This document provides an overview and contents for a 3-day Microsoft Inside Selling training module. The training is designed to equip sales representatives with core phone selling skills like call preparation, questioning techniques, handling objections, and qualifying opportunities. The module consists of lessons on call structure, effective openings, probing questions, proving value, and next steps. Participants practice skills through role-plays and calling sessions with feedback. The goal is for reps to maximize effectiveness and results from phone interactions.

1. Microsoft Inside Selling
Microsoft Inside Selling
Module 1: Inside Selling

2. DISCLAIMER
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3. Table of Contents
Description of Course: ................................................................................................................................................................ 1
Course Benefits: ............................................................................................................................................................................ 1
Authoring Team Credits: ........................................................................................................................................................... 1
Module Overview ................................................................................................................................................................................... 2
Welcome ................................................................................................................................................................................................ 3
Objectives.............................................................................................................................................................................................. 4
Inside Selling – the structure ....................................................................................................................................................... 5
Setting the context ............................................................................................................................................................................ 6
Call planning ........................................................................................................................................................................................ 7
Introduction to opening the call ................................................................................................................................................. 8
Leaving a voicemail .......................................................................................................................................................................... 9
Effective opening .............................................................................................................................................................................10
Effective opening .............................................................................................................................................................................11
What’s in it for the customer/partner? .................................................................................................................................12
Probe – questioning skills ...........................................................................................................................................................13
Probe – Present Position ..............................................................................................................................................................14
Probe – Pain/Potential..................................................................................................................................................................15
Probe – Impact..................................................................................................................................................................................16
Probe – Vision ...................................................................................................................................................................................17
Probe - Process .................................................................................................................................................................................18
Probe - People ...................................................................................................................................................................................19
Probe - Price ......................................................................................................................................................................................20
Active listening .................................................................................................................................................................................21
Linking the questions naturally ................................................................................................................................................22
Call observation sheet ...................................................................................................................................................................23
Practical role play............................................................................................................................................................................24
Role play feedback ..........................................................................................................................................................................25
Calling session ..................................................................................................................................................................................26
Feedback from calling session ...................................................................................................................................................27
Feedback from day one.................................................................................................................................................................28
Day Two ....................................................................................................................................................................................................29
Welcome back ...................................................................................................................................................................................30
Understanding features & benefits .........................................................................................................................................31

4. Customer/partner motivation to buy .................................................................................................................................... 32
Value Proposition – Prove Value .............................................................................................................................................. 33
Objection handling ......................................................................................................................................................................... 34
Before you go… Qualification to 20% .................................................................................................................................... 35
Calling session two ......................................................................................................................................................................... 36
Feedback from calling session................................................................................................................................................... 37
Day Three ................................................................................................................................................................................................. 39
Welcome back – motivational exercise ................................................................................................................................. 40
Final exercise .................................................................................................................................................................................... 41
Next steps ........................................................................................................................................................................................... 42
Next actions and how to close ................................................................................................................................................... 43
Review of the course...................................................................................................................................................................... 44
Congratulations! .............................................................................................................................................................................. 45

