How to Improve your Telesales Technique?
What is Telesales
What is Phone Etiquette
Telephone Tips for Success
Do’s and Don'ts
WHAT IS TELESALES?
Telesales is a method of selling in which you call
an individual or a department in another company to
try to persuade them to buy your company's
products or services.
WHAT IS PHONE ETIQUETTE?
Phone Etiquette is the set of skills and attitudes you use
when you call an individual or a department in another
company that allows for keeping the person at the other
end of the line alert and interested.
So It’s all about having good manners in your dealing with people on the
The Telesales Executive is responsible for bringing in
sales revenue for the conference department.
Pitching decision makers to garner delegate
registration/sponsorship for conferences
Encouraging individuals to subscribe to the
Building a prospect database through research
and cold calling
Cold Calling is the marketing
process of approaching
prospective customers or
clients, typically via telephone,
who were not expecting
such an interaction.
A cold call is usually the start
of a sales process generally
known as telemarketing.
Research and build a database for the conference team
and the upcoming conferences
Report potential clients interested in AIWA
publications, sponsorships and others (advertisers)
BUILD LONG TERM RELATIONSHIPS
WHY DO WE MAKE USE OF TELESALES?
It is far more cost effective than field sales
It is immediate, no appointment necessary
It is one-to-one (personal)
It is Less formal than writing
It is common place, everyone uses the phone
FACTS & FIGURES
A recent product study on the efficiency of the three main
mediums of marketing & sales proved the following profits from
Social Media USD10,000
Marketing & Direct Sales USD150,000
WHAT MAKES A “BAD” PHONE CALL?
Take 2 minutes to think about an
experience you have had or heard of
about an “unprofessional” business
Can you mention 1-3 elements or
mistakes that made the phone call
WHAT MAKES A “GOOD” PHONE CALL?
Take 2 minutes to think about an
experience you have had or heard of
about where you were impressed by the
Can you mention 1-3 elements that
made that phone call successful?
MAKE A GOOD FIRST IMPRESSION
People form opinions and make judgments about us in
the first 60 seconds they see us.
People also quickly make judgments about us based on
the way we sound on the telephone.
HOW MUCH OF YOUR COMMUNICATION DO
YOU THINK THESE ELEMENTS REPRESENT?
Your spoken words
Your body language
Tone of voice
HOW PEOPLE JUDGE YOU ON THE PHONE
If we exclude “Body Language”, the message we communicate over the
telephone is based on two qualities:
"What" we say (Verbal)
"How" we say it (Tone of voice)
PEOPLE CAN "HEAR" YOUR PERSONALITY
THROUGH THE TONE OF YOUR VOICE?
87% of the opinions people form
about us, when speaking to us
on the telephone, are based on
the tone of our voice.
Only 13% is based on the
actual words you say!
Actual words Tone of voice
TELEPHONE TIP 1
Body Language: Sit in a proper position as if the person
you are talking to on the phone is in front of you.
TELEPHONE TIP 2
Inflection: high and low pitches can be used to emphasize words
Volume: loud or soft
Rate: or speed refers to how many words you say per minute. The
recommended rate is 160-180 words per minute (calculate on your
script how much time it should take you to say each sentence and
Energy: translates your enthusiasm
Tone of Voice: choosing a professional and appropriate
tone means controlling a number of elements:
When talking on the phone, what kind of tone should
TELEPHONE TIP 3
Announce your name slowly and clearly
Announce the company name
Don’t use slang or buzz words (uh, um, ok…, instead
na3am, akeed, mazbout…)
Be different (as simple as “Sabah el Kheir” instead of allo, marhaba)
Professional Greeting: Make sure your greeting is short but
very professional. Is your message too fast? Is it too slow?
Make sure your greeting sounds professional and clear:
TELEPHONE TIP 4
Preparation: Be prepared before you make your call.
Have a pad of paper and pencil ready .
Have all the information about the
people you’re calling ready.
Have all the information you will
TELEPHONE TIP 5
Take notes as you speak. Let the people know you are taking
notes and this will signal them not to speak too fast.
Listening: Be an "active" listener.
TELEPHONE TIP 6
It's best if you can provide the
purpose within a question.
"If I identify your benefits through
your company’s participation, will
you consider attending the forum?"
You're not selling your product, you're
selling the benefits (what your
product will do for the client).
