This document provides an overview and introduction to a training manual on excelling at telesales. It outlines the structure and contents of the manual, which is divided into two parts - the first covering the theory behind telesales and the second providing practical tools and resources for telesales agents. The introduction previews the major sections in each part, including defining telesales, factors affecting calls, a four-step campaign process, and scripts, products, and administration resources. The goal is to give agents a structured yet practical approach to developing key communication skills for successful telesales.

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Author | Dawn Everitt
EXCEL IN TELESALES

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Content
Overview
Introduction
Part 1: Theory behind the call
1. Defining telesales
2. Factors affecting telephone selling
2.1 Recognizing potential customers
2.2 Understanding what makes a successful sales agent
3. The four step telesales campaign
3.1 Preparation
3.2 Introduction
3.3 Questions and objections
3.4 Close
4. Glossary of sales and selling terms
Part 2: Practical telesales
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Introduction
Introduction
This course on Excel in Telesales is designed to give telesales agents from AbleOwl a very structured, practical and
realistic approach to telesales. From offering essential information on the theory of telesales, to providing a
toolbox ofscripts, questions and objections, prices and administrative instruction you will actually use.
The structure of this manual
There a quote in the sales industry: “The road to Easy Street goes through the sewer.” - John Madden. Salespeople
have to deal with more negativity than almost any other professional. For every deal signed, there's bound to be
countless unanswered calls, emails that fall into an abyss, and prospects that sharply demand to know, "What's
this about anyway?" It can be hard to power through all the "no’s" that necessarily dot the path to a "yes."
This course has been compiled with the objective of minimising the challenges that telesales agents face. A
successful sale comes down to competency in communication, services and product, pricing, and administration:
get this correct and it will be easier to get people to listen, convince them to buy, and the inevitable success will
pay off.
The material in this course is organised into two parts. The first part looks behind the scenes at the theory of
telephone calling. It is important to study the theory of telesales because it provides a structured guide to
developing the key competency of efficient communication in telesales. Each section is related to the other and
should not be seen in isolation. The second part focuses on practical telesales. Ithas been designed as a telesales
toolbox with information about AbleOwl’s services and products, prices, and the ordering system. It contains
actual telesales campaign with scripts; emails with interactive links to training course agendas, brochures, product
information; free offers; and step by step instruction on the AbleOwl administration area. Icons have been used
for ease of referencing and finding what you are looking for in a hurry. You will find these on the top right of the
page.
Let’s begin with the 4sections that comprise Part 1.
1. Defining telesales
2. Factors affecting telephone selling
3. The four step telesales campaign
4. Glossary of sales and selling terms

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2. Factors affecting telephone selling
Recognising potential customers 2.1
Assessing prospects’ personalities 2.1
Understanding why customers buy 2.1
Understanding what makes a sales agent successful 2.2
Active listening 2.2
Voice 2.2
Effective communication 2.2

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3. The four step telesales campaign
Preparation 3.1
Introduction 3.2
Questions and overcoming objections 3.3
Close 3.4

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Practical telesales
Overview
1. AbleOwl services
2. AbleOwl products
3. Free samples
4. Telesales campaigns
5. Administration
6. Statistics
7. Telesales training certificate
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1. AbleOwl services
Consultancy 1.1
In-House training 1.2
Public training 1.3
Webinars (live and recordings) 1.4
Qualification 1.5

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1.1 In-House training
Course Includes
We have an extensive range of
courses that you can select
material from.
See full list
Double click on any of the
courses to see the course agenda
In-house training
In-house Excel Training Courses
Most popular courses: Macros, Power Pivot, Formulas,
Conventions, Import, Manipulate and Report data
With 30 years' specialist experience in Microsoft Excel consultancy and Excel training, no
one is better able to help you. With over 20 Excel courses, we can best match your
training needs.
If you have 3 or more staff members requiring Excel training, we can come to your
premises. We provide a full colour manual, memory stick of all the Excel files used, and
20 minutes hotline time for each attendee.
You learn by the Socratic method, in which the trainer uses questioning to lead the
trainees to find solutions to common problems. You remain engaged during the Excel
training and remember it better later. Don't waste time learning Excel features that are
not likely to be useful. All the courses use AbleOwl ESP conventions for easy-to-follow,
robust applications, and include the AbleOwlESPMini add-in in their handout files. The
AbleOwl trainer, an Excel expert, becomes your Excel consultant for the day: ask any
Excel questions you have.

