Seminar Outline (2 Hour Overview):

Increased competitive pressures and the desire of companies to increase revenues to satisfy senior management and shareholders have placed added pressure on sales managers and the telesales reps they oversee. More often than not, managers of telesales organizations have found themselves brought into more conference calls and bid reviews to try to win business for their company. Customers have become more demanding in their desire to include managers during various stages of the telesales process including important telephone negotiation sessions that have an impact on the size of individual sales. In some cases, sales managers have functioned effectively in their management role but have not had a chance to spend as much time dealing with customers on the telephone during the telesales process. Our Telephone Sales Skills for Sales Managers training session is designed to provide a refresher to sales managers who find themselves working more closely with their telesales reps on customer calls.

This informative yet rapid-paced workshop centers on the ability of sales manager to play a vital role in the telesales process within their organization. Telephone Sales Skills for Sales Managers revolves around the consultative sales process – one that seeks to “pull” customers to the right product or service solution rather than pushing customers. Key strategies and proven methodologies that increase sales for those tasked with supporting the teleselling sales process are taught. Central to the learning process is a discussion on customer buyer types and behavior and their effect on the telesales process. Time is also spent understanding the components of the telesales process and how calls can be steered towards appropriate product and service recommendations. This lecture-based overview provides sales managers with numerous opportunities to receive feedback on existing sales habits via group exercises, activities and questions and answer sessions. These opportunities are designed to increase knowledge transfer of telesales skills for sales managers who are called upon to help close large or strategic deals. With these skills in hand, sales managers will be able to provide crucial sales support while focusing on enabling their telesales reps to make numbers and meet plan.

Seminar Objectives:

Participants in the Telephone Sales Skills for Sales Managers training seminar will experience/learn to:

• Understand their role in the telesales process
• Realize how to use their position of authority to guide sales calls and negotiations
• Understand the challenges faced in today’s competitive business environment
• Utilize telesales strategies to increase call effectiveness and closing ratios
• Establish rapport and build chemistry
• Bundle products and services to increase customer value
• Apply questioning skills to determine buyer attitudes, situations and priorities
• Adjust their personal sales approach based on buyer behavior over the phone
• Identify problem areas and potential solutions
• Create personal Feature, Advantage, Benefit statements
• Develop an advantage over other telesales competitors
• Understand the Telephone Sales Process
• Handle customer sales objections
• Play a vital role in helping to close the sale