telephone skills and introduction to telesales. flee, wee, cuppa tea! emergency procedures &...

Telephone Skills and Introduction to Telesales

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Icebreakers - Dealing with our Customers over the Telephone

Q- What is Customer Service ?

Q- How should we treat our Customers ?

Q- What is Telesales ?

Telesales Essentials

Key Points to Remember

• The Customer is King• Customer Support is a Business Essential• Enjoy your Job – Be Enthusiastic• Communication is a Two-Way Process• Use Tie-Down Questions• Sound Interesting• Plan and Prepare• Be Flexible and Adapt to the Circumstances• Manage our Expectations

Ready for Telesales ?


• Have a Plan for Success• Have a Plan of Achievement• Be Positive and Enthusiastic• Anticipate Questions• First Impressions are Crucial• Orientate Ourselves with the Customer• Consider how we communicate with our

Customers over the Telephone

Communication Skills - Listening

• “There is a myth in selling those salespeople must have the gift of the gab” - This is not true

• Don't be a 'motor-mouth'! - There are some salespeople who believe that you should 'hit the phone with your mouth running‘ - Not so !

• It has been said 'When God created man he was fully equipped for selling and given two ears and one mouth‘ – True !! And we should use them in at least that proportion

Why should we Listen?

• You need to find out about your customer• You can't sell until you know• You can't know until you listen• You will pick up clues about what they want

that will help you to sell to them

How should we Listen?

• Avoid interrupting • Listen out loud!

Yes, I see - Oh, really? - Uh - uh

• Ask little 'prod' questions• Repeat back their words as a question

You don't like them?‘

• Listen to good radio presenters interviewing; how do they demonstrate to their listeners that they are listening?

Communication Skills - Vocal

• The telephone is non-visual– In normal face to face dialogue, research

has shown that communication is:

• 7% the words we say

• 38% the way we say them

• 55% non verbal signals

7%

38%55%


• They can't see you - you can't see them• You can't show them products or literature • They can't see that you are sincere• You can't see their reactions

But you still have to:

Present your ideas to them Get their feedback Know how it's going Know when to move on Know when to ask for the order


Focus on the voice• Be warm and sincere

• Use the voice to build trust

• Don't speak too quickly

• Don't mumble

• Don't SHOUT

• Lower the voice for maturity


“Imagine” is a command to the brain that it has to obey!

“Imagine that you are walking on a sandy beach beneath a clear blue sky, with palm trees gently swaying in the breeze”

• What did you see?”

• You read words, yet saw pictures!


• Avoid Negative Language

– Possibly - maybe – perhaps – We might be able to do this – I hope that will be OK – If you decide to buy it ...


• Use Positive Language

– I am sure that will do the job – I know we can get that for you – I'm certain you'll be pleased with this – Once you've taken delivery

• Ask questions to keep control and get feedback...

The Telesales Cycle


• Probe with Questions

• Confirm Requirements

• Match Requirements, and;

• Close

Asking Questions

• Closed Ended Questions:– Encourages Yes or No

answers• Can you think of a few?

• Open Ended Questions:– Usually uses the “5

Ws” and sometimes How:

Who? Where?

What? Why?

When? HOW?

Questioning Exercise

1.Think of a product or service you would like to sell and…Take 2 minutes to write an open ended question you could use when greeting a customer for the first time to learn more about their needs…

2.Next, turn to a person next to you and ask each other your question (observe the response)…provide feedback regarding the question used(Is it effective? Why/why not?)

Probing Questions

This Section Shows

• The Importance of Understanding• How to ask Probing Questions• How to use Open Questions• The Importance of Preparation• Why we need a Range of Questioning Strategies• How to Put the Customer at the Centre of the

Sale

Probing Questions

Q - What is a Probing Question?

A - Probing Questions ask for more Information or Clarification

Probing Questions


• Ask Questions, then understand what the Customer says• Concentrate on What is Being Said• Take Notes• Use Open Questions• Have Questions Prepared• Relate Questions to the Individual• Have a Range of Strategies• Get a Full Understanding before moving on

Confirming Requirements

Here we will examine:

• How to check understanding

• How to use closed questions

• How to establish a know and agreed closing point

Confirming Requirements

Key Points to Remember:

• Check that we have understood the detail• Use a closed question• Use a summary of the requirements• Establish a known and agreed closing

point• Only move on after a positive confirmation

Matching Needs

This Section Shows:

• When to start a sales presentation

• What to include in a sales presentation

• What to leave out of a sales presentation

• How to reduce potential objections

• When to introduce non-matching benefits

Matching Needs


• Match our offer to the caller’s needs

• Don’t try to sell every feature

• Only sell the matching benefits

• Only introduce non-matching benefits once the sale is complete

Closing for Business

This Section Shows:

• When to move into a close• How to use a test close• Closing techniques• How to close when there are outstanding

objections• When to introduce concessions• How to gain closure throughout the sale

Closing for Business


• Try a test close• Direct close• Alternative close• Minor point close• Objection aside close• Only use a concession if all else fails• Answer a question with a question

Closing Hangers

1. When do you want …2. How much would you like …3. At which location …4. Shall we post …5. Would you like …6. How soon would you want …7. Will we be sending the

subscription …8. How many …9. Shall we invoice you …10.To what address …

A. … the red model or blue?B. … two day or overnightC. … to come in for your fitting?D. … should this be delivered?E. … to have the donation listed?F. … will you be needing on this order?G. … will you be picking up your order?

H. … to schedule the installation?I. … to your home or to your office?J. … to your credit card or by invoice?

Presenting Benefits


• Benefits are key• Focus on what the customer wants• Three main benefits: Money, Time ad Peace of Mind• Use benefit statements• Keep information structured, relevant and simple• Keep presentations to the point• Highlight the benefits that the caller has an interest in• Build desire• Have answers prepared, rehearse using them

Making Calls


• Check it’s the right person you’re speaking to• Check that it’s convenient to speak• Introduce ourselves• Use a link statement• Use a benefit statement• Above everything – PREPARE FOR THE CALL

Receiving Calls


• Answer the phone promptly• Use the incoming call sequence• Find out who is calling• Take notes• Don’t keep people waiting• Pass on information• Remember – First Impressions Last … !

Receiving Calls

• You will make an impression of some kind!

• What will it be?

– Harassed, busy and 'Let's get it over‘

– Warm and friendly

– Distant, cold, uninterested

– Professional and helpful

Receiving Calls

For Reception/switchboard - cheerful greeting

1. Greeting - 'Good morning'/'Good afternoon‘

2. Company name

3. Greeting ('Good morning') - they have a chance to 'tune in' to your voice

4. Company/dept name ('Sales office') - they know they've got the right place!

5. Your name ('you're speaking to A/an') - people deal with people, not companies

6. Ask a question (‘what can we do for you?) - it gets them talking- you then know how to help them

Receiving Calls

Find out who's calling - ASK - SPELL – REPEAT

1 Ask their name'May I ask your name, please? 'And your name is?‘

2 Check the spelling- Their name will be appearing on letters, quotes, proposals, orders, delivery notes and invoices; get the name wrong, and you may not get as far as the last three items!

3 Write it down for accuracy

4 Check the pronunciation- If you are going to use their name, then you need to get it right to avoid annoying them (they will correct you early on without embarrassment)

5 Use their name in the conversation

Ending Calls

This Section Shows:

• How to close calls

• How to leave callers feeling positive

• Why the word “goodbye” is important

• When to disconnect

Ending Calls


• Thank the customer• Say we look forward to being of help or

appreciate the business• Confirm the details• Leave with a friendly comment• Use the word “goodbye”• Wait for the customer to hang up before

disconnecting

Ending Calls

• Seven steps to end a call professionally:

1. Confirm back the agreed details - in detail2. Thank them - for their call/order/enquiry, etc.3. Ask for help (if appropriate) - best time to call them next, how to

find them, etc4. Look forward to the next contact5. Leave on a pleasant note - 'Have a good weekend' (note: avoid

'Have a nice day'!) 6. Say goodbye7. Put the phone down - LAST

Wait for the 'click' at their end. This important step is missed by most people using the telephone: - it avoids a 'cut-off' feeling- They may remember something else they wish to say

Taking Notes


• It’s professional• Shows the caller that we are listening• Puts the caller at the centre of the sale• Keeps track of the conversation• Shows that our business is committed to the

sale• Helps us review our performance

Selling Across

This Section Shows:

• Why customers need help• What complementary products or services

do• How to make selling across part of your

sales process• How customer care is an opportunity to

sell across

Selling Across


• Customers don’t usually know about our business

• Suggest complementary products or services• Present products that our customers will be most

interested in• Contact customers before delivery• Contact customers to explain how products work• Focus on customer service

Selling Up

This Section Shows:

• When selling up is appropriate

• How correct selling up is part of customer service

• How to present when selling up

• How to introduce special offers

Selling Up


• Introduce after the sale is closed• Introduce favourable price-breaks• Present extra benefits relative to additional

investment• Introduce special offers• Focus on customer service• Always make a suggestion

Getting Through


• We need to speak to the decision maker• Use the authoritarian approach• Ask “is he / she there?”• Take control of the conversation• Refer our call to the decision maker’s job• Offer to call back• Make sure that we always have the initiative• Have a plan of what to ay if put through to the wrong

person

Managing the Gatekeeper(Getting to know VITO)

• What is a VITO?

