This document provides tips and techniques for improving performance in telesales. It begins with an overview stating that following the steps of the system will lead to success. It then provides numerous tips organized under various headings, such as preparing for calls, handling objections, improving vocabulary, voice, and presentation skills, managing call volume and outcomes, and reviewing call metrics. The overall message is that with practice of the techniques discussed, telesales representatives can increase their income and sales.

1. Telesales Techniques
If you follow the steps.. system
will work for You…!!

2. INDRANIL BHADURI
buyindranil@gmail.com

3. Before we begin……..
Lets all take out a small piece of paper and
pen
I want each of you to write down 4 facts
about yourself one of which is a LIE
After 3 mins one person is going to read
their list aloud and rest of the team is
going to write down 1 thing which you
think is LIE..Are you ready?....

4. QUIZ
The cold call is fun. If you think it is NOT fun
when you
are exceptionally well prepared
Don‘t apologize for anything
Don‘t make excuses
Don‘t have fun

5. A customer asks you, "Do you have XYZ product
?' If you don’t have XYZ ..What should you say?
I would love to have XYZ but the ABC meets
your needs.
You lie to the customer that you own one
ABC is champ! I am telling you.

6. The best use of your talking time is to…
Explain every features that we have
tell the customer about features we don't
advertise
Finish one feature+benefit first,then go to
the next

7. Which sales word NOT to avoid?
Frankly
Quite Frankly
Honestly
Are you prepared to order today?
Smile

8. Why do some customers pay price for a
product and others not?
It depends on where they live
Criteria weren't met
Because they do not use our service at all
There is no difference, everyone pays the
same price

9. Which one is most important criteria for
Telesales Specialist?
Serve as front-line people
Always strive to be part of the best sales
team possible
Be a full-time customer of XYZ
Know exactly what The XYZ‖s latest
products, services and features are
All of the above

10. If the customer calls in and ask for a job
opportunity, what will you do?
Disconnect the call and move to the next
prospect
Advice customers to Visit xyz.com and select
current opportunities below the webpage
Beg for a job
Call your sales manager

11. When a customer calls in for multiple order
of Z products for their workplace, who do
you refer this customer to?
Sales Manager
Tech support
Business Development team
None of the above

12. Sales quote
• Nothing happens until a sale is made
• Don't cry over a sale
• ABC
• All of the above

13. Which one is true when you are on a call?
Smile when you start the call
Give your name and company
Get to the point fast
Make it short and sweet
All of the above

14. CONGRATULATIONS!
You are done !

15. Lack of Sales
A famous professor at Harvard Business School once asked his
students to name the number one reason that businesses do
not succeed.
He got all kinds of answers, ranging from bad management
and bad programs to bad products, poor concepts and lack of
capital. After reading all their answers he stood before his
class and told them that the number one reason businesses
fail is . . . ―lack of sales‖
That‘s it. It‘s lack of real sales—the work you and I do on the
front lines. And if I can‘t get in the door to see people, I‘m not
going to sell.

16. ZIG ZIGLAR
Every sale has FIVE basic obstacles
no need
no money
no hurry
no desire
no trust

17. What will you learn?
• Understanding that Telephone is a Sales
Tool
• The right attitude for success
• Using your voice properly
• Mistakes to avoid during Sales Call
• Above all how to increase your income as
a Tele Sales Executive

18. What to expect?
If you follow the steps—the system will work!
Make a commitment to drill the techniques
repeatedly until they become second nature
Do what works . . . And stick with it. And you
will certainly see dramatic improvements in
your sales prospecting and your overall
income level

19. Radio Vs Telephone Commercial
Sound
Multiple voice
Professional voice
Professional scripts

20. Difference between Telephone and
Face to Face Selling
CONTROL
In a face-to-face situation you have more control than you have on the
phone
MUTUAL VISION
When on the phone, one does not see the prospect's business
environment
DEMONSTRATION
Any attempt to display a solution or answer becomes more
complicated.

21. What is Cold Calling?
In order to maintain and even expand
market share you need to contact new
prospects. This is called ‗cold calling‘

22. TELEMARKETING
Instead of selling the product or service
over the phone (you omit the desire
stage), an appointment is made for either
yourself or a colleague to visit and talk in
more detail.

23. Incoming Calls
One of the main advantage of incoming call
is … they are in a buying frame of mind

24. AIDA
Attention
Opening questions
Interest
Open questions to establish the need
Desire
Selling points and benefits
Action
Closes Assumptive /Alternative
Objections

25. Cold Call Mechanics
1. Get the person‘s attention
2. Identify yourself and your company
3. Give the reason for your call
4. Make a qualifying/questioning statement
5. Set the appointment

26. Five Ways to Double Your Income
1. Double the Number of Calls
2. Get Through More Often
3. Get More Appointments
4. Close More Sales
5. Generate More Dollars Per Sale

27. Boiler Room
http://www.youtube.com/watch?v=sW-PHukzdgM

28. A=P=S
Appointments give you prospects
Prospects give you Sales
If you have no new appointments today,
what‘s your chance of getting a new
prospect?
If you have no new prospects, what‘s your
chance of making a sale?

