Sales - Telephone Selling

CIM - The Chartered Institute of Marketing
London, Manchester, United Kingdom

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' If you use the telephone to communicate with internal and external customers this workshop is designed for you. It will show how to prepare and control each telephone call to obtain optimum results. This workshop is not about high-pressure sales techniques, but about being and sounding human. Sessions will provide opportunities to gain and exchange ideas to improve results. By providing the opportunity to practise these skills, delegates will build confidence and enthusiasm for handling telephone communications.


Benefits for your organisation:

You are the ambassador of your organisation, this workshop will give you the simple yet effective techniques necessary to influence your customer on the telephone, making a positive contribution to your organisation¡¯s bottom line.


Benefits for you as an individual:

The workshop will give you the guidelines to confidently plan, prepare and control incoming or outgoing telephone conversations by:

Identifying and improving essential personal qualities and skills
Recognising the importance of planning and preparation
Establishing customer rapport
Identifying needs and wants more effectively
Interpreting and handling objections more confidently
Identifying and generating opportunities to close and reach agreement


You will learn how to:

Prepare yourself before you pick up the phone: what qualities and skills are needed by creating your own ¡°personal development plan¡±
Plan calls: know who to call; getting help; when to call - when not to call; essential planning checklist
Get through to the right person
¡®Sell¡¯ to one sense: how to gain immediate attention; showing interest; being interesting; gaining appointments; ¡®names¡¯; keeping it simple
Use the correct telephone techniques: the power of questions; listening skills; ¡°feedback¡±; presenting ideas to match customers needs and wants; logic vs emotion
Handle objections: what are objections? Popular objections ¨C how best to handle them
Close the call: when to close; closing on your mutual objective; closing techniques
Practical role-play will be used to consolidate key points

...''

Phone:+44 (0) 1628 427200

School Address:

Cookham
Maidenhead
Berkshire
SL6 9QH
UK

Jobs & Resumes: London, Manchester
Houses & Roommates: London, Manchester

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