Selling Over the Phone

Cost: $545.00   Duration: 1 day

A training methodology that works.

As well as the standard learning principles of applied adult learning and effective reinforcement through workshop based activity, Drake Training incorporates its own methodology which has been derived from over 23 years of professional development and executive training. The STAR methodology is applied to every Drake Training course; it commences with the identification of existing knowledge, moves on to building skills and techniques and is completed by relating learning to the workplace and committing to behavioural change.

Course Overview

This course is intended to provide an understanding of over the phone sales techniques that can be used by people taking in-bound calls or making outbound sales calls. Making seals over the telephone requires the use of slightly divert techniques form face to face sales. This is largely because the body language elements that accompany communication are not accessible over the phone, but also because when making outbound calls, the person receiving the call has not recognised a need for the product/s service being offered. It is necessary therefore, for employees whose role is that of making sales over the telephone to adapt their communication style and to develop rapport and relationship building techniques that will enable successful sales.

Learning Outcomes

Upon course completion, participants will be able to:
• Sell products/ services
• Promote the organisation
• Answer and follow up client/ customer queries
• Make appointments with clients/ customers

Diagnostic clinic
Your confidence levels
Your current sales technique
Your current voice technique

Introduction to phone sales
Why is selling over the phone different?
Types of selling over the phone:
Cold calling
Initial enquiries
Following up
Repeat customers

Phone sales techniques – in bound and outbound
Introduction
Rapport/ relationships
Product knowledge: benefits and features
Cross selling and up-selling
Closing sales

In-bound calls
Accurately identifying the nature of the call
Identifying client/ customer needs
Answering queries
Matching product/s service to need
Making the sale
Taking messages

Outbound calls
Cold calling:
Sourcing listings
Scripts
The opening
Rapport
Using the soft sell
Maintaining a positive attitude
Managing stress
Following up
Making voice mail work for you

Voice techniques

Planning into action