State the purpose of your call
TELEPHONE TIP 7
To create affinity with your callers, speed up or slow down your speaking
voice to better match theirs. They won't realize why they feel
comfortable, they just will.
Connect: If you consider clients as people and not just
potential customers you will be better prepared to answer
their needs. You want to help them, not just sell.
TELEPHONE TIP 8
This is the most professional
telephone habit people should
possess. When you promise to
call back in an hour, it’s of
utmost importance that you do.
Prompt Timely Return of telephone calls
TELEPHONE TIP 9
Bridge words or phrases (furthermore, meanwhile, however, in
addition, consequently, finally)
Ask a Question ("How many of you ....?")
Flashback ("Do you remember when I said ...?")
Pausing (Even a simple pause, when effectively used, can act
as a transition. This allows the other person to "think" about what
was just said and give it more time to register
Using Transitions: Transitions are an integral part of a
smooth flowing conversation. Examples of how to use
TELEPHONE TIP 10
Always thank the potential client for allowing you
a few moments in his/her busy day.
Don't say that you'll "just take a moment."
The feeling evoked by them hearing that you'll
take anything from them will put them off.
TELEPHONE TIP 11
When hanging up the phone, make sure the caller
or person called hangs up first.
A Great Finish
Answer promptly, kindly, prior to the third ring
Identify yourself by stating name
Give the caller your full attention
Speak clearly & distinctly
Always be polite - say please and thank you
If u don't know, say you will locate someone to help caller
Ask permission to put caller on hold
Engage in an Argument
Eat or chew gum while on the phone
Call on a cell phone before 8am or after 9pm (their time )
Say “I don’t know”, instead offer to find the answer: “let me find out the
answer for you”
Transfer the caller without asking their permission
Not brief the person you have transferred the call to about who is online
Say “just a minute” or “one sec” instead “could you please hold for a
Say “that’s impossible” offer a solution or to look into the situation and get
back to the caller
Is Mr. … (GM) or Mr. … (MKT MGR) there???
My computer's down," or "We're having trouble with our servers
Secretaries: The key to the door. You need to assess
their decision power. Be honest, request their opinion.
SECRETARIES ARE MY BEST FRIENDS
Best time to call: Tuesday, Wednesday and Thursday
Stand up for important calls, The brain can think 2-3
times faster when you are standing up
WHEN YOU ANSWER
When you answer your phone:
•Good morning, This is Mario on the line from the Swiss
Arab Forum. How may I help you?
•Swiss Arab Forum. Mario is speaking. How may I help
Good morning, This is Mario Kanaan from Al-Iktissad Wal-Aamal….
I am calling to inform you about the Swiss Arab Forum taking place
on the 10th of April at the Grand Kempinski Hotel in Geneva….
Can you please transfer me to Mr. ..’s office?
We are the top publication company and Today I am calling
marketing managers/ CEO’s to inform them about our magazine
•I was Formal and Brief
•Introduced my self and my Company
•Gave a reason for my call
The Probing Question
…. May I ask you, Did you hear about the Forum?
… May I ask you , have you ever read AIWA pan Arab magazine
A probing Question is VERY VERY VERY IMPORTANT..
It’s Open Ended
It helps qualify an opportunity
It encourages the person top talk
* Ps: A simple No is enough
I would like to take this opportunity to invite to attend the Forum as
one of our prestigious guest
No problem, this month we are offering a 100% free trial of our
The hook was brief
And told the MKT MGR what’s in it for them
The call to Action
Would you be interested to attend this event?
Would you be intersted in this offer?
Explained the next step
• That sounds interesting
Perfect. I will send you shortly all the information by email….
Great you will be hearing from our subscription department shortly
Keep suggesting times to call back or setting an appointment
Get clear commitment from the person
Tell the person to expect a confirmation from our company
Thank you so much for your time. Will definitely contact you soon and I
look forward to meeting you on the day of the event. In the
meantime, I hope you have a terrific day…
That was the close:
It was polite
Thanked the person for his time
Told the person to expect a call
TRANSFERRING THE CALL
If the person in charge is reachable:
I’m transferring your call to my colleague Ola. The person in charge of the
Ukraine Arab Forum.
If the person in charge is not on his desk:
You are requested to take:
The caller’s name and company
The correct spelling of the caller’s name
Telephone number – Email address
Brief explanation for call
Take the caller’s job title