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Advanced telephone selling


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Advanced telephone selling

  1. 1. Telesales for Results Presented By Ronald Hughes
  2. 2. What do you want out of this Course? <ul><li>General Knowledge </li></ul><ul><li>Perceptual Change </li></ul><ul><li>Skills Development </li></ul>
  3. 3. What are you going to get?
  4. 4. Stretch breaks <ul><li>Reach high </li></ul><ul><li>Reach left </li></ul><ul><li>Reach right </li></ul><ul><li>Reach back </li></ul><ul><li>Reach forward </li></ul>
  5. 5. Getting to know you <ul><li>Finding out about your neighbour </li></ul><ul><li>What are their interest? </li></ul><ul><li>What are their likes or dislikes? </li></ul><ul><li>Why are they here? </li></ul><ul><li>Was it their decision? </li></ul><ul><li>What do you have in common? </li></ul><ul><li>What do you love about them? </li></ul>
  6. 6. Chapter 1 The Psychology <ul><li>People buy people </li></ul><ul><li>Motivation and Motive </li></ul><ul><li>Customer Service </li></ul>
  7. 7. The Importance of People
  8. 8. The Importance of YOU <ul><li>Be Positive </li></ul><ul><li>Believe in Yourself </li></ul><ul><li>Be Outstanding </li></ul>
  9. 9. Don’t worry about what your not?
  10. 10. Posturing learning and becoming <ul><li>If it look like an orange and it smell like an orange and it feels like an orange, what do you think it is? </li></ul>
  11. 11. Motive and Motivation <ul><li>Why do people buy? </li></ul><ul><li>Why do they buy more from some people? </li></ul>
  12. 12. Wish
  13. 13. Want
  14. 14. Need
  15. 15. Self actualisation need to feel worthy need to love and to be loved need for belonging and friendship need to feel safe and secure need for food, water, and shelter - physiological needs Maslow’s Hierarchy of needs
  16. 16. What do you buy on? Wish Want Need
  17. 17. Meeting and exceeding the customers expectation
  18. 18. The wow factor Delight = expectation + 1 Chris Daffy
  19. 19. Best Wow Criteria They are instantly noticed & Valued by Customers They are quick & easy to do They cost you little or nothing