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 Telemarketing
Training Classes
Our telemarketing classes
are effective, educational, measurable and driven by the bottom line. Financial,
manufacturing, software, insurance, biotech, entertainment, advertising,
consumer and other sales reps can all benefits from the skills taught in our
phone sales training classes.
For additional questions on our telephone sales training classes
please call or email us.
Class Objectives:
Participants in the
Telephone Selling Skills training class will experience/learn to:
- Learn to handle difficult objections.
- Understand the difference between telephone and face-to-face selling.
- Use the telephone selling process so you can sell long-term relationships rather than low bids.
- Interview customers instead of pitching products.
- Think and respond like a business consultant.
- Understand different buyer types and behaviors so you can adapt to each style and create positive chemistry.
- Determine an optimum strategy for advantage over the competition.
- Differentiate your product and company Deal with multi-level sales
structures.
- Identify and quantify the costs of sales.
- Determine opportunity areas for adding value to a customer’s business.
Telephone Sales Training:
Creating And Using Effective
Telemarketing Scripts
At one time or another, it's
happened to all of us. We're
sitting comfortably, the phone
rings and it's another one of
those annoying telemarketing
calls.
Many of us immediately hang up,
while others quickly interrupt
the caller, and say that they
are not interested. While some
people are more polite and
listen before not acting, very
occasionally a telemarketer gets
our attention, and we listen to
what he has to say. What exactly
does this one individual do that
the other do not that grabs our
attention, and keeps us on the
phone?
The most successful
telemarketers actually use
scripts, yet make the script
sound so conversational that we
don't feel like it's being read
to us. A successful script has
to begin on the upbeat, and
immediately grab our attention,
and whet our appetite, while
appearing to be addressing an
important need. Some of the
rules for telemarketing scripts
include:
1. Immediately addressing the
person that answers the phone by
name, and not just making it
appear impersonal by calling the
person Mister this or that.
While a telemarketer must sound
proper, respectful and
professional, he must also come
off as being conscientious,
attentive, and professional.
Some telemarketers feel that
they need to "small talk" to
warm up the receiver of the
call, yet studies and my
experience in training and
performing telemarketing for
over thirty years, indicates
that people don't want their
time wasted with idle chatter.
Instead, beginning with
something such as, "Is this
John? John Smith?" and then
waiting for a response, before
proceeding. Once John is on the
phone, continue, "Hi Mr. Smith?
May I call you John?" Then, of
course wait for confirmation
before proceeding. "My name is
_______ (give your name) with
_______(give the name of your
company or organization). If
you're like me, you hate to get
calls from people like me, so
I'm not going to waste your
time, and if you give me just
two minutes of your time, I'll
prove to you, I'm not one of
them. OK?" Wait for the cursory
response before proceeding. "The
reason for my call is..." and
then explain concisely why
you're calling and what's in it
for them. Don't overstate or
make empty promises, but explain
how you have helped hundreds of
others, and believe you can help
them too. Continue to be upbeat
and concise, while focusing on
their needs. Listen intently to
any comments, etc.
2. Locate the person's "hot
button." That means ask
questions instead of making just
statements, and direct your
conversation toward whatever
motivates them. Use expressions
like, "If I could show you a
way," or "Wouldn't that make
sense," while always giving the
person the opportunity to reply
to your directed question.
3. What is the purpose of this
telemarketing call? Is it to
sell something, invite someone
to something, make an
appointment, or for some other
purpose? Stick to the one or two
purposes only, and then get off
the phone once confirmed.
4. Have an effective close to
your script. After asking the
questions, and getting the
individual in the habit of
saying yes, close by asking, for
example if your trying to set an
appointment, "Is Tuesday at 4 PM
good, or would Thursday at 5:30
be better? Then, as always wait
for a response. if the
individual chooses one, simply
say, "Great, I look forward to
seeing you on Tuesday at 4PM.
Good bye," and then get off the
telephone immediately.
5. Understand in advance the
objections someone might offer,
and have an effective answer for
each, and always remember to
close at the end of the answer
once again. In a previous
EzineArticle, I discuss the five
steps to answering an objection,
and using this technique
provides the best opportunity
for success.
Remember that telemarketing is a
numbers game. Proficient
telemarketers learn what their
Closing Ratio is, that is, how
many calls it takes to have
success. Based on that, someone
should be able to predict how
many calls they need to make to
achieve their success goal.
Telemarketers must understand
that someone that says no is not
a personal rejection, and that
every no brings you closer to a
yes. Use a script and make it
part of you, understand the
nuances, and devote the time and
effort necessary for success.
Take occasional breaks so as not
to "burn out.”
Source: Richard
Brody
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