatekeeper
• Probing Skills for needs exploration
• Acknowledging the NEED
• Benefits Selling – the key
• Testing the water
• Closing Skills
• Gaining Commitment
• Gaining alternative commitments
• Handling objections
• Identifying Buying Signals and reacting accordingly

5. Reducing / avoiding negativity

a. Abstaining from the blame game b. Defining desired positive norms c. Take the pledge for positivity

6. Developing 2 - way communication

7. Role play and practice

Step 3 - Telemarketing Management Training

This portion of the project is indispensable for further reinforcement of lessons learnt through the telesales training. A telesales manager is the driving force behind any successful telesales operation. This manager plans activities, monitors and evaluates performance, tracks statistics, analyzes the database and motivates the staff. In short, it is the manager's responsibility to ensure smooth administration of the telesales operation in a friendly, productive and motivated environment.

In order to groom the manager for this extremely crucial task, the following tool-based telesales management modules have been included:

• Telesales team development and synergy through leadership styles
• Recruitment strategies
• Coaching for success
• Designing and editing telesales scripts for new campaigns
• Call monitoring techniques
• Call performance evaluation
• Statistics tracking
• Motivating the Telesales executives
• Understanding the use of telesales management tools
• Conducting motivating morning briefings

END OF PROJECT

Class Size Up to 20 participants per class

Project Duration 5 days for approximately 15 to 20 participants

Project Deliverables This project is accompanied by the following deliverables:

Telesales rep training manual for each rep
• Telesales Management Handbook for each team leader
• Tools to develop telesales call scripts including:
• Initial call presentation script
• List of industry related objections
• Objection handling rebuttal scripts (the exact number of rebuttal sheets shall be determined during the program)
• Industry related buying signals sheet
• Sample Individual and Overall Telesales Department post training Performance Evaluation Report
• Specific tools to be used by the Team Leaders and Managers:
• Coaching format
• Call performance evaluation sheet
• Recruitment interview questions
• Statistical tracking forms
• Script development format
• Morning briefing format
• Motivational activities summary for creating a buzz of enthusiasm in the department