Telesales & Cold Calling

Program Overview

This program is designed for Telesales Executives and their Team Leaders. Telesales professionals are a unique breed that has to be thick skinned to deal with objections and rejections. They need amazing self-discipline, self-motivation and resilience to keep moving forward through the smoke screen of objections to find sales day in and day out.

Telesales agents need to be professional listeners and eloquent speakers. They realize that they can only survive in this high pressure environment if they begin to look at the world through their customers’ perspective and act accordingly. They employ proven rapport building telephone techniques to gain trust and prosper. They are masters at the ability to create pictures in the prospect’s mind through what they say and how they say it. To top it all off, they require razor sharp consultative selling skills to solve customer problems through offering the most beneficial solutions.

Program objectives

Get past the gatekeeper with strategy and confidence

Structure calls more effectively

Improve skills in telephone communication

Cross Sell other products if required

Improve questioning and listening skills

Identify customer’s real needs and match with appropriate benefits.

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

Employ a Strategic telesales management system

Enhance skills through Telesales and Customer Service training

Content Day 1

Review of expectations and challenges

Participants express their concerns

Engaging and convincing prospects

How to talk about your product?

Engaging the prospect’s left & right brain

Review of our product features and benefits

Strategizing benefit statements through positive visualization to create desire for the product

Group presentation

– Understanding our product and why it is good for the customer to have

Emotional persuasion using empathic probing questions

Triggering desired audience emotions through power words that create positive mental pictures.

Example case – A low impact telesales call

Case study – A high impact call

The art of asking the right questions to identify and understand underlying customer issues

Probing beyond the obvious

Activity

– Developing targeted probing questions

Rapport building interactive communication flow

This activity helps telesales agents maintain a meaningful conversation with prospects with a flow that naturally tends towards closing the sale..

(Breakout Activity-The Diagram)

Developing an engaging voice – A key tool in telesales

Communicating without body language through phone

Articulate speaking

Mastering and Applying Voice Characteristics

Tone, Pitch, Rate of Speech and Volume

Activity

– Voice practice through trainer facilitation to develop expertise in expressing emotions such as happiness, sadness, concern, worry, excitement, sense of urgency and more.

Content Day 2

Introducing a very effective Script Dashboard for telemarketing agents

Please view demo video below:

Script development phase

Telesales call flow / structure

Developing a benefit based emotional call dialogue

Call opening

Getting past the gatekeeper / secretary

Getting past the 1st 20 seconds with the right person

Impactful opening statement – This is what makes or breaks a call

Giving the prospect a good reason to continue to talk after the first 20 seconds

Quick examples by the trainer

Selling attempts 1, 2 & 3

Three sets of Probing questions, Emotionally persuasive statements, benefit statements, testing the water questions.

Closing the sale

Closing questions

Strategic ending statement.

Handling objections – Types of objections

Some Common Objections

‘I want to think about it.’ ‘I want to think it over.’

I want to talk to my boss first

Strategizing responses to objections

Creating your own objections list

Strategizing rebuttals and responses

Moving into closing

Role play:

Telesales call presentation by selected participants according to time availability