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How to Improve your Telesales Technique?
Phone Call
Etiquette and
Success
OUTLINE
 What is Telesales
 What is Phone Etiquette
 Your Role
 Your Objective
 Telephone Tips for Success
 Do’s and Don'ts
 Overcoming Obstacles
 Some Examples
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
phone
VS
YOUR ROLE
The Telesales Executive is responsible for bringing in
sales revenue for the conference department.
Responsibilities include:
 Pitching decision makers to garner delegate
registration/sponsorship for conferences
 Encouraging individuals to subscribe to the
company’s publications
 Building a prospect database through research
and cold calling
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.
YOUR OBJECTIVE
 ACHIEVE SALES
 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
each medium:
Social Media USD10,000
Telesales USD50,000
Marketing & Direct Sales USD150,000
TELEPHONE TIPS FOR SUCCESS
WHAT MAKES A “BAD” PHONE CALL?
Take 2 minutes to think about an
experience you have had or heard of
about an “unprofessional” business
phone call.
Can you mention 1-3 elements or
mistakes that made the phone call
bad?
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
caller.
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 tone
Your body language
7%
38%55%
Actual words
Tone of voice
Body Language
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!
13%
87%
Actual words Tone of voice
TELEPHONE TIPS FOR SUCCESS
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
practice )
 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
you project?
 Insistent
 Forceful
 Confident
 Aggressive
TELEPHONE TIP 3
 Smile
 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
communicate ready.
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
transitions effectively:
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.
Express gratitude
TELEPHONE TIP 11
When hanging up the phone, make sure the caller
or person called hangs up first.
A Great Finish
DO’S
 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
DON’TS
 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
moment?”
 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
OVERCOMING OBSTACLES
 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
COLD CALL SCRIPT
Some Examples
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
you?
Introduction Conversation
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?
OR
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?
Or
… 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
..No
* Ps: A simple No is enough
The Hook
I would like to take this opportunity to invite to attend the Forum as
one of our prestigious guest
Or
No problem, this month we are offering a 100% free trial of our
magazine
The hook was brief
And told the MKT MGR what’s in it for them
Sounds good
The call to Action
Would you be interested to attend this event?
Or
Would you be intersted in this offer?
Brief
Explained the next step
• That sounds interesting
The confirmation
Perfect. I will send you shortly all the information by email….
OR
Great you will be hearing from our subscription department shortly
When confirming..
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
The close
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
Try to:
Take the caller’s job title
Mobile number
Q&As
Thank you 

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Phone call etiquette and success by Mario Kanaan

  • 1. How to Improve your Telesales Technique? Phone Call Etiquette and Success
  • 2. OUTLINE  What is Telesales  What is Phone Etiquette  Your Role  Your Objective  Telephone Tips for Success  Do’s and Don'ts  Overcoming Obstacles  Some Examples
  • 3. 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.
  • 4. 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 phone VS
  • 5. YOUR ROLE The Telesales Executive is responsible for bringing in sales revenue for the conference department. Responsibilities include:  Pitching decision makers to garner delegate registration/sponsorship for conferences  Encouraging individuals to subscribe to the company’s publications  Building a prospect database through research and cold calling
  • 6. 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.
  • 7. YOUR OBJECTIVE  ACHIEVE SALES  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
  • 8. 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
  • 9. FACTS & FIGURES A recent product study on the efficiency of the three main mediums of marketing & sales proved the following profits from each medium: Social Media USD10,000 Telesales USD50,000 Marketing & Direct Sales USD150,000
  • 11. WHAT MAKES A “BAD” PHONE CALL? Take 2 minutes to think about an experience you have had or heard of about an “unprofessional” business phone call. Can you mention 1-3 elements or mistakes that made the phone call bad?
  • 12. 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 caller. Can you mention 1-3 elements that made that phone call successful?
  • 13. 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.
  • 14. HOW MUCH OF YOUR COMMUNICATION DO YOU THINK THESE ELEMENTS REPRESENT? Your spoken words Your tone Your body language
  • 15. 7% 38%55% Actual words Tone of voice Body Language 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)
  • 16. 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! 13% 87% Actual words Tone of voice
  • 18. 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.
  • 19. 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 practice )  Energy: translates your enthusiasm Tone of Voice: choosing a professional and appropriate tone means controlling a number of elements:
  • 20. When talking on the phone, what kind of tone should you project?  Insistent  Forceful  Confident  Aggressive
  • 21. TELEPHONE TIP 3  Smile  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:
  • 22. 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 communicate ready.
  • 23. 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.
  • 24. 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
  • 25. 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.
  • 26. 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
  • 27. 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 transitions effectively:
  • 28. 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. Express gratitude
  • 29. TELEPHONE TIP 11 When hanging up the phone, make sure the caller or person called hangs up first. A Great Finish
  • 30. DO’S  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
  • 31. DON’TS  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 moment?”  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
  • 32. OVERCOMING OBSTACLES  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
  • 34. 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 you?
  • 35. Introduction Conversation 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? OR 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
  • 36. The Probing Question …. May I ask you, Did you hear about the Forum? Or … 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 ..No * Ps: A simple No is enough
  • 37. The Hook I would like to take this opportunity to invite to attend the Forum as one of our prestigious guest Or No problem, this month we are offering a 100% free trial of our magazine The hook was brief And told the MKT MGR what’s in it for them Sounds good
  • 38. The call to Action Would you be interested to attend this event? Or Would you be intersted in this offer? Brief Explained the next step • That sounds interesting
  • 39. The confirmation Perfect. I will send you shortly all the information by email…. OR Great you will be hearing from our subscription department shortly When confirming.. 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
  • 40. The close 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
  • 41. 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 Try to: Take the caller’s job title Mobile number