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You will learn to:
- Understand the sales process and how it can be adapted to
the telephone
- Deal with all out-going calls objectively, rationally and
consistently
- Develop a number of introductory phrases and statements that
reflect your personality and that deliver your message clearly
and effectively
- Prepare a telephone campaign and the content of each call;
understand its objectives and set achievable goals
- Plan regular and relevant telephone contact campaigns including:
follow-up to new product or product update mailers, special
offers, standing orders, service contracts, field visits and
exhibitions OR implementing separate initiatives such as customer
awareness or customer satisfaction surveys.
Additionally, you will:
- Revise proven and successful communication techniques and
review the methods that work best when initiating calls to your
customer base
- Test the premise that ‘Customers don’t care what
you know, if they know how much you care’
CUSTOMER SERVICE SKILLS
Topics to be covered:
- Revision of proven, successful telephone, written and face-to-face
communications with customers
- Critical review of what will work best for communicating
with your clients
- The cost of finding new customers vs. keeping existing ones
- Planning regular and relevant customer contact campaigns
- Developing the ‘share of mind’ experience with
customers
- Prioritising the customer service response – ways of
segmenting customers that determine your level of responsive
activity
- The need to manage customer expectations
INTRODUCTION
TO (FIELD) SALES
What you will learn:
- The fundamentals of questioning, objections handling, negotiating
and closing
- The basics of running a sales territory/client list/product
group
- Professional techniques for presenting yourself and your
product
- To deliver an opening benefit statement - arousing interest
and involvement
- The difference between product features and benefits; why
customers need to recognise the benefits before they buy
Who will benefit from this level of training or coaching:
- Those taking on a field sales or desk-based sales/support
role for the first time
- Those with less than 3 years sales or commercial experience
- Those who have some sales/support experience but no formal
training
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