Telecalling is a structured process with clearly defined #flowcharts #Scripts & #Milestones. Do you have a telecalling process setup? Do you appraise them as per pre-programmed milestones? It is very important for all of us to understand the science of telecalling, especially with this #lockdown due to #Coronavirus, telecalling is what your sales team can do very effectively if they know how to do it well. About Us:- Strategic Concepts (India) Pvt Ltd, founded by Mr. Sanjay Singh and Mrs. Reena Singh in 1998, is an enterprise that gives 360 degrees solutions on the Sales and Customer Service function of Management. We will guide you “What not to do in Sales Management?” with an explanation of “Why not to do?” so that you always know “What to do in Sales Management?” X- Sell, SaleskiPathshala, SaleskiJaat, SaleskiVidhi, SaleskiNeeti, and Saleskatha are our flagship programs that are proprietary. We have also registered processes like (More Sales Calls = More Sales), More Customer Per Customer, More References Per Customer. We catalyze growth in Corporates like Ultratech, Airtel, LG Electronics, ICICI Bank, Amway, Tata Teleservices, Godrej & Boyce, WinMagic Toys and many more through our Learning & Development interventions. Watch the video to learn how to maintain, engage, and convert footfalls for higher sales and bigger revenues. Stay connected with Us for regular updates on Our Social Channels: Like Us on Facebook: https://www.facebook.com/Consult4Sales1/ Follow Us on Twitter: https://twitter.com/Consults4Sales Follow Us on LinkedIn https://www.linkedin.com/company/strategic-concepts-i-pvt.-ltd/?originalSubdomain=in Pinterest.com: https://in.pinterest.com/sciplmarkon/ If you want to invite Mr. Sanjay Singh for a Training, Seminar or Event, then please click on the link : https://consult4sales.com or Call at +91- 9970506000

1. Telecalling Clinic
Webinar 2 hours
Sanjay Singh
www.consult4sales.com

2. Strategic Concepts (India) Pvt. Ltd. 1
Acknowledgements
Dear Folks,
Telecalling is the only method to reach out to the customers and prospects in these
pandemic #workfromhome times.
This clinic aims to impart the science behind telecalling so that when making a call you are
able to create a conversation and induce the customer to seek solutions from you.
Happy Tele - Selling!
Sanjay Singh
Business Performance Coach
sanjay@consult4sales.com
9970506000
The Flowchart of a Telecall
Start Greeting Pitch Solution Appoitnment Close
Name
Co name
Permission
Ping –
Pong
Mode
Pitch the
problem
that your
product
solves
and
never the
product.
Always give
Customised
solutions
only
Need
Analysis
approach

3. Strategic Concepts (India) Pvt. Ltd. 2
The Quality of your First Greeting
1. The voice throw, modulation and the intent behind the greeting decides whether the
customer on the other side of the telephone call will be interested to talk to you or
not.
2. Practice your greeting and create a signature greeting for yourself.
Ping – Pong Style of Talking
1. Just imagine a Table Tennis (Ping Pong) game.
2. Every “Ping” from you should be answered by a “Pong” from the respondent.
Example:
<Good Afternoon Sir> …………. Wait for the “pong” from the customer
<Good Afternoon>
<My name is Sanjay. Am I talking to Mr. Roy?> ………. Wait for “pong” from the
customer
< Yes, this is Roy speaking>
<Is it a good time to speak to you?> ……... Wait for the “pong” from the customer
< Yes, what is it about/>

