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Telesales/Order Taking – The In-bound Call

(A one-day programme)

This programme is ideal for personnel who are new to the position as well as experienced staff who wish to up-grade existing skills. The programme is skills-based, practical and adapted to suit the requirements of each delegate.

Role-plays and role-modelling exercises concentrate on situations expected to be encountered in assertive telesales or order departments and examples of effective answers to objections/problems, utilising the specific products or services of delegates, are incorporated.

The objective of the training is to prepare delegates to be able to use the practical communication skills in the work environment even when working under pressure and also to assist delegates to understand that telesales is not merely taking an order or answering questions. Every call is an opportunity to sell more and/or educate prospects and clients.

Programme Content:

• Introduction - a look at what caller's demand when they call your company.

• Examples of bad service that internal and external clients could experience from your division and a candid look at what is presently stopping you from capitalising on every in-coming sales inquiry.

• Dynamic vocabulary and techniques that will ensure that clients or prospects feel that they are receiving service excellence during every telephone encounter with you.

• How to use a positive and motivated voice tone at all times.

• How to quickly take control of the in-coming call and establish what the caller requires.

• A look at what sales techniques you are successfully using and what additional skills are essential to increase your sales.

• How to concentrate on providing personalised benefits rather than features.

• How to sell more than the caller initially expected to order.

• Skills that will assist you to quickly build positive relationships on the telephone.

• Why it is essential to keep effective records of all contacts with prospects and clients and how to format these records in such a way that your colleagues can easily access the information when necessary.

• Why it is necessary to practice effective communication skills and monitor your performance to ensure that you are utilising the most productive techniques during every conversation.

• Probing skills.

• How to keep your presentation short and concise and ensure that it enhances and capitalises on your own unique abilities.

• How to ask for the commitment without fearing rejections and objections.

• How to set realistic sales goals and also set realistic goals for how much time you must spend on telephoning to reach your sales goals.

• Dealing with objections, complaints and challenging situations.

• Some examples of service excellence and sales orientated techniques that you can offer to both your internal and external clients during the new millennium.

• Some tips that will assist you to become or remain self-motivated even when you are having a less successful day.

• A strategy for you to implement to eliminate the factors that are preventing you from being as effective as you can be in your work and a strategy to ensure that your skills measure up to the high standard that is demanded in your industry.

Programme Originator: Renett Estelle Grové

Copyright © 2008
Last modified: 09 June 2008