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How to succeed in telesalesBy: Ramy EnabPresentation GoalsWhy use the phone ?It is far more cost effective than field salesIt is immediate, no appointment necessaryIt is one-to-one (personal)It is Less formal than writingIt is common place, everyone uses the phone1. Adopt the Right attitudeF eel successfulA ct successfuland you will Be successfulDress for yourself, not the customersEnjoy selling by phoneFocus on the customers needs not your wantsGo the extra mileAlways use the prospect/clients nameKeep records of all callsKeep your promisesFollow up relentlessly1. Adopt the Right attitude (Contd.)Smile It takes only a second, but can last a lifetimeIt is the shortest distance between 2 peopleIt is a little curve that puts everything straightEnthusIASM you do what you do, becauseI am selling myself

1. Adopt the Right attitude (Contd.)2. Drive yourself to successSet personal goalsWhat number of calls will you make todayWhat number of appointments will you makeWhat number of sales will you makeWhat increase on target will you achieveHow many customer service calls will you makeChallenge others in your shift to a competitionReward yourself when you reach your target or goal

3. Have belief in yourselfHave belief in YOU and YOUR Products(enthusIASM I am selling myself)Knowledge breeds confidenceKNOW everything about your productsUncertainty breeds uncertaintyAsk for testimonials or references from satisfied clients quote from them on your callsStand up for important calls, (incoming and outbound)The brain can think 2-3 times faster when you are standing upYou fell more forceful and alertIt can also stop interruptions from other people as they can see you are making an important call3. Have belief in yourself (Contd.)4. Never ASSUMEListen to the customer carefullyNEVER ASSUME, for if you do -You make an ASS out of U and MEWhen God created man, he gave us two ears and one mouth, use them in that order!Find out all you can about your customerThe more you listen, the more you will sellAvoid interrupting

4. Never ASSUMEYou will pick up buying signals and signs of interest the more you listenThe more you talk, the more theyll walkPeople will talk for ages when talking about themselvesUse trial closes regularly If you were to buy, what colourIf you were to order, when would.

5. Develop good verbal skillsIn traditional face-to-face selling%CommunicationIn telephone selling you cant concentrate on non verbal signalsTherefore you are operating 45% less effectivelyYou must improve your vocabulary and the way you come across5. Develop good verbal skillsRemember, clients CANT see YOUYou cant demonstrate a productYou cant show them literatureThey cant see that you are sincere(Be polite and courteous at all times!)You cant see THEIR reactionsYou need to present yourself clearly and confidently, get their feedback, know when to ask for the order & when to hang up5. Develop good verbal skillsDont ShoutDont mumbleDont talk quicklyBe sincereGet the prospect to say YES often in your conversationNod your head as you ask a positive question

5. Develop good verbal skillsUse POSITIVE LANGUAGEI am sure or I am certain or I knowNot maybe, perhaps or possiblyAsk questions often to keep control and get feedbackUse closing questions like wouldnt you?, isnt it? and wont you?

5. Develop good verbal skills6. Be preparedP roperP lanningP reventsP atheticallyP oorP erformance6. Be preparedIn order to make calls, get appointments, give quotes and take orders, you must KNOW:-

Your company sales literatureYour product/service facts, features and benefitsYour companys history and personnelYour price lists and order formsYour competitorsTo keep a record of all calls To update your diary regularly7. Handle all calls professionallyThere are four types of incoming calls:ORDERSCOMPLAINTSSALES LEADS/ENQUIRIESGENERAL QUERIES ABOUT ORDERS etcSmile, when you pick up the phone within 3 ringsEstablish:Who is callingWhat they wantWhich company they are fromWho they wish to speak to

REMEMBER NEVER ASSUME ANYTHING7. Handle all calls professionallyFIRST impressions lastYou want to sound warm and friendly, positive, professional, helpful polite and courteousYou do not want to sound harassed, busy,distant or uninterested

7. Handle all calls professionally8. Close each call professionally7 steps to ending calls correctly:Confirm with the caller, agreed details in detailThank them for the call/enquiry/sale/lead etcLook forward to the next callAsk for help (If appropriate) how to find them etcLeave on a pleasant noteSay goodbyePut the phone down last9. Dealing with complaintsListen and dont interruptAsk for more information and clarificationSummarise with caller and gain agreementThank them for drawing it to your attentionPromise action, and do call them back on timeTell the customer what will be done and whenEnsure the matter IS resolvedCall them after the resolution is achievedQuestions