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Outbound Sales Training

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Outbound Sales Training

  1. 1. BOUND to be OUT standing! OUTBOUND OUTBOUND Jefferson City Call Center Supervisor-Led Sales Training
  2. 2. JFCY Outbound Perspective <ul><li>We’re tele-consultants, not tele-marketers </li></ul>JAN 2008 BOUND to be OUT standing! Close Sales as a service to customers Care Only about themselves Present Better product & service options Pester To point of harassment Acknowledge Customers value & importance Annoy Due to no customer respect Tele-consultants Tele-marketers
  3. 3. JFCY Outbound Perspective <ul><li>As a tele-consultant, what’s the most important part of the call? </li></ul>JAN 2008 BOUND to be OUT standing!
  4. 4. JFCY Outbound Perspective <ul><li>As a tele-consultant, what’s the most important part of the call? 1 st 30 Seconds! </li></ul>JAN 2008 BOUND to be OUT standing! Close Present Acknowledge Upfront Contract
  5. 5. JFCY Outbound Perspective <ul><li>As a tele-consultant, what’s the most important part of the call? 1 st 30 Seconds! </li></ul>JAN 2008 BOUND to be OUT standing! Close Present “ Hello, may I please speak with _______? Hi, Mr./Mrs. ______, my name is ______ from Embarq, your local phone company. How are you today?” Acknowledge Upfront Contract
  6. 6. JFCY Outbound Perspective <ul><li>As a tele-consultant, what’s the most important part of the call? 1 st 30 Seconds! </li></ul>JAN 2008 BOUND to be OUT standing! Close “ We’re currently calling our customers to ensure that you are aware of the recent price changes in some of our packages and services. It will just take me a few moments to look over your account to make sure that you are receiving the best service…” Present “ Hello, may I please speak with _______? Hi, Mr./Mrs. ______, my name is ______ from Embarq, your local phone company. How are you today?” Acknowledge Upfront Contract
  7. 7. JFCY Outbound Perspective <ul><li>As a tele-consultant, what’s the most important part of the call? 1 st 30 Seconds! </li></ul>JAN 2008 BOUND to be OUT standing! “ And, if not, I will let you know what to do, okay?” Close “ We’re currently calling our customers to ensure that you are aware of the recent price changes in some of our packages and services. It will just take me a few moments to look over your account to make sure that you are receiving the best service…” Present “ Hello, may I please speak with _______? Hi, Mr./Mrs. ______, my name is ______ from Embarq, your local phone company. How are you today?” Acknowledge Upfront Contract
  8. 8. Outbound Call Flow <ul><li>Same as the Upfront Contract, use APC to serve the customer & control the call! </li></ul>JAN 2008 BOUND to be OUT standing! Close Present Acknowledge Controlling the Call
  9. 9. Acknowledge <ul><li>VALUE the customer </li></ul>JAN 2008 BOUND to be OUT standing! “ You’ve had service with us for _____ years. Thanks for being one of our valued customers.” <ul><li>VERIFY the need </li></ul>“ I’m sorry to hear you are experiencing ______. I’m happy to help you with that.” <ul><li>VALIDATE the concern </li></ul>“ I see you have _________ on your account.”
  10. 10. Acknowledge JAN 2008 BOUND to be OUT standing! Paraphrase don’t parrot!
  11. 11. Present <ul><li>Probing ?s – Tell don’t Ask!!!!!!! </li></ul>JAN 2008 BOUND to be OUT standing! “ Did you know HSI is available in your area?” “ Are you aware we have DishTV for $39.99?”
  12. 12. Present <ul><li>Probing ?s – Tell don’t Ask!!!!!!! </li></ul>JAN 2008 BOUND to be OUT standing! “ Did you know HSI is available in your area?” “ Are you aware we have DishTV for $39.99?” “ Dropping Flyers”