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2. AbleOwl products
Publications 2.1
The Excel journal (single user) 2.1
The Excel journal (intranet user) 2.1
Excel tips and tricks 2.1
Passport 2.2
Hotline 2.3
Knowledge base 2.4
Genie add-in and genie mini 2.5
Training videos 2.6

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2.1.3 Excel tips and tricks
file:///C:/Users/deverit/Downloads/ExcelTipsJournal_sample_website%20(1).pdf

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3. Free Samples
3.1 Publications:
3.1.1 The Excel journal - http://www.ableowl.com/Publications/Samples/NewJournal000.pd
3.1.2 Excel Tips and Tricks - file:///C:/Users/deverit/Downloads/ExcelTipsJournal_sample_website.pdf
3.2 Genie mini - http://www.ableowl.com/Genie/Download/AddIn.aspx
3.3 Training videos - http://www.ableowl.com/Products/TrainingVideos/VideoDemo.aspx
3.4 Live webinar - http://www.ableowl.com/Courses/WebinarConnectionTest.aspx
3.5 Webinar recording - https://ableowl.vids.io/videos/1c9bdbb71212edc594/sample-video-for-recordings
3.6 Knowledge Base articles - Click here for a free Knowledge base article on VLOOKUP
- Click here for a free Knowledge base article on Macros
- Click here for a free Knowledge base article on Slicers

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4. Telesales campaigns
In-house telesales campaign 4.1
AbleOwl services telesales campaign 4.2
AbleOwl products telesales campaign 4.3
Qualification telesales campaign 4.4

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4.1 In-house telesales campaign

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4.1 Scripts – In-house
4.1 Script 1: Database building In-house
Contact details Call:
Hi I’m __________ from AbleOwl how are you.
We are just updating our database. Is Mr/Mrs ___________ (Second name) still the _______ (Job title). Is his/her
email address still_____________?
Yes – Great is he/she available? Go to Script 3 – Initial call
No – Left, Promoted….Who is the new _________ (Job title e.g.FINANCE TEAM LEADER / TRAINING ORGANISER)?
Yes give name - Great is he/she available? Go to Script 3 – Initial call
No can’t tell you – Is there anyone else that can help with this?
4.1 Script 4: Final call back In-house
Hi I’m __________ from AbleOwl how are you.
I am just calling to see if you received my email about ourin house training?
Yes - Great, Do you have any questions?
YES Questions
No Objections
No – No worries I can resend this? Check email address.I’ll send that in the next few minutes

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4.1 Email: In-house
Hello Warren
Thank you for the opportunity to quote for your up and coming Power Pivot Excel Training - Click the link to view
the agenda and see attachment for the quote.
This is just a guideline and we can change the number of days, attendees, and course agenda to suit your
requirements and budget.
If you require any further information please let me know.
Kind regards
Dawn

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4.1 Email: Excel level questionnaire: In-house
4.1 Quote: In-house
4.1 Booking form: In-house
4.1 Prices: In-house

