TELEPHONE SELLING SKILLS

LMA Sales Training UK

telephone sales skills uk

"Integrated Sales Training"

"IN COMPANY ONLY"

ONE DAY INTENSIVE WORKSHOP - TAILORED TO YOUR SPECIFIC REQUIREMENTS

INTRODUCTION

As we progress into 2004, new advances in communications are taking place at a breathtaking pace. E-mail is now established alongside the fax as a quick and simple method to communicate information.

Despite the new technology of the Internet the telephone still remains one of the most important mechanisms for people to exchange information. For many organisations contacting potential customers by telephone is still the preferred method. This often entails 'cold calling' to either sell products/services or to fix appointments.

Telephone selling requires a special set of skills/attributes.

THIS SPECIAL COURSE IS DESIGNED TO RAPIDLY IMPROVE THE ABILITY OF PARTICIPANTS TO USE THE TELEPHONE WITH CONFIDENCE.

COURSE OBJECTIVES

To enable participants to:

	Plan and prepare properly to make outgoing calls to prospects/customers.
	Use communication skills in a persuasive manner.
	Gain attention quickly and produce a logical business case.
	Question and listen effectively.
	Control the conversation.
	Handle objections based on knowledge and belief.
	Close calls effectively.

METHODS

Instructor sessions are supported by individual participant role play situations/scenarios. These are related to the business environment in which the participants are involved. This is to ensure relevance to 'real' world situations. Extensive use is made of telephone/recording equipment to provide immediate feedback and evaluation.

COURSE PROGRAMME

Day 1 - Commence 9.00 a.m.

	Introduction and objectives of workshop.
	The role of the telephone to contact prospects/customers.
	Why using the telephone requires special skills.
	Preparing to make a call to a prospect.
	Planning and structuring the call. How to get the mechanics right.
	First impressions over the telephone - gaining attention and stimulating interest.
	Selecting and using words effectively.
	Call objective setting.
	Understanding the communication process.
	Questioning and listening skills.
	Use of the voice to convey enthusiasm and conviction.
	Overcoming objections.
	Maximising effectiveness.
	Closing techniques. What to say to conclude positively.
	Using time during a call to maximum affect.
	Open forum and action plans. NOTE: THIS WORKSHOP HAS A MAXIMUM OF NINE PARTICIPANTS

COSTS

Based on £300 per delegate per day + accommodation and mileage at 45p per mile. A full set of workshop notes for each participant is included in the price. Please note that a 'fixed fee' of £1800+VAT applies to this workshop.

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LMA Sales Training and Consultancy Services
6 Kensington - Silver Wharf - Sovereign Harbour - BN23 5NH
Tel: 01323 471730 - Fax: 01323 471869

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