How to Improve your Telesales Technique?

Phone Call Etiquette and Success

OUTLINE

What is Telesales What is Phone Etiquette Your Role Your Objective Telephone Tips for Success Do’s and Don'ts Overcoming Obstacles Some Examples

WHAT IS TELESALES?

Telesales is a method of selling in which you call an individual or a department in another company to try to persuade them to buy your company's products or services.

WHAT IS PHONE ETIQUETTE?

Phone Etiquette is the set of skills and attitudes you use when you call an individual or a department in another company that allows for keeping the person at the other end of the line alert and interested.

So It’s all about having good manners in your dealing with people on the phone

VS

YOUR ROLE

The Telesales Executive is responsible for bringing in sales revenue for the conference department.

Responsibilities include:

Pitching decision makers to garner delegate

registration/sponsorship for conferences

Encouraging individuals to subscribe to the

company’s publications

Building a prospect database through research and

cold calling

COLD CALLING

Cold Calling is the marketing

process of approaching

prospective customers or

clients, typically via telephone,

who were not expecting such

an interaction.

A cold call is usually the start of

a sales process generally

known as telemarketing.

YOUR OBJECTIVE

ACHIEVE SALES

Research and build a database for the conference team and the upcoming conferences

Report potential clients interested in AIWA publications, sponsorships and others (advertisers)

BUILD LONG TERM RELATIONSHIPS

WHY DO WE MAKE USE OF TELESALES?

It is far more cost effective than field sales

It is immediate, no appointment necessary

It is one-to-one (personal)

It is Less formal than writing

It is common place, everyone uses the phone

FACTS & FIGURES

A recent product study on the efficiency of the three main mediums of marketing & sales proved the following profits from each medium:

Social Media USD10,000

Telesales USD50,000

Marketing & Direct Sales USD150,000

TELEPHONE TIPS FOR SUCCESS

WHAT MAKES A “BAD” PHONE CALL?

Take 2 minutes to think about an experience you have had or heard of about an “unprofessional” business phone call.

Can you mention 1-3 elements or mistakes that made the phone call bad?

WHAT MAKES A “GOOD” PHONE CALL?

Take 2 minutes to think about an experience you have had or heard of about where you were impressed by the caller.

Can you mention 1-3 elements that made that phone call successful?

MAKE A GOOD FIRST IMPRESSION

People form opinions and make judgments about us in the first 60 seconds they see us.

People also quickly make judgments about us based on the way we sound on the telephone.

HOW MUCH OF YOUR COMMUNICATION DO YOU THINK THESE ELEMENTS REPRESENT?

Your spoken words

Your tone

Your body language

7%

38%

55%

Actual words

Tone of voice

Body Language

HOW PEOPLE JUDGE YOU ON THE PHONE

If we exclude “Body Language”, the message we communicate over the telephone is based on two qualities:

"What" we say (Verbal)"How" we say it (Tone of voice)

PEOPLE CAN "HEAR" YOUR PERSONALITY THROUGH THE TONE OF

YOUR VOICE?

87% of the opinions people form about us, when speaking to us on the telephone, are based on the tone of our voice.

Only 13% is based on the actual words you say!

13%

87%

Actual words Tone of voice

TELEPHONE TIPS FOR SUCCESS

TELEPHONE TIP 1

Body Language: Sit in a proper position as if the person you are talking to on the phone is in front of you.

TELEPHONE TIP 2

Inflection: high and low pitches can be used to emphasize words

Volume: loud or soft

Rate: or speed refers to how many words you say per minute. The recommended rate is 160-180 words per minute (calculate on your script how much time it should take you to say each sentence and practice )

Energy: translates your enthusiasm

Tone of Voice: choosing a professional and appropriate tone means controlling a number of elements:

When talking on the phone, what kind of tone should you project?

InsistentForcefulConfidentAggressive

TELEPHONE TIP 3

Smile Announce your name slowly and clearly Announce the company name Don’t use slang or buzz words (uh, um, ok…, instead na3am, akeed, mazbout…) Be different (as simple as “Sabah el Kheir” instead of allo, marhaba)

Professional Greeting: Make sure your greeting is short but very professional. Is your message too fast? Is it too slow? Make sure your greeting sounds professional and clear:

TELEPHONE TIP 4

Preparation: Be prepared before you make your call. Have a pad of paper and pencil ready .