5. Module 1: Inside Selling - Module Overview
Description of Course:
Microsoft Inside Selling (MSIS) will offer learners a 100 level, 2.5 day instructor led program designed to
equip the Inside Sales Rep/TPAM with the core skills and knowledge needed to sell effectively on the phone.
This includes getting past gatekeepers, creating a compelling opening statement and value proposition,
OPPVQ questioning and objection handling. Learners will be equipped with the core skills and knowledge
needed to maximize their effectiveness on the phone, including call preparation, effective listening skills and
rigorous sales questioning techniques.
Additionally, a half day manager training will be wrapped around this course ensuring that telesales
managers have the knowledge and skills to follow up the training using feedback and other designated tools.
Course Benefits:
Tele salespeople worldwide will understand how to take maximum advantage of their phone time in order to
reach more customers and partners and ensure each call produces the results desired thus increasing the
impact each rep makes in their territory.
Authoring Team Credits:
Executive Sponsor(s) Brian Kadish & Cheryl Korcala
Author(s) Rachel Sanders
Rachel is a highly experienced and well-respected trainer. From a
distinguished background in sales she made the move in 1988 into the
training department of a major telecommunications company. Since
those early days she has designed and delivered training programmes
for all levels across a broad range of industries. Her professionalism
along with her considered and focused approach to each assignment,
led to her being chosen as a Trainer of the Year.
Rachel brings a positive, fun yet practical approach to the development
of sales and management teams, which coupled with her extensive
knowledge, allows her training to be both stimulating and enjoyable.
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6. Participant Guide: Microsoft Inside Selling
Module Overview
This module has been designed to equip you with the core skills and knowledge needed to sell effectively on
the phone.
Module Objectives
After completing this module you will be able to:
Effectively prepare for a call and set call objectives including how to open a call properly
Listen for key information that helps define the customer’s needs and issues
Develop critical questioning skills
Develop probing questions that determine customer objections
Qualify the customer and how it relates to the MSSP model
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7. Module 1: Inside Selling - Module Overview
Welcome
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8. Participant Guide: Microsoft Inside Selling
Objectives
What are your objectives for this training?
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9. Module 1: Inside Selling - Module Overview
Inside Selling – the structure
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10. Participant Guide: Microsoft Inside Selling
Setting the context
OPEN
Gerri Elliot – World Class Selling
Brainstorm notes:
3 key messages
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11. Module 1: Inside Selling - Module Overview
Call planning
OPEN
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12. Participant Guide: Microsoft Inside Selling
Introduction to opening the call
OPEN
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13. Module 1: Inside Selling - Module Overview
Leaving a voicemail
OPEN
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14. Participant Guide: Microsoft Inside Selling
Effective opening
OPEN
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15. Module 1: Inside Selling - Module Overview
Effective opening
OPEN
Tips & techniques for getting past the gatekeeper:
Names - Need to speak to...
First Names – By using a first name - e.g. “Hi, could you connect me to Alex please?” – makes you
sound like you already know the contact and gatekeeper may think you are a friend etc
Language – Who are they speaking to? What kind of language would be appropriate?
001/007 – try changing the last three digits of the number, many MD’s will choose either 001 or 007
as their number
Different department – Sales, Accounts – most companies will transfer you happily to their sales
department as to them it could be an opportunity for them to sell something
Voicemail/call backs – we will cover this at a later stage!
Techno/Licence speak – sometimes gate keepers will be more accommodating in putting you
through if they think they may cause a problem if they don’t i.e. “I am calling up to speak to your IT
manager regarding your current license agreement”
“Can you help?” – very simple, we need help, why not just ask?
Research – so important!
Time of calls – what time of day are people most busy?
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16. Participant Guide: Microsoft Inside Selling
What’s in it for the customer/partner?
OPEN
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17. Module 1: Inside Selling - Module Overview
Probe – questioning skills
PROBE
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18. Participant Guide: Microsoft Inside Selling
Probe – Present Position
PROBE
How can you link the questions?
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19. Module 1: Inside Selling - Module Overview
Probe – Pain/Potential
PROBE
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20. Participant Guide: Microsoft Inside Selling
Probe – Impact
PROBE
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21. Module 1: Inside Selling - Module Overview
Probe – Vision
PROBE
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22. Participant Guide: Microsoft Inside Selling
Probe - Process
PROBE
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23. Module 1: Inside Selling - Module Overview
Probe - People
PROBE
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24. Participant Guide: Microsoft Inside Selling
Probe - Price
PROBE
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25. Module 1: Inside Selling - Module Overview
Active listening
PROBE
Notes
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26. Participant Guide: Microsoft Inside Selling
Linking the questions naturally
PROBE
What were the best linking questions…
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27. Module 1: Inside Selling - Module Overview
Call observation sheet
PROBE
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28. Participant Guide: Microsoft Inside Selling
Practical role play
PROBE
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29. Module 1: Inside Selling - Module Overview
Role play feedback
PROBE
Your feedback…
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30. Participant Guide: Microsoft Inside Selling
Calling session
PROBE
Target number Target number The new skill
Name:
of calls: of opportunities you will try:
Results:
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31. Module 1: Inside Selling - Module Overview
Feedback from calling session
PROBE
What did you try that worked for you?
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32. Participant Guide: Microsoft Inside Selling
Feedback from day one
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33. Module 1: Inside Selling - Day Two
Day Two
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34. Participant Guide: Microsoft Inside Selling
Welcome back
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35. Module 1: Inside Selling - Day Two
Understanding features & benefits
PROVE VALUE
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36. Participant Guide: Microsoft Inside Selling
Customer/partner motivation to buy
PROVE VALUE
How one benefit can become two!
The run towards benefit, away from fear…
Benefit statement Reward Fear
Protect them from
Increase market share Become market leader
competition
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37. Module 1: Inside Selling - Day Two
Value Proposition – Prove Value
PROVE VALUE
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38. Participant Guide: Microsoft Inside Selling
Objection handling
PROVE VALUE
List common objections and ways in which you can overcome them:
Objection: Solution:
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39. Module 1: Inside Selling - Day Two
Before you go… Qualification to 20%
QUALIFY
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40. Participant Guide: Microsoft Inside Selling
Calling session two
QUALIFY
Target number Target number The new skill
Name:
of calls: of opportunities you will try:
Results:
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41. Module 1: Inside Selling - Day Two
Feedback from calling session
QUALIFY
What did you try that worked for you?
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42. Participant Guide: Microsoft Inside Selling
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43. Module 1: Inside Selling - Day Three
Day Three
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44. Participant Guide: Microsoft Inside Selling
Welcome back – motivational exercise
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45. Module 1: Inside Selling - Day Three
Final exercise
Overall Microsoft Scenario
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46. Participant Guide: Microsoft Inside Selling
Next steps
Overall Microsoft Scenario
This module explains | introduces | …
Closed questions…
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47. Module 1: Inside Selling - Day Three
Next actions and how to close
NEXT ACTIONS
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48. Participant Guide: Microsoft Inside Selling
Review of the course
Three key tips you will take back to the office:
Q & A session
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49. Module 1: Inside Selling - Day Three
Congratulations!
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