Effective Telesales and Customer Care

Programme Aim
This programme is designed to up-skill both Sales and Non-Sales People in
effective telesales skills and related telephone usage.

Programme Overview

• Understand psychology of buying and selling
• Recognise how staff attitudes affect sales and customer care and the image of an
  organisation
• Use effective selling and customer care skills to increase profits over the
  telephone
• Placing the customer first and maintaining that relationship for life
• Increasing sales inquiries
• Target appropriate customers
• Progressing conversions to sales
• Improving “Closing the Sale” techniques
• Presentation Skills
• Competitive advantage through people and cultivating the “Supplier of Choice”
  philosophy

Programme Outline

• The 5 G’s of the Professional Incoming Phone Call
• Cold Calling
• Getting your telephone calls returned!
• Open and closed questions for immediate results
• Planning for success with outbound calling
• Why do people buy?
• Impulsing customers for results
• Features and Benefits- selling the experience
• Building immediate rapport through tone and pace
• The 8 Key Steps to Sales Success
• Selling skills and knowing WHEN and HOW to close
• Effective use of goal and target setting for maximum company profit
  

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