29. Where to look for leads?
Civic Organizations
Conferences
Newspapers
Directory
Social Networking sites

30. How Insurance Agents Can Get More New
Customers
http://www.youtube.com/watch?v=tPhlWy1yhW0

31. By the numbers?
How many appointments do you need to
get your prospects?
How many dials on the phone does it take
to get those appointments?
If you don‘t know those numbers, how can
you know whether your sales approach is
working?

32. Numbers from the real world
293 > 149 > 49 > 83 > 10

34. Six Specific telephone tips for Cold
Calling
1. Use a Mirror
2. Use a Timer
Know how much time it takes you to make
a good call.
3. Practice!
It will take you three hours or so, but if you
practice properly, those 3 hours will be the
most productive hours of your entire sales
career

35. Six Specific telephone tips for Cold
Calling
4. Keep a Record of Your Calls
5. Tape-Record Your Calls
6. Stand Up
Stand up when you make your calls!

36. Funny SBI Credit Card Telemarketer
http://www.youtube.com/watch?v=KjkibNEPzu0

37. AT A GLANCE

38. Back to Basics
• Impression
• Communication
• Psychology
• Fear
• Attitude(Yours)

39. Influencing powers
7% of our influence comes through the words
we use
38% of our influence comes through our
voice qualities
55% of our influence comes through the use
of body language

40. Why Telecalling is challenging?
BECAUSE we lose the most influential
factor (body language) over the phone
the ratio shifts as follows: 25per cent
through vocabulary and 75 per cent
through voice qualities (how we sound).

41. Vocabulary
Client want delivery by Wednesday
afternoon and you can't guarantee it
Positive Phareseology would sound like
―I‘ll try to get this to you by Wednesday by
putting in a special request with the
driver. If he can accommodate he will. If
not it will definitely be with you on
Thursday‖

42. Use phrases to
recap or maintain attention
such as
‗What we can do.......‘,
‗What you need…..
‗Others have found...‘
‗I appreciate how you feel…..‘
‗You have a point, of course……‘
‗If I understand you correctly. . ...‘
‗So what you are saying is. ….. .‘
‗Based on what you have said you need. …… .‘

43. Good to Great
Shall we visit in the morning?
Better: When is the best time to visit?
If you don't mind, could I speak to the VP?
Better: May I speak to the VP, please.
I'm not really sure how that works.
Better: I don't know the answer to that, but I will find
out and give you a call back.
If you decide to get the product, you can give me a call
Better: Once you decide, call me and I will get you set
up.

44. Good to Great
Do you have an account?
Better : What is your account number?
Would you be interested in buying a burglar alarm?
Better: Burglary has increased by 10 per cent over the last
12 months. When was the last time you heard of a local
robbery?
Are you happy with your current provision?
Better: How often do you review your …?
Do you want red?
Better : Which color would you prefer?

45. A thought to ponder
• We speak at around 120 words/minute.
• We read at around 200 words/minute.
• We listen at around 400 words/minute.

46. Presentation Voice
1.Volume
2. Enunciation
3. Pronunciation
4. Vocabulary
5. Speed of delivery
A good presentation voice includes first and
foremost the three jewels: energy,
enthusiasm, and passion.

47. Hints for Improving Voice over
phone
1.Make sure every call is energized by your
enthusiasm and passion for what you do.
2.Check your energy before each call.
3.Don't rush your presentation for anyone. If a
prospect doesn't have time, reschedule the call
for another time.
4.Take full breaths, even deep ones, when
presenting. It will give you better vocal tone.
5.Learn by audio taping your presentation and
listening for opportunities to improve.

48. Inside an Indian Call Center
http://www.youtube.com/watch?v=9yVbcWX2lV8&feature=related

49. AT A GLANCE

50. A rewarding career in Telesales
http://www.youtube.com/watch?v=B7XPUFs_drA

51. EXERCISE
1. Think about your product or service and come up with
good reasons why you can be excited about
what you sell. Your product doesn't have to be the best
in the world, it just has to have value. Learn
what the values of your product are and use them as
your tools to be excited about what you sell.
2.Do the above for your company.
3.During each call, think about how you sound. Use your
recorder to examine your calls for that positive,
enthusiastic-sounding presentation.
4.Keep in mind at all times that this is a commercial, and
you want your prospect to enjoy it.

54. EXERCISE
1.Analyze and develop your ability to convey enthusiasm and
energy in your presentation. Practice on tape to make sure
your smile shows through when you speak in your
presentation voice. Have a friend or coworker listen to your
presentation to assure you of your enthusiastic tone.
2.Make a list of your company's key assets, those most valuable
to the customer.
3.Make a list of the best reasons a customer might buy your
products or services.
4.Solidify in your mind, by writing down, your reasons for being
enthusiastic and passionate about your company's products
or services.