– Very Important Top Officer

– Titles?• CEO• President• Founder• Chairman of the Board• Managing Director

• Why Vito:

“…salespeople spend a lot of time worrying about how to get our foot in the door.

Usually we’re pretty good at it, but sometimes we need to stop and ask ourselves whether or not the doorway we’re sticking our foot into is the right one!”


• Three Groups of VITOs:

– Brand New Accounts (key focus and workload) – VITO shortens cycle

– In-process Opportunities (grid-lock sets in to a long process – VITO unlocks the secret information bottle)

– Existing Customers – solidifying your relationship by knowing the “highest up”


• VITO pays attention to things that add value to VITO’s day

• FIND some way that you can convey the important message that YOU CAN ADD VALUE

• Change Your Focus

Managing the Gatekeeper(Add value to VITOs Day)

• The GOLD – CEO SPEAK:

1. Increase market share %

2. Earnings per share increase by 1-2%+

3. Employee morale issues resolved

4. Profit increase in £1millions

5. Beat the competition

6. Cost containment/reduction in %age improvement or raw pounds (profit gains).

Managing the Gatekeeper(Add value to VITOs Day)

Two types of GATEKEEPERS:

– RECEPTIONIST or FRONTLINE person:• All calls to VITO’s organisation

– VITO’s own personal secretary• DO NOT CONUFSE with standard secretary• OFTEN THEE 2nd MOST IMPORTANT person in

the company

Managing the Gatekeeper(How to get to VITO - GATEKEEPERS)

• Deal with VITO’s secretary as if they were VITO themselves

• Ask them what “They think of it…” not what VITO thought.

• RECOVERY:– Fax – send a “WHILE YOU WERE OUT” memo

(the little pink slip)– Letter – copy of VITO letter attached to Fax

Managing the GatekeeperConnecting with the Executive Suite

Objection Handling


• Avoid putting off objections• Pre-handle known objections• Objections are part of the normal sales process• Understand the objection• Ask the objection back• Soften by agreement• Outweigh or overcome• Illustrate value – What is the daily cost?• Suppose problems – Imagine success• Summarise the outweighing benefits

Objection Handling

Legitimate or Illegitimate ?

“Many objections are created by the Salesperson not qualifying well enough in the first place …”

Complaints Handling


• Avoid putting off objections• Pre-handle known objections• Objections are part of the normal sales process• Understand the objection• Ask the objection back• Soften by agreement• Outweigh or overcome• Illustrate value – What is the daily cost?• Suppose problems – Imagine success• Summarise the outweighing benefits

Complaints Handling

• Turn complaints into opportunities– Every company gets complaints - if they get

none at all, then they are either perfect (unlikely) or they just don't do enough business!

• Experience shows that, if a complaint is handled well, customers will be more satisfied afterwards.

How to Handle Complaints

1) Listen! - allow them to let off steam; don't interrupt; note all relevant details.

2) Question for more information and clarification

3) Summarise back and gain agreement

4) Thank them for drawing it to your attention; it diffuses the situation

5) Promise actions and a call back to advice

How to Handle Complaints

6) Look into the situation and get all the facts

7) Call the customer back - keep the promise even if you have nothing to report

8) Tell the customer what will be done to put things right

9) Keep in touch until the matter is resolved - let them know of progress/delays

10) Call them after resolution to reinforce

DO IT NOW!

After each call:

1. Update records while it is fresh in the memory.a. Ready for the next contact.

b. “the faintest of ink lasts longer than the sharpest of memory”

2. Process paperwork - orders/quotesa. Nothing gets lost

b. It avoids build-up and end of day rush

DO IT NOW!

After each call:

3. Diaries the next contact to ensure prompt follow-up

4. Make the next call

"F" Words ….."F" Words …..

A. FinaliseB. FileC. ForwardD. Fill outE. FlagF. ForecastG. FindH. FeedI. FlipJ. Forget

1. Action items2. Call-backs for tomorrow3. Completed work4. “To Do” list5. The trash can6. Pending messages7. Notes from today’s activities8. The frustration of facing a mess in the morning9. At least one task to be excited about10. Light and equipment switches to “Off”

Top 10 Mistakes by Telesales

10.Sending Unnecessary Literature

11.Poor Telephone Image

12.No “Post-Call” Review

13.Lousy Listening

14.Screener Misuse and Abuse

15.Non Existent or Inadequate Questioning

16.Poor Preparation

Top 10 Mistakes by Telesales

3. Misunderstanding Objections

4. Reluctant to Get Commitment

And Number 1 …………

1. Opening Statements that Build Resistance, Not Interest

Finally …..

Feel – Sound – Cash

The End …..

telephone skills and introduction to telesales. flee, wee, cuppa tea! emergency procedures &...

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