  13. 13. Present <ul><li>Probing ?s – Tell don’t Ask!!!!!!! </li></ul>JAN 2008 BOUND to be OUT standing! “ Did you know HSI is available in your area?” “ Are you aware we have DishTV for $39.99?” “ You probably have 2 computers, right?” “ You’re probably using cable for TV service, correct?” “ Dropping Flyers”
  14. 14. Present <ul><li>Probing ?s – Tell don’t Ask!!!!!!! </li></ul>JAN 2008 BOUND to be OUT standing! <ul><li>Closed-Ended vs Open-Ended </li></ul><ul><li>Customers like Options not Decisions </li></ul>
  15. 15. Present <ul><li>Probing ?s – Tell don’t Ask!!!!!!! </li></ul><ul><li>Product Info </li></ul>JAN 2008 BOUND to be OUT standing! BATs “ You can’t get a hit if you don’t go to bat.”
  16. 16. Present <ul><li>Probing ?s – Tell don’t Ask!!!!!!! </li></ul><ul><li>Product Info </li></ul><ul><li>Problems & Pheelings (feelings) </li></ul>JAN 2008 BOUND to be OUT standing! What are the only 2 reasons customers ever buy? <ul><li>Solutions to problems </li></ul><ul><li>Good feelings </li></ul>
  17. 17. Present <ul><li>Probing ?s – Tell don’t Ask!!!!!!! </li></ul><ul><li>Product Info </li></ul><ul><li>Problems & Pheelings (feelings) </li></ul>JAN 2008 BOUND to be OUT standing! What are the only 2 reasons customers ever buy? <ul><li>Solutions to problems </li></ul><ul><li>Good feelings </li></ul>Click Generation – Instant Gratification
  18. 18. Close <ul><li>It’s as simple as ABC… </li></ul>JAN 2008 BOUND to be OUT standing! A lways B e C losing
  19. 19. Close <ul><li>It’s as simple as ABC… </li></ul>JAN 2008 BOUND to be OUT standing! If a rep doesn’t close the customer in why he “should,” Then, the customer will close the opportunity in why he “shouldn’t!”
  20. 20. Close <ul><li>It’s as simple as ABC… </li></ul><ul><li>Use OK </li></ul>JAN 2008 BOUND to be OUT standing! 0K
  21. 21. Close <ul><li>It’s as simple as ABC… </li></ul><ul><li>Use OK </li></ul>JAN 2008 BOUND to be OUT standing! 10K Is what you can make if you use OK!
  22. 22. Close <ul><li>It’s as simple as ABC… </li></ul><ul><li>Use OK </li></ul><ul><li>It’s not pushing, it’s CLOSING </li></ul>JAN 2008 BOUND to be OUT standing! Is the part you won’t want to do! Close Is the part you will be easiest to do Present Is the part you will forget to do Acknowledge Controlling the Call
  23. 23. Close <ul><li>It’s as simple as ABC… </li></ul><ul><li>Use OK </li></ul><ul><li>It’s not pushing, it’s CLOSING </li></ul><ul><li>Overcome Objections </li></ul>JAN 2008 BOUND to be OUT standing! To overcome Close A solution Present The concern Acknowledge
  24. 24. JFCY Outbound Values JAN 2008 BOUND to be OUT standing!
  25. 25. JFCY Outbound Values <ul><li>ATTITUDE </li></ul>JAN 2008 BOUND to be OUT standing!
  26. 26. JFCY Outbound Values <ul><li>ATTITUDE </li></ul><ul><li>“ Attitude determines altitude. </li></ul><ul><li>Better the attitude, higher the flyer.” </li></ul>JAN 2008 BOUND to be OUT standing!
  27. 27. JFCY Outbound Values <ul><li>ATTITUDE </li></ul><ul><li>TEAM </li></ul>JAN 2008 BOUND to be OUT standing!
  28. 28. JFCY Outbound Values <ul><li>ATTITUDE </li></ul><ul><li>TEAM </li></ul><ul><li>“ Teamwork makes the dreamwork.” </li></ul>JAN 2008 BOUND to be OUT standing!
  29. 29. JFCY Outbound Values <ul><li>ATTITUDE </li></ul><ul><li>TEAM </li></ul><ul><li>SALES SERVICE </li></ul>JAN 2008 BOUND to be OUT standing!
  30. 30. JFCY Outbound Values <ul><li>ATTITUDE </li></ul><ul><li>TEAM </li></ul><ul><li>SALES SERVICE </li></ul><ul><li>“ There is no ‘and.’ Service is inseparably essential to Sales.” </li></ul><ul><li>and </li></ul>JAN 2008 BOUND to be OUT standing!
  31. 31. BOUND to be OUT standing! OUTBOUND OUTBOUND Jefferson City Call Center

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