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Mastering Telephone Sales: Building Rapport and Influencing Techniques

This course provides a fast-paced overview on professional selling over the phone, with tips on gaining rapport, structuring conversations, seeking and giving information, and effectively closing sales. Participants will learn to turn negatives into positives and handle angry callers skillfully.

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Mastering Telephone Sales: Building Rapport and Influencing Techniques

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  1. Professional Selling on the Telephone gaining rapport and influencing through the phone

  2. style • fast paced overview • hints and tips • slides on-line • short exercises • discussions

  3. topics • How to gain rapport on the telephone • How to structure our conversation • What information to seek out and what information to give • Closing: How to make an agreement which sticks

  4. How to Gain Rapport on the Telephone

  5. communication • tone and words are more important than in normal communications

  6. needs of the caller • To be recognised and remembered • To feel valued • To feel appreciated • To feel respected • To feel understood • To feel comfortable about a want or need

  7. steps for service • Professionalism • Speedy Responses • Accurate Information • Genuine Concern • Reliable Follow-through

  8. turn negative into positive • “She’s not in yet.” • “It’s a computer problem.” • “Your file must be lost.” • “That’s not my job.” • “We never received your letter.” what statements would you prefer rather than the above?

  9. How to Structure our Conversation

  10. structure • Tips for professionalism: • ask permission to ask questions • summarise and ask ‘anything else?’ • make noises when they are speaking • keep notes on personal data • slow down your speech slightly • if the conversation is going to be too long, explain how you are going to research and get back to them

  11. Seeking and Giving Information

  12. developing the sale

  13. signs of an angry caller • High-pitch speech • Long pauses • Sighs • Demands • Short-terse answers • Volume gets louder

  14. steps for dealing with anger • Deal with feelings first. Listen and respond with empathy. • Ask questions to get specifics about the complaint • Summarise caller’s problem to get agreement • Offer a choice of alternatives to fix the problem • Let the customer decide which alternative to use • Follow through on what you agree to do • When possible, do something extra Information to seek: feelings, events which triggered, their experience, their expectations Information to give: summary, alternatives, clarity on next steps

  15. Closing the Call

  16. closing • Be positive • End with something personal if you can (to help them remember you) • Be clear on actions and meet expectation • Commit to follow up

  17. Professional Selling on the Telephone Thank You www.goodfoot.co.uk/downloads/prodrive.aspx

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