Leigh Ashton - Getting Results on the Telephone

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Boost your outbound sales performance with this illustrated presentation from one of the UK's leading sales experts

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Leigh Ashton - Getting Results on the Telephone

  1. 1. Getting Results on the Telephone
  2. 2. Improve Your Telephone Selling Skills With Leigh Ashton 020 7538 0000 [email_address]
  3. 3. Anatomy of an Outbound Call Getting Results on the Telephone Leigh Ashton 020 7538 0000 Sensitivity, Deal with time/interruption Use Humour and Honesty Create sense of urgency; use 3 specific pain probes; Help them to ‘invite’ you – don’t beg! Time in the diary; agree on next action Establish level of commitment Greeting Introduction Mini Pain/Gain Agreement Post Sell
  4. 4. Understanding Pains and Gains <ul><li>Concept of Towards v Away From </li></ul><ul><li>Influencing Strategy </li></ul><ul><li>Pain – ‘You’re sick and tired of…’ </li></ul><ul><li>Gain – ‘Imagine’ </li></ul><ul><li>Exercise… </li></ul><ul><li>..Come up with Pain and Gain statements. </li></ul>Leigh Ashton 020 7538 0000 Getting Results on the Telephone
  5. 5. Three Levels of PAIN Getting Results on the Telephone Leigh Ashton 020 7538 0000 Initial statement or acknowledgment of some pain existing Personal, emotional impact on the prospect Impact of that pain on organisation Situation Business Impact Personal Impact
  6. 6. <ul><li>You have to have a solution to their specific pain! </li></ul><ul><li>2. You need to be able to quantify the </li></ul><ul><li>impact of the pain </li></ul><ul><li>3. Make it obvious to the person how removing this pain will benefit them personally </li></ul>Pains - Remember… Leigh Ashton 020 7538 0000 Getting Results on the Telephone
  7. 7. <ul><li>Everybody has it </li></ul><ul><li>Everybody wants to get rid of it </li></ul><ul><li>Nobody wants to talk about it – especially to a typical sales person! </li></ul>Rules of Pain Leigh Ashton 020 7538 0000 Getting Results on the Telephone
  8. 8. Three Levels of GAIN Getting Results on the Telephone Leigh Ashton 020 7538 0000 Initial statement or acknowledgment of some gain they would like to experience Personal impact the gain would have on the prospect Impact that gain would give the organisation Situation Business Impact Personal Impact
  9. 9. <ul><li>It has to be a gain that your solution can deliver! </li></ul><ul><li>2. You need to quantify the impact of the gain </li></ul><ul><li>3. Make it obvious to the person how they will personally benefit from the gain </li></ul>Leigh Ashton 020 7538 0000 Gains - Remember… Getting Results on the Telephone
  10. 10. Finding their Pain or Gain <ul><li>Ask probing open questions… </li></ul>Leigh Ashton 020 7538 0000 Getting Results on the Telephone Specific PAIN Probe Specific GAIN Probe
  11. 11. Effective Listening Getting Results on the Telephone Leigh Ashton 020 7538 0000 16 Keys to Becoming a Great Listener… EXERCISE: How many are these 16 Keys can you identify?
  12. 12. Welcome Rejection! Getting Results on the Telephone Leigh Ashton 020 7538 0000 <ul><li>Accept that you will get no’s </li></ul><ul><li>Don’t take it personally </li></ul><ul><li>They are rejecting the offering NOT you </li></ul><ul><li>Learn from all rejections </li></ul><ul><li>The last call has no bearing on the next one </li></ul>
  13. 13. How are You Doing? Leigh Ashton 020 7538 0000 Your Greeting? Your Introduction? Your Mini PAIN/GAIN? Getting Agreement? Your Post-Sell Getting Results on the Telephone
  14. 14. Plan Your Approach <ul><li>Think and Prepare – How do you want to </li></ul><ul><li>perform at each stage…? </li></ul><ul><ul><ul><ul><li>Outcome </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Opening </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Rapport </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Coverage </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Flow </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Manner </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Question Technique </li></ul></ul></ul></ul><ul><ul><ul><ul><li>The Close </li></ul></ul></ul></ul><ul><ul><ul><ul><li>The Check </li></ul></ul></ul></ul>Leigh Ashton 020 7538 0000 Getting Results on the Telephone
  15. 15. Assess Your Performance <ul><li>Think – How did you perform at each stage…? </li></ul><ul><ul><ul><ul><li>Outcome </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Opening </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Rapport </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Coverage </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Flow </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Manner </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Question Technique </li></ul></ul></ul></ul><ul><ul><ul><ul><li>The Close </li></ul></ul></ul></ul>Leigh Ashton 020 7538 0000 Getting Results on the Telephone
  16. 16. Get In Touch If you want your team to succeed on the telephone and… GET MORE SALES… Call Leigh Ashton at The Sales Consultancy… 020 7538 0000 [email_address]

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