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How 2 sale over the phone


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How 2 sale over the phone

  2. 2. Developing Excellent Sales Skills Communication Skills  Spoken communication – Improving the effectiveness of communication – Structure of communication – Questioning techniques • Open ended questions • Close ended questions • Multiple questions • Leading questions  Listening Skills – Passive Listening – Active listening – Reflective Listening
  3. 3. Developing Excellent Sales Skills  Telephone Etiquette – 5 phases of a call • Opening • Needs Identification • Collection/verification of information • Providing information/potential solutions • Closing and next steps – Using PICTURE • P – Pitch • I – Inflection • C – Courtesy • T – Tone • U – Understanding • R – Rate of Speech • E – Enunciation  Non-Verbal Communication – Using non-verbal encouragement over the telephone – Tips on body language over the telephone
  4. 4. Developing Excellent Sales Skills  Dealing with different kinds of customers – Angry customers – Talkative customers – Gatekeepers – Customers who are not interested – Customers who are pressed for time  Understanding Sales terminology – Glossary of sales terms
  5. 5. Sales
  6. 6. Marketing Myopia Sellers pay more attention to the specific products they offer than to the benefits and experiences produced by the products. They focus on the “wants” and lose sight of the “needs”.
  7. 7. What is Selling? It is the process of:  analyzing a customer’s need for a product, service or idea’  then providing persuasive information about that product, service or idea to the customer.
  8. 8. Planning & Preparation Introduction Or Opening Questioning The 7 Steps of a Sale Presentation Overcoming Objections ClosingAfter Sales Follow - up
  9. 9. Six Powerful Prospecting Tips 1. Prospecting for new business should be done:  Daily  With Focus  Routinely  With Seriousness 2. When prospecting:  Be prepared  Get organized  Take good notes
  10. 10. Six Powerful Prospecting Tips 3. When prospecting:  Use a script - don't shoot from the hip.  Practice the script until it sounds smooth and natural.  Role-play with an associate over the phone.  Avoid the temptation to sell over the phone. Your objective is to gather information and make the appointment.
  11. 11. Handling Objections
  12. 12. Objection Handling Techniques Feel/Felt/Found I know how you feel. Other customers have felt the same way I’ll show you what our customers have found. Agree/Add/Explain Listen and confirm Align with the customer before redirecting Explain why and how the situation can be changed or altered
  13. 13. Objection Handling Techniques  Smoke out all important objections  See the objection as a question  Agree with the customer about something  Admitting to the Objection
  14. 14. Tips for successful selling
  15. 15. Tips for successful selling You have just a few seconds to make a good initial impression be it in person or on the phone. Maintain an attitude that you are seeking to help your prospect meet a need or solve a problem, rather than force the sale of a product or service. Know your product and be enthusiastic about it! If you're not enthusiastic, your prospect certainly won't be
  16. 16. Thank You !!!