57. Prank Call - The funniest ever!!
http://www.youtube.com/watch?v=-7YEbpjCeqg

58. EXERCISE
1.Use your recorder to record a number of normal conversations, then record a number of sales calls.
Listen to your tape and compare your causal voice to your presentation voice.
2.Now make notes regarding the things you need to improve in your presentation
voice as you go.
3.Write out the answers to a couple of the primary objections you encounter in your sales
presentation,
then present those answers to your recorder using your notes as a guide to improve your presentation
voice.
4.Repeat this process a couple of times. After each repetition, take some time to listen to a
professional
presenter (motivational speaker, news anchor,). As you listen to these people, think about
what they are doing with their voice for effect, and see how they use vocal tactics to influence the
audience.
5.One of the key things you must do in your presentations is to avoid losing your energy or enthusiasm,
even when the going gets tough on the phone. This was the reason I suggested you write out some of
the key objectives. Try at this point to come up with some other negative situations, then write out
your answers and use them to practice your presentation voice.

61. EXERCISE
1.Lay out the typical scenarios for the decision-
making process in your business. This would
include the titles and relationships of the decision
makers you usually talk to. Set a plan for
presenting to the different decision makers.
2.Develop a series of questions that will qualify the
decision maker and the decision-making process
for you.
3.Look for questions and statements you can use to
avoid making a presentation

63. Debrief

66. Sample Opening Script
• Good morning , this is…… from …..
The reason I‘m calling you today
specifically is …….so I can stop by and tell
you about our new program that
increases….
I‘m sure that you like …. are interested in
(Positive response)

67. Referral Script
Good morning , this is…… from …. (Insert
your brief commercial of your company.)
The reason I‘m calling you today
specifically is that we‘ve just completed
working on a major project for ……, which
was extremely successful in increasing …..
What I‘d like to do is stop by next to tell
you about the success I had at . How‘s….. ?

68. Follow-Up Script
• Good morning , this is…………… from
……..A number of weeks ago I contacted
you, and you asked me to call you back
today to set up an appointment. Would
that be good for you?

69. The two key areas in mirroring over
the phone are
1)voice mirroring through pitch, volume,
tone, pacing, vocabulary, phraseology,
tempo, etc; and
2) Emotional mirroring through attitude,
belief, tolerance, understanding,
compatibility through respect,
involvement, sharing qualities, etc.

71. Mirroring Tips
‗YES, I‘M VERY PLEASED WITH YOU‘
Depending on the intonation and emphasis on the
word ‗VERY‘ the meaning changes
So…..
speak in the same TONE
PACE the conversation in the same way
use the SAME VOCABULARY and PHRASEOLOGY,
even PAUSE in the same rhythm –
PACING demonstrates RAPPORT

72. To make mirroring or rapport work
over the phone you
• We cannot, however, agree with
everything or we lose credibility, but we
do want to show we understand.
• The best tool to establish this is by
mirroring or duplicating actions or
statements

73. BULLET PROOF YOURSELF AROUND
COMMON RESPONSES
I am not interested
Response
Just send me the information
Response
The price is too high
Response

74. Pursuit of Happiness telemarketing
/ cold calling
http://www.youtube.com/watch?v=BAV_fXwRPR4

75. BULLET PROOF YOURSELF
AROUND COMMON RESPONSES
The price is too high (Again)
Response
I already have a broker/supplier
Response
I want to think about it
Response

76. BULLET PROOF YOURSELF
AROUND COMMON RESPONSES
I want to talk to my accountant
Response
I can’t afford it
Response
I don’t have the money now
Response

77. BULLET PROOF YOURSELF
AROUND COMMON RESPONSES
I can get a better deal elsewhere
Response
I don’t know you and I don’t feel
comfortable doing business over the phone
Response
It’s still too risky
Response

78. BULLET PROOF YOURSELF
AROUND COMMON RESPONSES
I don’t like high pressure salesman and and
I feel you are pushing me into this
Response

79. Energy
Persistence

80. How to piss a telesales Caller Off!!!
http://www.youtube.com/watch?v=pg2Bryk
fi5E

81. ADVANCED
ADVANCED
ADVANCED
ADVANCED

82. IMPORTANT rules of Selling Today's
informed customers
Never pressure a client to do something they
should not do
Never pressure a client to buy something
they should not buy

83. The Art Of Looping
• Looping is the Key to Sales
• First use Deflection
• After you deflect clients initial refusal ..go
backward and resell your product

84. Language Patterns for Looping
Start with ……1.Does that make sense ?
2.Sell yourself
3.Sell your company

85. Sales Lead Tracking Sheet
Dials II Discussions II Presentation II Sales

86. WHEN TO STOP CALLING?
WHEN TO STOP CALLING?

87. Implementation
And finally, we come to implementation.
You just have to do it.
You have to implement the plan. You have
to do the work.

88. Ratio (Inbound Calls)
Date
Calls IssuesYouCanService Presentation Recommendation Closed Sale

89. Ratios (Outbound Calls)
Date
Dials Completed Calls Presentations Recommendations Closed sales

90. Daily Call Report
Date
Firm Name Contact name Result Follow up Prospect Category
Location Title/Tel No

91. Good Luck
If you apply these skills into your selling
career , I have no doubt that you will
succeed in telesales—or in any capacity—
as a salesperson.
Good luck!

93. INDRANIL BHADURI
buyindranil@gmail.com