Modern sales is all about creating a ‘win-win’ relationship with your customer. You are the knowledgeable friend, the voice at the end of the phone on whom they can increasingly rely. Smart telephone communication skills from all staff can dramatically increase business by enabling this relationship to flourish.
Key Outcomes
The ability to organise and run a system of telephone sales that improves profitability and good customer relations
Demonstrate effective questioning and listening skills
Know and understand different types of customers
Show how to increase an order with related products and be aware of different closing techniques
Effectively handle objections
Understand and demonstrate the importance of knowledge, good communication skills and a positive attitude when creating a ‘win-win’ business relationship with customers
Duration
1 day
Content
The customer and good audience dynamics
Your voice and your knowledge
The importance of product and service knowledge
Making or taking the call
Effective questioning techniques - open and closed questions
Active Listening and the communication cycle
Negotiation skills and making things happen
Handling objections and closing the sale
Becoming the ‘trusted advisor’
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