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priTel Training
Maximising Telephone Selling from you Call Centre
Checkout CCa2z the Call Centre e@cyclopedia
Any call centre's success, or otherwise, is down to how we manage, motivate, treat, train and develop our people. This determines the quality of our output and customer service.
We live in a competitive world where many products are of good quality; it is often the salesperson who makes the difference. The use of skills for creating rapport, interacting with integrity and interpreting responses forms a powerful base from which to sell.
Telephone selling demands a different skill set, the modules focus on effective telephone selling skills to maximising sales from all opportunities. These modules offer practical exercises to enhance learning, including;
 | Knowing and understanding your products |
| Knowing yourself |
| 'Anchoring', identified positive feelings |
| Recognising buying strategies |
| 'Tailoring' sales techniques for individuals |
| Handling objections |
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and much, much more, see below |
Programme Content
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1. What makes telephone sales different ?
Purpose - To enable participants to identify the differences between selling on the telephone and by other methods; to appreciate some basic facts about communication and to consider what makes people buy from one person rather than from another.
Benefits - This module provides an introduction to the programme by identifying the distinguishing features of telephone selling. The key to persuading people to buy is effective communication.
2. Getting your objectives clear and defining your outcomes
Purpose - To enable participants to identify their sales objectives precisely; to explore strategies for achieving these and to examine the resources they may need. To identify the elements essential to effective call planning.
Benefits - Before they can sell effectively, participants need to know what their sales objectives are, and how to plan their calling. This module provides a structured approach to equip participants with clear objectives and provides tools for call planning.
Purpose - To enable participants to explore what they feel are the positive and negative aspects of their product or service and to allow them to develop positive perceptions of what they are selling.
Benefits - Very necessary for effective selling is knowledge of the product/service - its positive and negative aspects. This module will help in the development of positive perceptions of the product or service to increase confidence.
Purpose - To enable participants to explore their personal barriers to telephone sales; to allow them to identify the differences between a positive sales experience and a negative one.
Benefits - This module will help participants to find out what may hinder them personally in making telephone sales and to develop strategies to overcome them.
5. Preparation and motivation to sell
Purpose - To enable participants to examine the importance of their physical working environment and how it affects their motivation; to devise motivational systems including sales 'rituals'.
Benefits - Physical working environments have a notable effect on motivation. This module allows participants to investigate for themselves how to create an environment that gives them confidence; and how to develop systems that will keep them motivated.
6. Achieving a state of excellence
Purpose - To enable participants to identify which physical movements make them feel positive; to enable them to experience a visualisation process which will assist them in feeling mentally positive towards the task of telephone selling.
Benefits - In this module, participants will be taken through a process which will help them access what assists them personally to feel both physically and mentally in a state of excellence; that is, where they are operating at maximum potential.
Purpose - To introduce participants to the concept of 'anchors' and their usage; to give them the opportunity to practicing using anchors in their telephone sales work.
Benefits - Positive feelings once identified, need to be 'anchored'; this module helps call centre agents to understand and develop these skills and provides practice in developing practical techniques for anchoring.
8. Remaining in a state of excellence
Purpose - To enable participants to learn and practise a technique that will help them enter and remain in a state of excellence, and to apply this technique to their work.
Benefits - In this module, participants will be introduced to a technique for anchoring themselves into a state of high competency, or state of excellence, where they can use past positive experiences to assist them now when they are 'cold calling'.
Purpose - To introduce the concept of 'right brain - left brain' functions. To use the 'right brain' functions by learning the technique of Mental Rehearsal to achieve better sales performance.
Benefits - It is well known that we under-utilise the power of our brain. In this module, participants will practise the technique of Mental Rehearsal which accesses the 'right brain' to produce the positive sales results they require.
10. Understanding how people make sense of the world
Purpose - To enable participants to identify their own 'leading system' and how to identify the leading system of their prospective clients through the use of language.
Benefits - This module introduces participants to this important model of communication and through a series of exercises, enables them to discover for themselves their own preferred 'system'. As a result they can understand better how to communicate more effectively with others in order to create more sales on the telephone.
Purpose - To give participants an understanding of the importance of creating rapport in a sales context; to introduce the skills of creating rapport by voice 'matching', and provide an opportunity to practise these techniques.
Benefits - Rapport is the most important process in any interaction. It is a vital part of the achievement of your outcome. In this module, participants will be introduced to powerful tools for creating rapport over the telephone by using the voice to give power to their interaction in a sales context.
Purpose - To give participants an opportunity to analyse their state of congruence; with an exercise to practise meaning what they say.
Benefits - In this module, participants will have the opportunity to analyse their state of congruence in their sales telephoning and to recognise when they are not doing this. Congruence means' meaning what you say' and making sure your whole force is behind your objective.
13. How to recognise someone's buying strategy
Purpose - To introduce participants to the concept of buying strategies and how to identify them; to explore the use of this technique in telephone selling.
Benefits - It is important to understand what motivates each prospective client to buy. The exercises in this module will help participants to learn techniques to identify somebody's buying strategy to increase the likelihood of making sales.
Purpose - To give participants an opportunity to learn and practise the technique of 'changing the frame' which can be used to deal with customers objections.
Benefits - Anyone selling by telephone is likely to meet objections from their prospective customers. In this module, participants are encouraged to deal with objections in a non-defensive way and to 'change the frame' of the negative objections and deal with them positively.
15. Evaluating your performance
Purpose - To get participants to confirm their sales objectives; to develop systems for recording and assessing their progress against these targets.
Benefits - The sales objectives identified in module 2 are confirmed here, and participants develop systems for assessing and recording their progress towards these targets.
Checkout CCa2z the Call Centre e@cyclopedia
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