This document provides guidance on developing excellent sales skills for selling over the phone. It discusses important communication skills like questioning techniques, active listening, and telephone etiquette. It outlines the five phases of a successful phone call: opening, needs identification, information collection, providing solutions, and closing. It also addresses dealing with different customer types, sales terminology, and handling objections. The key aspects covered are developing strong communication and listening skills, following a proven phone sales process, and being prepared to overcome any objections.

1. HOW TO SELL OVER
PHONE

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. 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. 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. Sales

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. 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. Planning
&
Preparation
Introduction
Or
Opening
Questioning
The 7 Steps of a Sale
Presentation
Overcoming
Objections
ClosingAfter Sales
Follow - up

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. 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. Handling Objections

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. 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. Tips for successful selling

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. Thank You !!!