Telesales & Cold Calling

Programme Overview

This program is designed for Telesales Executives and their Team Leaders. Telesales professionals are a unique breed that has to be thick skinned to deal with objections and rejections. They need amazing self-discipline, self-motivation and resilience to keep moving forward through the smoke screen of objections to find sales day in and day out.

Telesales Training

Testimonial video – Affin Bank Berhad

Here is a testimonial for Shahrukh’s telesales training. One week after the training, an interview with the Head of Telemarketing at Affin Bank – Mr. Prem Kumar, about the training impact and increase in sales.

Telesales agents need to be professional listeners and eloquent speakers. They realize that they can only survive in this high pressure environment if they begin to look at the world through their customers’ perspective and act accordingly. They employ proven rapport building telephone techniques to gain trust and prosper. They are masters at the ability to create pictures in the prospect’s mind through what they say and how they say it. To top it all off, they require razor sharp consultative selling skills to solve customer problems through offering the most beneficial solutions.

Objectives

• Get past the gatekeeper with strategy and confidence
• Structure calls more effectively
• Improve skills in telephone communication
• Cross Sell other products if required
• Improve questioning and listening skills
• Identify customer’s real needs and match with appropriate benefits.
• Sharpen their closing skills in order to clinch the sale.
• Handle objections effectively and treat them as new opportunities
• Build better relationships with difficult prospects using empathy
• Recognize each prospect’s unique telephone personality and tailor offering accordingly
• Seek buying signals and act accordingly
• Employ a Strategic telesales management system
• Enhance skills through Telesales and Customer Service training

Programme Outline

Content Day 1

• Review of expectations and challenges
• Participants express their concerns
• Engaging and convincing prospects
• How to talk about your product?
• Engaging the prospect’s left & right brain
• Review of our product features and benefits
• Strategizing benefit statements through positive visualization to create desire for the product
• Group presentation
• – Understanding our product and why it is good for the customer to have
• Emotional persuasion using empathic probing questions
• Triggering desired audience emotions through power words that create positive mental pictures.
• Example case – A low impact telesales call
• Case study – A high impact call
• The art of asking the right questions to identify and understand underlying customer issues
• Probing beyond the obvious
• Activity
• – Developing targeted probing questions
• Rapport building interactive communication flow
• This activity helps telesales agents maintain a meaningful conversation with prospects with a flow that naturally tends towards closing the sale..
• (Breakout Activity-The Diagram)
• Developing an engaging voice – A key tool in telesales
• Communicating without body language through phone
• Articulate speaking
• Mastering and Applying Voice Characteristics
• Tone, Pitch, Rate of Speech and Volume
• Activity
• – Voice practice through trainer facilitation to develop expertise in expressing emotions such as happiness, sadness, concern, worry, excitement, sense of urgency and more.

Content Day 2

• Introducing a very effective Script Dashboard for telemarketing agents

Please view demo video below

• Script development phase
• Telesales call flow / structure
• Developing a benefit based emotional call dialogue
• Call opening
• Getting past the gatekeeper / secretary
• Getting past the 1st 20 seconds with the right person
• Impactful opening statement – This is what makes or breaks a call
• Giving the prospect a good reason to continue to talk after the first 20 seconds
• Quick examples by the trainer
• Selling attempts 1, 2 & 3
• Three sets of Probing questions, Emotionally persuasive statements, benefit statements, testing the water questions.
• Closing the sale
• Closing questions
• Strategic ending statement.
• Handling objections – Types of objections
• Some Common Objections
• ‘I want to think about it.’ ‘I want to think it over.’
• I want to talk to my boss first
• Strategizing responses to objections
• Creating your own objections list
• Strategizing rebuttals and responses
• Moving into closing
• Role play: Telesales call presentation by selected participants according to time availability