This document provides tips and guidelines for successful telephone sales and customer service. It emphasizes adopting a positive attitude, focusing on customer needs, listening without interrupting, using positive language, properly planning calls, and ending calls professionally. The key aspects of telephone communication discussed are establishing rapport, gathering information, confirming details, thanking the customer, and following up on issues.

2. Entrepreneur n. a business man or woman of positive disposition who attempts to make profit from opportunities by risk, initiative and guidance from 2-small-business.com

3. By the end of this presentation, you will be able to: Adopt the right attitude Drive yourself to success Have belief in yourself Never Assume Develop good verbal skills Be prepared Handle all calls professionally Close each call professionally

4. 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

5. F eel successful A ct successful and you will B e successful Dress for yourself, not the customers Enjoy selling by phone

6. Focus on the customers’ needs not your wants “ Go the extra mile” Always use the prospect/client’s name Keep records of all calls Keep your promises Follow up relentlessly

7. Smile It takes only a second, but can last a lifetime It is the shortest distance between 2 people It is a little curve that puts everything straight EnthusIASM – you do what you do, because “ I am sold myself”

8. Set personal goals What number of calls will you make today What number of appointments will you make What number of sales will you make What increase on target will you achieve How many customer service calls will you make Challenge others in your shift to a competition Reward yourself when you reach “your” target or goal

9. Have belief in YOU and YOUR Products (enthusIASM – I am sold myself) Knowledge breeds confidence KNOW everything about your products Uncertainty breeds uncertainty Ask for testimonials or references from satisfied clients – quote from them on your calls

10. Stand up for important calls, (incoming and outbound) The brain can think 2-3 times faster when you are standing up You fell more forceful and alert It can also stop interruptions from other people as they can see you are making an important call

11. Listen to the customer carefully NEVER ASSUME, for if you do - You make an ASS out of U and ME When God created man, he gave us two ears and one mouth, use them in that order! Find out all you can about your customer The more you listen, the more you will sell Avoid interrupting

12. You will pick up buying signals and signs of interest the more you listen The more you talk, the more they’ll walk… People will talk for ages when talking about themselves Use trial closes regularly – “ If you were to buy, what colour…” “ If you were to order, when would….”

13. In traditional face-to-face selling % Communication

14. In telephone selling you cant concentrate on non verbal signals Therefore you are operating 45% less effectively You must improve your vocabulary and the way you “come across”

15. Remember, clients CAN’T see YOU You can’t demonstrate a product You can’t show them literature They can’t see that you are sincere (Be polite and courteous at all times!) You can’t see THEIR reactions You need to present yourself clearly and confidently, get their feedback, know when to ask for the order & when to hang up

16. Don’t Shout Don’t mumble Don’t talk quickly Be sincere Get the prospect to say “YES” often in your conversation Nod your head as you ask a positive question

17. Use POSITIVE LANGUAGE “ I am sure” or “I am certain” or “I know” Not “maybe”, “perhaps” or “possibly” Ask questions often to keep control and get feedback Use closing questions like “wouldn’t you?”, “isn’t it?” and “won’t you?”

18. P roper P lanning P revents P athetically P oor P erformance

19. In order to make calls, get appointments, give quotes and take orders, you must KNOW:- Your company sales literature Your product/service facts, features and benefits Your company’s history and personnel Your price lists and order forms Your competitors To keep a record of all calls To update your diary regularly

20. There are four types of incoming calls: ORDERS COMPLAINTS SALES LEADS/ENQUIRIES GENERAL QUERIES ABOUT ORDERS etc

21. Smile, when you pick up the phone within 3 rings Establish: Who is calling What they want Which company they are from Who they wish to speak to REMEMBER – NEVER ASSUME ANYTHING

22. FIRST impressions last You want to sound warm and friendly, positive, professional, helpful polite and courteous You do not want to sound harassed, busy, “ distant” or uninterested

23. 7 steps to ending calls correctly: Confirm with the caller, agreed details in detail Thank them for the call/enquiry/sale/lead etc Look forward to the next call Ask for help (If appropriate) – how to find them etc Leave on a pleasant note Say goodbye Put the phone down last

24. Listen and don’t interrupt Ask for more information and clarification Summarise with caller and gain agreement Thank them for drawing it to your attention Promise action, and do call them back on time Tell the customer what will be done and when Ensure the matter IS resolved Call them after the resolution is achieved