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4.2 Course Details – Public training AUS Melbourne
Morning Rani,
You enquired in March about our Power Pivot & Power BI for Finance public training courses.
The next Public training course is Power Pivot and Power BIon 28th + 29th September in Melbourne. Please click on the links for more
information on this course. Please find below information on the proposed venue and other details. This will be confirmed a few weeks
before the course.
Course:Power Pivot and Power BI
Dates:28th + 29th September
Venue: AbleOwl Melbourne Office
A: 13/200 Queen Street Melbourne 3000
P: 1300 88 30 20
Parking: Wilson Parking300 Lonsdale Street, Early Bird Special $15 (before 10am exit after 3pm)
Trainer: Niel Ether
Niel has a Bachelor of Science at the University of Auckland. He has been employed as a Consultant Trainer and Writer with AbleOwl for the
last 12 years. During this time he has successfully completed over 1,000 consulting projects for companies based in Australia and New
Zealand. This has led him to specialize in Microsoft azure cloud SQL databases. Furthermore he has resolved well over 20,000 hotline
queries, presented more than 650 live webinars, and run the Power Pivot and Power BI training course for the last 4 years. Neil writes
articles for the monthly Excel journal, and is also part of the team who is developing and writing AbleOwl’s Certified Professional in Excel for
Finance qualification.

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Catering: Morning, afternoon Tea, and Lunch provided. Please let me know if you have any special dietary requirements.
Hotels in Melbourne: http://www.hotelclub.com/
Itinerary:
 08:30 am Arrival
 09:00am Start course
 10:30 – 10:45 am Morning tea
 12:30 – 1:15 pm Lunch
 2:45 – 3:00 pm Afternoon tea
 4:30 pm Finish and return to hotel for rest
AbleOwl supply: Laptop for the Course, Full colour Training Manual, USB of EXCEL Files, Full day Catering, and 40 minutes of Hotline time.
Please let me know if you require any further information, or if you would like me to process a booking.
Kind regards

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4.4 Questions: Qualification
Q1.How many papers do I need to complete to achieve the qualification?
Passing the main paper gives you the qualification, but you can enhance the qualification by adding any or
All of the four speciality papers.
Q2.What are the prerequisites for enrolling?
Main paper:
You will already have much experience of working with Excel. You will be familiar with creating formulas,
applying formats, printing and such frequently-used features.
Though level is a relative term, you are probably already advanced compared to most Excel users. You
may even consider yourself to be an expert already, but there is still plenty of room for improvement;
there are sure to be many gaps in your knowledge. In addition to experience, you need to be bright. The
study material even in the main paper delves into some advanced areas such as complex formulas and
macros, though the main paper does not go too deeply into macros.
Specialist Paper:
The main paper is a pre-requisite for the specialist papers, though we will not prevent you from
purchasing in a specialist paper. Some sections of the speciality papers, particularly in regard conventions,
will be difficult to understand without having studied the main paper.
Q3.How much study is required?
To achieve the Certified Professional in Excel for Finance qualification you have to pass all 5 parts of the
main paper (Paper1). Each part is an average of 24 hours study. The hours vary from part to part.
Q4.How does the qualification differ from the Microsoft Office Specialist qualification?
It differs in four ways:
(A) It is at a noticeably higher level.
(B) It is specific to those who work in Finance and Accounting, building applications needed in that
function.
(C) It covers not only Excel features, but also conventions. As an analogy, you not only learn words, but
also the grammar to put those words together.
(D) Instead of slowly building inconsistent, error-prone applications from scratch every time, you learn to
build from standard components and employ tools to take advantage of that and the conventions
Applied.
Q5.What are the costs?
Each part is NZ$89+GST; AUS$84+GST; US$69, which includes all coursework, access to online quizzes, and
the assignment. If you go to the order page, you will see that there are discounts if you order 3 or more
parts. The exam costs NZ$49+GST; AUS$46+GST; USD$38.

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5. Administration
AbleOwl databases 5.1
Database procedures 5.2
Updating contact details 5.2
Comments and note taking 5.2
Timing the telesales call 5.2
Placing an order 5.3
Customer with an existing user profile 5.3
Customer with no user profile 5.3

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6. Statistics

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7. Telesales training certificate