telephone selling skills ppt

customer service (also known as client service) is the provision of service to customers before, during and after a purchase. what is customer service customer service (also known as client service) is the provision of service to customers before, during and after a purchase. be flexible and adapt to the circumstances. challenge others in the team to a challenge “contest”. challenge others in the team to a challenge contest . listening and the needs of the customer… to be recognised and remembered. you tell the group that you will be asking question on what they are about to hear` and that they can take notes if they wish. you tell the group that you will be asking question on what they are about to hear` and that they can take notes if they wish. know when to ask for the order. try to paint pictures with the words that you use on the telephone: how good they will feel about their decision. how to put the customer at the centre of the sale. do you live in the west end or east end remember that probing questions are guided by and chosen based on what the other person has said. raise the tone of your voice slightly at the end to make the words a question. raise the tone of your voice slightly at the end to make the words a question. if you don t believe in your products or services, how can you expect the customers to believe in them uncertainty breeds uncertainty. again, ask delegates to refer to the scenario’s in their delegate workbook and consider the responses given. a major reason business is lost is that no one ever asked the prospect to buy. … to come in for your fitting … should this be delivered … to have the donation listed … will you be needing on this order … will you be picking up your order … to schedule the installation … to your home or to your office … to your credit card or by invoice a proper close is essential to any sale. a great cold calling technique is to follow the company name with a wide ranging benefit that the customer could gain. instead of having a list of features and benefits you re intent on presenting, take all your benefits and write them down the side of a piece of paper. prepare in advance the questions you will need to get answered in order to further qualify your potential customer. take the time to know something about the company you’re calling, and where your product or service would fit in with the likely needs and wants of that company. tell them that in order to deliver the potential benefit, you need to get information. tell them that in order to deliver the potential benefit, you need to get information. answer the phone in rings getting it right is vital how do you feel when you call a company and the phone just rings and rings and nobody answers? how do you feel when you call a company and the phone just rings and rings and nobody answers that is how your callers will feel if you don t answer the phone. it is the sweetest sound in the world to them – you are building rapport – it is part of the massaging process. this important step is missed by most people using the telephone: – it avoids a cut-off feeling – they may remember something else they wish to say. the approach to the process of cross-selling can be varied. it is commonly felt that the firm’s objectivity, being an auditor, has been compromised by selling internal audit services and massive amounts of consulting work to the account. the approach to the process of cross-selling can be varied. benefits that can accrue to the customer include the efficiency and leverage that result from using a single supplier for multiple products. is it really likely to break in just nine months the third kind of cross-selling can be called selling a solution. a common technique for successful up-sellers is becoming aware of a customer’s background and budget, allowing them to better understand what the particular person might need.

a common technique for successful up-sellers is becoming aware of a customer s background and budget, allowing them to better understand what the particular person might need. have a plan of what to ay if put through to the wrong person. all in all you should be able to demonstrate leverage within a short period of time by taking the risk of spending precious time with you. it is a tactical mistake to confuse vito’s personal secretary with the standard secretary: why dealing with the standard gatekeeper: do not talk down (put yourself in their situation) they are keeping track of all the company’s phone traffic and that is hard work. how to minimise the impact of objections. if you continue to advise your sales people that ‘all objections can be overcome’ then sooner or later, they will become disaffected from you and the company. if you continue to advise your sales people that ‘all objections can be overcome’ then sooner or later, they will become disaffected from you and the company. call the customer back – keep the promise even if you have nothing to report. if sending out literature, etc, address the envelope; list what is to be included on a post-it note, then fill the envelopes during your next break. the frustration of facing a mess in the morning. complete the reminders and prepare to be prepared. action steps: when you get the “send literature” request, be certain the person is a legitimate buyer, and not someone trying to get rid of you. fact is, the other person’s desire to listen to you is in inverse proportion to the amount of speaking you do. the key is selling yourself on why you need to listen. so, be ready to explain results and benefits that you bring to the table. make sure you don’t present what you “think” is a benefit until you’ve confirmed it by asking the corresponding questions. i define this as looking at where you are, and determining where you want to be at the end of the call. more specifically, ask yourself what you want to do at the end of the cal, and what should they do at the end of the call. action steps: when you get the send literature request, be certain the person is a legitimate buyer, and not someone trying to get rid of you. you need to do the same. therefore, you need to be sure you have a justification statement prepared in response to what s this in reference to it s here that you sell the screener on putting you through. so, be ready to explain results and benefits that you bring to the table. if you d ask him/her what s to be accomplished on the call, you d hear a vague response about a sale, appointment, lead, and so on. more specifically, ask yourself what you want to do at the end of the cal, and what should they do at the end of the call. i suggest you do the same, and then question to figure out why they said what they did. if they try to put you off by saying they’ll “think about it” and call you later, ask them what the chances are they’ll buy. tell them that in order to deliver the potential benefit you alluded to, you need to get information. the reason i’m calling is that there’s the possibility we might be able to help you cut down on your expenses for the exact same cleaning items you’re now buying. the real test to be sure you have a winning opener is to put yourself in the position of the person hearing it. i suggest you do the same, and then question to figure out why they said what they did. if they try to put you off by saying they ll think about it and call you later, ask them what the chances are they ll buy. tell them that in order to deliver the potential benefit you alluded to, you need to get information. it is well researched that how you deliver your message or sound affects up to 70% of the impact of your call. it is well researched that how you deliver your message or sound affects up to 70% of the impact of your call. they took part in some state change work with them and they felt a lot better about going back to the phone.

telesales personnel are a growing number across the world in an ever-widening range of fields from insurance, double-glazing and healthcare, to advertising, building, manufacturing, and national and regional newspapers. so what are the basics of effective telesales and how do you get them applied in your telesales department? ask appropriate questions in order to get the other person involved in a conversation. get your telesales personnel to put themselves in the position of the person hearing it, and ask: “would you want to hear more if you were the buyer?” listen to yourself on the telephone. if you were unsuccessful in your last call, if the potential client put the telephone down on you without ‘giving you a chance’, ask yourself – why? don’t think your personnel haven’t the time to do this on every call.

the receptionist the receptionist is there to receive people and telephone calls. good quality literature will only ever be a compliment to the sales skills of your personnel. then draw two columns down the page to the right of the words. it may be an inappropriate product or service; the client may genuinely not be in a position to purchase if he has a limited budget. if you continue to advise your sales people that ‘all objections can be overcome’ then sooner or later, they will become disaffected from you and the company. want to know exactly who will be making the decision? professionalism in sales is for all salespeople, not just the field salesman.

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