IS material

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

2. DISCLAIMER
© 2007 Microsoft Corporation. All rights reserved.
Microsoft®, Internet Explorer, and Windows® are either registered trademarks or trademarks of
Microsoft Corporation in the United States and/or other countries.
The names of actual companies and products mentioned herein may be the trademarks of their
respective owners.
THE CONTENTS OF THIS PACKAGE ARE FOR INFORMATIONAL AND TRAINING PURPOSES ONLY AND ARE PROVIDED "AS
IS" WITHOUT WARRANTY OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE
IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.
No part of the text or software included in this training package may be reproduced or transmitted
in any form or by any means, electronic or mechanical, including photocopying, recording, or any
information storage and retrieval system, without permission from Microsoft®. Because Microsoft
must respond to changing market conditions, it should not be interpreted to be a commitment on
the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information presented
after the date of publication. The names of actual companies and products mentioned herein may
be the trademarks of their respective owners.
To obtain authorization for uses other than those specified above, please visit the Microsoft
Copyright Permissions Web page at http://www.microsoft.com/about/legal/permissions
This content is proprietary and confidential, and is intended only for users described in the
content provided in this document. This content and information is provided to you under a Non-
Disclosure Agreement and cannot be distributed. Copying, disclosing all or any portion of the
content and/or information included in this document is strictly prohibited.

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.
1 Microsoft Confidential - For Internal Use Only

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
2 © 2012 Microsoft Corporation. All rights reserved.

7. Module 1: Inside Selling - Module Overview
Welcome
3 Microsoft Confidential - For Internal Use Only

8. Participant Guide: Microsoft Inside Selling
Objectives
What are your objectives for this training?
4 © 2012 Microsoft Corporation. All rights reserved.

9. Module 1: Inside Selling - Module Overview
Inside Selling – the structure
5 Microsoft Confidential - For Internal Use Only

10. Participant Guide: Microsoft Inside Selling
Setting the context
OPEN
Gerri Elliot – World Class Selling
Brainstorm notes:
3 key messages
6 © 2012 Microsoft Corporation. All rights reserved.

11. Module 1: Inside Selling - Module Overview
Call planning
OPEN
7 Microsoft Confidential - For Internal Use Only

12. Participant Guide: Microsoft Inside Selling
Introduction to opening the call
OPEN
8 © 2012 Microsoft Corporation. All rights reserved.

13. Module 1: Inside Selling - Module Overview
Leaving a voicemail
OPEN
9 Microsoft Confidential - For Internal Use Only

14. Participant Guide: Microsoft Inside Selling
Effective opening
OPEN
10 © 2012 Microsoft Corporation. All rights reserved.

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?
11 Microsoft Confidential - For Internal Use Only

16. Participant Guide: Microsoft Inside Selling
What’s in it for the customer/partner?
OPEN
12 © 2012 Microsoft Corporation. All rights reserved.

17. Module 1: Inside Selling - Module Overview
Probe – questioning skills
PROBE
13 Microsoft Confidential - For Internal Use Only

18. Participant Guide: Microsoft Inside Selling
Probe – Present Position
PROBE
How can you link the questions?
14 © 2012 Microsoft Corporation. All rights reserved.

19. Module 1: Inside Selling - Module Overview
Probe – Pain/Potential
PROBE
15 Microsoft Confidential - For Internal Use Only

20. Participant Guide: Microsoft Inside Selling
Probe – Impact
PROBE
16 © 2012 Microsoft Corporation. All rights reserved.

21. Module 1: Inside Selling - Module Overview
Probe – Vision
PROBE
17 Microsoft Confidential - For Internal Use Only

22. Participant Guide: Microsoft Inside Selling
Probe - Process
PROBE
18 © 2012 Microsoft Corporation. All rights reserved.

23. Module 1: Inside Selling - Module Overview
Probe - People
PROBE
19 Microsoft Confidential - For Internal Use Only

24. Participant Guide: Microsoft Inside Selling
Probe - Price
PROBE
20 © 2012 Microsoft Corporation. All rights reserved.

25. Module 1: Inside Selling - Module Overview
Active listening
PROBE
Notes
21 Microsoft Confidential - For Internal Use Only

26. Participant Guide: Microsoft Inside Selling
Linking the questions naturally
PROBE
What were the best linking questions…
22 © 2012 Microsoft Corporation. All rights reserved.

27. Module 1: Inside Selling - Module Overview
Call observation sheet
PROBE
23 Microsoft Confidential - For Internal Use Only

28. Participant Guide: Microsoft Inside Selling
Practical role play
PROBE
24 © 2012 Microsoft Corporation. All rights reserved.

29. Module 1: Inside Selling - Module Overview
Role play feedback
PROBE
Your feedback…
25 Microsoft Confidential - For Internal Use Only

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:
26 © 2012 Microsoft Corporation. All rights reserved.

31. Module 1: Inside Selling - Module Overview
Feedback from calling session
PROBE
What did you try that worked for you?
27 Microsoft Confidential - For Internal Use Only

32. Participant Guide: Microsoft Inside Selling
Feedback from day one
28 © 2012 Microsoft Corporation. All rights reserved.

33. Module 1: Inside Selling - Day Two
Day Two
29 Microsoft Confidential - For Internal Use Only

34. Participant Guide: Microsoft Inside Selling
Welcome back
30 © 2012 Microsoft Corporation. All rights reserved.

35. Module 1: Inside Selling - Day Two
Understanding features & benefits
PROVE VALUE
31 Microsoft Confidential - For Internal Use Only

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
32 © 2012 Microsoft Corporation. All rights reserved.

37. Module 1: Inside Selling - Day Two
Value Proposition – Prove Value
PROVE VALUE
33 Microsoft Confidential - For Internal Use Only

38. Participant Guide: Microsoft Inside Selling
Objection handling
PROVE VALUE
List common objections and ways in which you can overcome them:
Objection: Solution:
34 © 2012 Microsoft Corporation. All rights reserved.

39. Module 1: Inside Selling - Day Two
Before you go… Qualification to 20%
QUALIFY
35 Microsoft Confidential - For Internal Use Only

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:
36 © 2012 Microsoft Corporation. All rights reserved.

41. Module 1: Inside Selling - Day Two
Feedback from calling session
QUALIFY
What did you try that worked for you?
37 Microsoft Confidential - For Internal Use Only

42. Participant Guide: Microsoft Inside Selling
38 © 2012 Microsoft Corporation. All rights reserved.

43. Module 1: Inside Selling - Day Three
Day Three
39 Microsoft Confidential - For Internal Use Only

44. Participant Guide: Microsoft Inside Selling
Welcome back – motivational exercise
40 © 2012 Microsoft Corporation. All rights reserved.

45. Module 1: Inside Selling - Day Three
Final exercise
Overall Microsoft Scenario
41 Microsoft Confidential - For Internal Use Only

46. Participant Guide: Microsoft Inside Selling
Next steps
Overall Microsoft Scenario
This module explains | introduces | …
Closed questions…
42 © 2012 Microsoft Corporation. All rights reserved.

47. Module 1: Inside Selling - Day Three
Next actions and how to close
NEXT ACTIONS
43 Microsoft Confidential - For Internal Use Only

48. Participant Guide: Microsoft Inside Selling
Review of the course
Three key tips you will take back to the office:
Q & A session
44 © 2012 Microsoft Corporation. All rights reserved.

49. Module 1: Inside Selling - Day Three
Congratulations!
45 Microsoft Confidential - For Internal Use Only