Telemarketing – Using the Telephone as a Sales Tool

This course is currently available as E-Learning, or a private instructor-led class scheduled to suit your availabilty. You can click here to inquire further or you ask us for recommendations on similar classes.

Recommended Prerequisites

No prerequisites are required for this course.

Course Overview

Virtually everybody in sales today sells over the phone at least part of the time. Perhaps it is time for you to evaluate how you use the telephone and where it fits into your sales and marketing mix. This course will show you how the telephone can supplement, enhance, and sometimes replace other means of marketing and selling, and how this personal approach can dramatically increase your sales success. We will also talk about how to hone your communication skills, your ability to persuade, and techniques to personalize each sales call.

Learning Objectives

• Build trust and respect with customers and colleagues
• Warm up your sales approach to improve success with cold calling
• Identify ways to make a positive impression
• Identify negotiation strategies that will make you a stronger seller
• Create a script to maximize your efficiency on the phone
• Learn what to say and what to ask to create interest, handle objections, and close the sale

Course Outline

1. Course Overview
2. Pre-Assignment Review
3. Verbal Communication
4. Being Yourself and Sounding Your Best
5. A Service Image
6. To Serve and Delight
7. What You Say and What it Means
8. Planning the Ideal Answer
9. Exceptional Things about Telephone Sales
10. Building Trust
11. It’s More Than Just a Phase
12. Phases of Negotiation
13. Types of Negotiation
14. Communication Essentials
15. Active Listening Skills
16. Ten Ingredients for Good Communication
17. Asking Good Questions
18. Developing Your Script
19. The Basic Script
20. Sample Script
21. Making the Script Yours
22. Pre-Call Planning
23. Phone Tag and Call Backs
24. Following Up
25. Closing the Sale
26. Personal Action Plan
27. Recommended Reading List
28. Post-Course Assessment