outbound sales training
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BOUND to be OUTstanding! Jefferson City Call Center
Supervisor-Led Sales Training
PRESENTATION TITLE FOOTER | DATE, 2006 | EMBARQ CORPORATION | PRIVATE & CONFIDENTIAL | PAGE 2
JFCY Outbound PerspectiveWe’re tele-consultants, not tele-marketers
JAN 2008
BOUND to be OUTstanding!
Tele-marketers Tele-consultants
AnnoyDue to no customer respect
AcknowledgeCustomers value & importance
PesterTo point of harassment
PresentBetter product & service
options
CareOnly about themselves
CloseSales as a service to
customers
PRESENTATION TITLE FOOTER | DATE, 2006 | EMBARQ CORPORATION | PRIVATE & CONFIDENTIAL | PAGE 3
JFCY Outbound PerspectiveAs a tele-consultant, what’s the most important part of the call?
JAN 2008
BOUND to be OUTstanding!
PRESENTATION TITLE FOOTER | DATE, 2006 | EMBARQ CORPORATION | PRIVATE & CONFIDENTIAL | PAGE 4
JFCY Outbound PerspectiveAs a tele-consultant, what’s the most important part of the call? 1st 30 Seconds!
JAN 2008
BOUND to be OUTstanding!
Upfront Contract
Acknowledge
Present
Close
PRESENTATION TITLE FOOTER | DATE, 2006 | EMBARQ CORPORATION | PRIVATE & CONFIDENTIAL | PAGE 5
JFCY Outbound PerspectiveAs a tele-consultant, what’s the most important part of the call? 1st 30 Seconds!
JAN 2008
BOUND to be OUTstanding!
Upfront Contract
Acknowledge “Hello, may I please speak with _______? Hi, Mr./Mrs. ______, my name is ______ from Embarq, your local
phone company. How are you today?”
Present
Close
PRESENTATION TITLE FOOTER | DATE, 2006 | EMBARQ CORPORATION | PRIVATE & CONFIDENTIAL | PAGE 6
JFCY Outbound PerspectiveAs a tele-consultant, what’s the most important part of the call? 1st 30 Seconds!
JAN 2008
BOUND to be OUTstanding!
Upfront Contract
Acknowledge “Hello, may I please speak with _______? Hi, Mr./Mrs. ______, my name is ______ from Embarq, your local
phone company. How are you today?”
Present “We’re currently calling our customers to ensure that you are aware of the recent price changes in some of our packages and services. It will just take me a few
moments to look over your account to make sure that you are receiving the best service…”
Close
PRESENTATION TITLE FOOTER | DATE, 2006 | EMBARQ CORPORATION | PRIVATE & CONFIDENTIAL | PAGE 7
JFCY Outbound PerspectiveAs a tele-consultant, what’s the most important part of the call? 1st 30 Seconds!
JAN 2008
BOUND to be OUTstanding!
Upfront Contract
Acknowledge “Hello, may I please speak with _______? Hi, Mr./Mrs. ______, my name is ______ from Embarq, your local
phone company. How are you today?”
Present “We’re currently calling our customers to ensure that you are aware of the recent price changes in some of our packages and services. It will just take me a few
moments to look over your account to make sure that you are receiving the best service…”
Close “And, if not, I will let you know what to do, okay?”
PRESENTATION TITLE FOOTER | DATE, 2006 | EMBARQ CORPORATION | PRIVATE & CONFIDENTIAL | PAGE 8
Outbound Call FlowSame as the Upfront Contract, use APC to serve the customer & control the call!
JAN 2008
BOUND to be OUTstanding!
Controlling the Call
Acknowledge
Present
Close
PRESENTATION TITLE FOOTER | DATE, 2006 | EMBARQ CORPORATION | PRIVATE & CONFIDENTIAL | PAGE 9
AcknowledgeVALUE the customer
JAN 2008
BOUND to be OUTstanding!
“You’ve had service with us for _____ years. Thanks for being one of our valued
customers.”VERIFY the need
“I’m sorry to hear you are experiencing ______. I’m happy to help you with that.”
VALIDATE the concern
“I see you have _________ on your account.”
PRESENTATION TITLE FOOTER | DATE, 2006 | EMBARQ CORPORATION | PRIVATE & CONFIDENTIAL | PAGE 10
Acknowledge
JAN 2008
BOUND to be OUTstanding!
Paraphrase don’t parrot!
PRESENTATION TITLE FOOTER | DATE, 2006 | EMBARQ CORPORATION | PRIVATE & CONFIDENTIAL | PAGE 11
PresentProbing ?s – Tell don’t Ask!!!!!!!
JAN 2008
BOUND to be OUTstanding!
“Did you know HSI is available in your area?”
“Are you aware we have DishTV for $39.99?”
PRESENTATION TITLE FOOTER | DATE, 2006 | EMBARQ CORPORATION | PRIVATE & CONFIDENTIAL | PAGE 12
PresentProbing ?s – Tell don’t Ask!!!!!!!
JAN 2008
BOUND to be OUTstanding!
“Did you know HSI is available in your area?”
“Are you aware we have DishTV for $39.99?”
“Dropping Flyers”
PRESENTATION TITLE FOOTER | DATE, 2006 | EMBARQ CORPORATION | PRIVATE & CONFIDENTIAL | PAGE 13
PresentProbing ?s – Tell don’t Ask!!!!!!!
JAN 2008
BOUND to be OUTstanding!
“Did you know HSI is available in your area?”
“Are you aware we have DishTV for $39.99?”
“You probably have 2 computers, right?”
“You’re probably using cable for TV service, correct?”
