The document discusses best practices for outbound sales calls as tele-consultants. It emphasizes that the first 30 seconds of a call are most important and outlines approaches for acknowledging the customer, presenting product information, and closing the sale. Key aspects include introducing yourself clearly, verifying customer needs, providing options instead of direct questions, and overcoming objections by presenting solutions. The goal is to serve customers and control the call through each step of the process.

1. BOUND to be OUT standing! OUTBOUND OUTBOUND Jefferson City Call Center Supervisor-Led Sales Training

2. JFCY Outbound Perspective We’re tele-consultants, not tele-marketers JAN 2008 BOUND to be OUT standing! Close Sales as a service to customers Care Only about themselves Present Better product & service options Pester To point of harassment Acknowledge Customers value & importance Annoy Due to no customer respect Tele-consultants Tele-marketers

3. JFCY Outbound Perspective As a tele-consultant, what’s the most important part of the call? JAN 2008 BOUND to be OUT standing!

4. JFCY Outbound Perspective As a tele-consultant, what’s the most important part of the call? 1 st 30 Seconds! JAN 2008 BOUND to be OUT standing! Close Present Acknowledge Upfront Contract

5. JFCY Outbound Perspective As a tele-consultant, what’s the most important part of the call? 1 st 30 Seconds! JAN 2008 BOUND to be OUT standing! Close Present “ Hello, may I please speak with _______? Hi, Mr./Mrs. ______, my name is ______ from Embarq, your local phone company. How are you today?” Acknowledge Upfront Contract

6. JFCY Outbound Perspective As a tele-consultant, what’s the most important part of the call? 1 st 30 Seconds! JAN 2008 BOUND to be OUT standing! Close “ We’re currently calling our customers to ensure that you are aware of the recent price changes in some of our packages and services. It will just take me a few moments to look over your account to make sure that you are receiving the best service…” Present “ Hello, may I please speak with _______? Hi, Mr./Mrs. ______, my name is ______ from Embarq, your local phone company. How are you today?” Acknowledge Upfront Contract

7. JFCY Outbound Perspective As a tele-consultant, what’s the most important part of the call? 1 st 30 Seconds! JAN 2008 BOUND to be OUT standing! “ And, if not, I will let you know what to do, okay?” Close “ We’re currently calling our customers to ensure that you are aware of the recent price changes in some of our packages and services. It will just take me a few moments to look over your account to make sure that you are receiving the best service…” Present “ Hello, may I please speak with _______? Hi, Mr./Mrs. ______, my name is ______ from Embarq, your local phone company. How are you today?” Acknowledge Upfront Contract

8. Outbound Call Flow Same as the Upfront Contract, use APC to serve the customer & control the call! JAN 2008 BOUND to be OUT standing! Close Present Acknowledge Controlling the Call

9. Acknowledge VALUE the customer JAN 2008 BOUND to be OUT standing! “ You’ve had service with us for _____ years. Thanks for being one of our valued customers.” VERIFY the need “ I’m sorry to hear you are experiencing ______. I’m happy to help you with that.” VALIDATE the concern “ I see you have _________ on your account.”

10. Acknowledge JAN 2008 BOUND to be OUT standing! Paraphrase don’t parrot!

11. Present Probing ?s – Tell don’t Ask!!!!!!! JAN 2008 BOUND to be OUT standing! “ Did you know HSI is available in your area?” “ Are you aware we have DishTV for $39.99?”

12. Present Probing ?s – Tell don’t Ask!!!!!!! JAN 2008 BOUND to be OUT standing! “ Did you know HSI is available in your area?” “ Are you aware we have DishTV for $39.99?” “ Dropping Flyers”

13. Present Probing ?s – Tell don’t Ask!!!!!!! JAN 2008 BOUND to be OUT standing! “ Did you know HSI is available in your area?” “ Are you aware we have DishTV for $39.99?” “ You probably have 2 computers, right?” “ You’re probably using cable for TV service, correct?” “ Dropping Flyers”

14. Present Probing ?s – Tell don’t Ask!!!!!!! JAN 2008 BOUND to be OUT standing! Closed-Ended vs Open-Ended Customers like Options not Decisions

15. Present Probing ?s – Tell don’t Ask!!!!!!! Product Info JAN 2008 BOUND to be OUT standing! BATs “ You can’t get a hit if you don’t go to bat.”

16. Present Probing ?s – Tell don’t Ask!!!!!!! Product Info Problems & Pheelings (feelings) JAN 2008 BOUND to be OUT standing! What are the only 2 reasons customers ever buy? Solutions to problems Good feelings

17. Present Probing ?s – Tell don’t Ask!!!!!!! Product Info Problems & Pheelings (feelings) JAN 2008 BOUND to be OUT standing! What are the only 2 reasons customers ever buy? Solutions to problems Good feelings Click Generation – Instant Gratification

18. Close It’s as simple as ABC… JAN 2008 BOUND to be OUT standing! A lways B e C losing

19. Close It’s as simple as ABC… JAN 2008 BOUND to be OUT standing! If a rep doesn’t close the customer in why he “should,” Then, the customer will close the opportunity in why he “shouldn’t!”

20. Close It’s as simple as ABC… Use OK JAN 2008 BOUND to be OUT standing! 0K

21. Close It’s as simple as ABC… Use OK JAN 2008 BOUND to be OUT standing! 10K Is what you can make if you use OK!

22. Close It’s as simple as ABC… Use OK It’s not pushing, it’s CLOSING JAN 2008 BOUND to be OUT standing! Is the part you won’t want to do! Close Is the part you will be easiest to do Present Is the part you will forget to do Acknowledge Controlling the Call

23. Close It’s as simple as ABC… Use OK It’s not pushing, it’s CLOSING Overcome Objections JAN 2008 BOUND to be OUT standing! To overcome Close A solution Present The concern Acknowledge

24. JFCY Outbound Values JAN 2008 BOUND to be OUT standing!

25. JFCY Outbound Values ATTITUDE JAN 2008 BOUND to be OUT standing!

26. JFCY Outbound Values ATTITUDE “ Attitude determines altitude. Better the attitude, higher the flyer.” JAN 2008 BOUND to be OUT standing!

27. JFCY Outbound Values ATTITUDE TEAM JAN 2008 BOUND to be OUT standing!

28. JFCY Outbound Values ATTITUDE TEAM “ Teamwork makes the dreamwork.” JAN 2008 BOUND to be OUT standing!

29. JFCY Outbound Values ATTITUDE TEAM SALES SERVICE JAN 2008 BOUND to be OUT standing!

30. JFCY Outbound Values ATTITUDE TEAM SALES SERVICE “ There is no ‘and.’ Service is inseparably essential to Sales.” and JAN 2008 BOUND to be OUT standing!

31. BOUND to be OUT standing! OUTBOUND OUTBOUND Jefferson City Call Center