How to succeed at telesales?

1. How to succeed at Telesales?

2. What is an Entrepreneur?
 Entrepreneur n. a business man
or woman of positive disposition who
attempts to make profit from opportunities
by risk, initiative.

3. If you are an entrepreneur?
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. Why use the phone ?
 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. 1. Adopt the Right attitude
 F eel successful
 A ct successful
 and you will Be 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
1. Adopt the Right attitude (Contd.)

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”
1. Adopt the Right attitude (Contd.)

8. 2. Drive yourself to success
 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. 3. Have belief in yourself
 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
3. Have belief in yourself (Contd.)

11. 4. Never ASSUME
 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. 4. Never ASSUME
 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. 5. Develop good verbal skills
 In traditional face-to-face selling
0
10
20
30
40
50
60
the words we
say
the way we say
them
non verbal
signals
%
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”
5. Develop good verbal skills

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
5. Develop good verbal skills

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
5. Develop good verbal skills

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?”
5. Develop good verbal skills

18. 6. Be prepared
 P roper
 P lanning
 P revents
 P athetically
 P oor
 P erformance

19. 6. Be prepared
 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. 7. Handle all calls professionally
 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
7. Handle all calls professionally

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
7. Handle all calls professionally

23. 8. Close each call professionally
 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. 9. Dealing with complaints
 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

25. Reasons to get in touch with me.
 To consult
 To hire me as consultant
 Get updated with the latest
 Free advice