“Dropping Flyers”
PRESENTATION TITLE FOOTER | DATE, 2006 | EMBARQ CORPORATION | PRIVATE & CONFIDENTIAL | PAGE 14
PresentProbing ?s – Tell don’t Ask!!!!!!!
JAN 2008
BOUND to be OUTstanding!
• Closed-Ended vs Open-Ended
• Customers like Options not Decisions
PRESENTATION TITLE FOOTER | DATE, 2006 | EMBARQ CORPORATION | PRIVATE & CONFIDENTIAL | PAGE 15
PresentProbing ?s – Tell don’t Ask!!!!!!!
Product Info
JAN 2008
BOUND to be OUTstanding!
BATs“You can’t get a hit if you don’t go to bat.”
PRESENTATION TITLE FOOTER | DATE, 2006 | EMBARQ CORPORATION | PRIVATE & CONFIDENTIAL | PAGE 16
PresentProbing ?s – Tell don’t Ask!!!!!!!
Product Info
Problems & Pheelings (feelings)
JAN 2008
BOUND to be OUTstanding!
What are the only 2 reasons customers ever buy?1. Solutions to problems
2. Good feelings
PRESENTATION TITLE FOOTER | DATE, 2006 | EMBARQ CORPORATION | PRIVATE & CONFIDENTIAL | PAGE 17
PresentProbing ?s – Tell don’t Ask!!!!!!!
Product Info
Problems & Pheelings (feelings)
JAN 2008
BOUND to be OUTstanding!
What are the only 2 reasons customers ever buy?1. Solutions to problems
2. Good feelings
Click Generation – Instant Gratification
PRESENTATION TITLE FOOTER | DATE, 2006 | EMBARQ CORPORATION | PRIVATE & CONFIDENTIAL | PAGE 18
CloseIt’s as simple as ABC…
JAN 2008
BOUND to be OUTstanding!
A lways
B e
C losing
PRESENTATION TITLE FOOTER | DATE, 2006 | EMBARQ CORPORATION | PRIVATE & CONFIDENTIAL | PAGE 19
CloseIt’s as simple as ABC…
JAN 2008
BOUND to be OUTstanding!
If a rep doesn’t close the customer in why he “should,”
Then, the customer will close the opportunity in why he
“shouldn’t!”
PRESENTATION TITLE FOOTER | DATE, 2006 | EMBARQ CORPORATION | PRIVATE & CONFIDENTIAL | PAGE 20
CloseIt’s as simple as ABC…
Use OK
JAN 2008
BOUND to be OUTstanding!
0K
PRESENTATION TITLE FOOTER | DATE, 2006 | EMBARQ CORPORATION | PRIVATE & CONFIDENTIAL | PAGE 21
CloseIt’s as simple as ABC…
Use OK
JAN 2008
BOUND to be OUTstanding!
10K
Is what you can make if you use OK!
PRESENTATION TITLE FOOTER | DATE, 2006 | EMBARQ CORPORATION | PRIVATE & CONFIDENTIAL | PAGE 22
CloseIt’s as simple as ABC…
Use OK
It’s not pushing, it’s CLOSING
JAN 2008
BOUND to be OUTstanding!
Controlling the Call
Acknowledge
Is the part you will forget to do
Present Is the part you will be easiest to do
Close Is the part you won’t want to do!
PRESENTATION TITLE FOOTER | DATE, 2006 | EMBARQ CORPORATION | PRIVATE & CONFIDENTIAL | PAGE 23
CloseIt’s as simple as ABC…
Use OK
It’s not pushing, it’s CLOSING
Overcome Objections
JAN 2008
BOUND to be OUTstanding!
Acknowledge
The concern
Present A solution
Close To overcome
PRESENTATION TITLE FOOTER | DATE, 2006 | EMBARQ CORPORATION | PRIVATE & CONFIDENTIAL | PAGE 24
JFCY Outbound Values
JAN 2008
BOUND to be OUTstanding!
PRESENTATION TITLE FOOTER | DATE, 2006 | EMBARQ CORPORATION | PRIVATE & CONFIDENTIAL | PAGE 25
JFCY Outbound Values
ATTITUDE
JAN 2008
BOUND to be OUTstanding!
PRESENTATION TITLE FOOTER | DATE, 2006 | EMBARQ CORPORATION | PRIVATE & CONFIDENTIAL | PAGE 26
JFCY Outbound Values
ATTITUDE
“Attitude determines altitude.
Better the attitude, higher the flyer.”
JAN 2008
BOUND to be OUTstanding!
PRESENTATION TITLE FOOTER | DATE, 2006 | EMBARQ CORPORATION | PRIVATE & CONFIDENTIAL | PAGE 27
JFCY Outbound Values
ATTITUDE
TEAM
JAN 2008
BOUND to be OUTstanding!
PRESENTATION TITLE FOOTER | DATE, 2006 | EMBARQ CORPORATION | PRIVATE & CONFIDENTIAL | PAGE 28
JFCY Outbound Values
ATTITUDE
TEAM
“Teamwork makes the dreamwork.”
JAN 2008
BOUND to be OUTstanding!
PRESENTATION TITLE FOOTER | DATE, 2006 | EMBARQ CORPORATION | PRIVATE & CONFIDENTIAL | PAGE 29
JFCY Outbound Values
ATTITUDE
TEAM
SALES SERVICE
JAN 2008
BOUND to be OUTstanding!
PRESENTATION TITLE FOOTER | DATE, 2006 | EMBARQ CORPORATION | PRIVATE & CONFIDENTIAL | PAGE 30
JFCY Outbound Values
ATTITUDE
TEAM
SALES SERVICE
“There is no ‘and.’ Service is inseparably essential to Sales.”
and
JAN 2008
BOUND to be OUTstanding!
BOUND to be OUTstanding! Jefferson City Call Center
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