4. Strategic Concepts (India) Pvt. Ltd. 3
The Fifteen Seconds Milestone
1. The customer loses interest in the caller if the caller is not able to pitch a meaningful
and interesting pitch to the customer in the first 15 seconds of the call.
2. Every second is important in the first 15 seconds. Hence no unwanted talks.
Most common mistakes made, and time is wasted:
• My name is Sanjay Kumar Singh. (No need to tell full name. Just tell First name)
My name is Sanjay.
• I am calling from LG Electronics, Connaught Place Branch, New Delhi.
(No need for these details at this stage of call.)
I am calling from LG.
Or, This is Sanjay from LG.
• Stammering or Stuttering also wastes time
• Telling or Repeating “Hello, Hello…..” too many times wastes time.
• Do not repeat anything in the first 15 mts of the telecall so that you save on time
3. The Script for the first 10 seconds
<Greeting by telecaller>
<Greeting from customer>
<I am Sanjay from LG. Am I speaking to Mr. Roy?>
< Yes, this is Roy. What is it about?>
<Is it a good time to talk to you?>
< Yes, what is this about?>
4. You should start pitching your telecall by the 10th Second.

5. Strategic Concepts (India) Pvt. Ltd. 4
The Tele caller’s Pitch
(The bowler’s pitch decides how the batsman will play)
1. The pitching of the telecaller will decide the interest shown by the respondent.
2. The telecaller should never pitch his product on a telephone call.
3. The telecaller should pitch the problem that his product solves for the customer.
4. To prepare your sales pitch, ask yourself this question
a. What is the product or service that I want to sell in this telephone call?
b. What is the problem that my product or service will solve for the customer?
Example:
Case 1: You are calling just to inquire about the customers health.
Pitch:
LG is committed to uninterrupted use of all your home appliances during COVID-19 times. Is
there any way we can help?
Case 2: You are calling customer to attempt for cross selling. E.g. Sell a OLED TV to someone
who is already using a LG LED TV.
Pitch:
LG wishes to upgrade your TV viewing experience during COVID-19 times specially since the
TV viewing hours must have gone up now.
Case 3: You are calling to seek references from a satisfied customer of LG.
Pitch:

6. Strategic Concepts (India) Pvt. Ltd. 5
We have called to seek the privilege of serving more successful people like you with my LG
products and services.
Case 4: You have called to seek more revenue out of services like AMC , Consumables etc.
Pitch:
It is very important that you should continue to enjoy the services of LG products
seamlessly. The AMC of your <name of LG product> has to be renewed before <Date>
Case 5: You wish to invite customer for a free training camp
Pitch:
We want all our customers to make full use of the investment made by them in superior LG
technology. We invite you to a training camp on <name of LG product>.
The Tele caller’s Solution
1. Solutions can be given only after proper need analysis.
2. Need Analysis can be done only by asking the “Right Questions”.
3. The Telecaller must have the right set of questions to be asked to the respondent.
Example:
If the telecaller is trying to upsell a OLED TV to a LED TV owner, the right questions set to be
asked is as follows:
a) How many hours of TV viewing per day?

7. Strategic Concepts (India) Pvt. Ltd. 6
b) Would he like to watch movies on TV with better color ratios?
c) Would he like to have more sound on his TV while watching his favorite songs?
If the telecaller is trying to sell a SMART TV to a simple LED TV owner, the right question sets
to be asked is as follows:
a) Will it be great if you can watch your emails and You tube on TV itself?
b) Have you ever tried Zoom Video conferencing on TV with all his family members
across the world?
Fix an Appointment
1. Do not try to close the order on the phone itself on the same call. Ideally take
appointment and meet the customer. Even if you must talk on phone, take an
appointment, prepare yourself well and call back again on the appointed day to
close the order.
2. Suggest a date and time for the appointment.
• Anytime, is not a good time
• Every time, is also not a good time
Close the Tele call
1. No abrupt call closings please.
2. Must say the following before closing the call
a. Thank you for your precious time
b. Thank you for your support to LG always
c. Thank you for the opportunity to serve you.
This handbook is part fulfillment of a 2 hours Telecalling clinic done over webinar for the LG Front line Sales Team, especially during
COVID-19 work from home times.
Please contact us on hello@consult4sales.com for any further suggestions, omissions or deletions in this handbook.Making use of this
handbook for private usage is tantamount to infringement of copyrights act.