Have all the information about the people you’re calling ready.

Have all the information you willcommunicate ready.

TELEPHONE TIP 5

Take notes as you speak. Let the people know you are taking notes and this will signal them not to speak too fast.

Listening: Be an "active" listener.

TELEPHONE TIP 6

It's best if you can provide the purpose within a question.

"If I identify your benefits through your company’s participation, will you consider attending the forum?"

You're not selling your product, you're selling the benefits (what your product will do for the client).

State the purpose of your call

TELEPHONE TIP 7

To create affinity with your callers, speed up or slow down your speaking voice to better match theirs. They won't realize why they feel comfortable, they just will.

Connect: If you consider clients as people and not just potential customers you will be better prepared to answer their needs. You want to help them, not just sell.

TELEPHONE TIP 8

This is the most professional telephone habit people should possess. When you promise to call back in an hour, it’s of utmost importance that you do.

Prompt Timely Return of telephone calls

TELEPHONE TIP 9

Bridge words or phrases (furthermore, meanwhile, however, in addition, consequently, finally)

Ask a Question ("How many of you ....?")

Flashback ("Do you remember when I said ...?")

Pausing (Even a simple pause, when effectively used, can act as a transition. This allows the other person to "think" about what was just said and give it more time to register

Using Transitions: Transitions are an integral part of a smooth flowing conversation. Examples of how to use transitions effectively:

TELEPHONE TIP 10

Always thank the potential client for allowing you a few moments in his/her busy day.

Don't say that you'll "just take a moment."

The feeling evoked by them hearing that you'll take anything from them will put them off.

Express gratitude

TELEPHONE TIP 11

When hanging up the phone, make sure the caller or person called hangs up first.

A Great Finish

DO’S

Answer promptly, kindly, prior to the third ring Identify yourself by stating name Give the caller your full attention Speak clearly & distinctly Always be polite - say please and thank you If u don't know, say you will locate someone to help caller Ask permission to put caller on hold

DON’TS

Engage in an Argument Eat or chew gum while on the phone Call on a cell phone before 8am or after 9pm (their time ) Say “I don’t know”, instead offer to find the answer: “let me find out the

answer for you” Transfer the caller without asking their permission Not brief the person you have transferred the call to about who is online Say “just a minute” or “one sec” instead “could you please hold for a

moment?” Say “that’s impossible” offer a solution or to look into the situation and get

back to the caller Is Mr. … (GM) or Mr. … (MKT MGR) there??? My computer's down," or "We're having trouble with our servers

OVERCOMING OBSTACLES

Secretaries: The key to the door. You need to assess their decision power. Be honest, request their opinion.

SECRETARIES ARE MY BEST FRIENDS Best time to call: Tuesday, Wednesday and Thursday Stand up for important calls, The brain can think 2-3

times faster when you are standing up

COLD CALL SCRIPTSome Examples

WHEN YOU ANSWER

When you answer your phone:

•Good morning, This is Mario on the line from the Swiss Arab Forum. How may I help you?•Swiss Arab Forum. Mario is speaking. How may I help you?

Introduction ConversationGood morning, This is Mario Kanaan from Al-Iktissad Wal-Aamal….

I am calling to inform you about the Swiss Arab Forum taking place on the 10th of April at the Grand Kempinski Hotel in Geneva….

Can you please transfer me to Mr. ..’s office?

OR

We are the top publication company and Today I am calling marketing managers/ CEO’s to inform them about our magazine

• I was Formal and Brief• Introduced my self and my Company

• Gave a reason for my call

The Probing Question…. May I ask you, Did you hear about the Forum?

Or

… May I ask you , have you ever read AIWA pan Arab magazine

A probing Question is VERY VERY VERY IMPORTANT..

It’s Open Ended

It helps qualify an opportunity

It encourages the person top talk

..No

* Ps: A simple No is enough

The HookI would like to take this opportunity to invite to attend the Forum as

one of our prestigious guest

Or

No problem, this month we are offering a 100% free trial of our magazine

The hook was briefAnd told the MKT MGR what’s in it for them

Sounds good

The call to ActionWould you be interested to attend this event?

OrWould you be intersted in this offer?

BriefExplained the next step

• That sounds interesting

The confirmationPerfect. I will send you shortly all the information by email….

OR

Great you will be hearing from our subscription department shortly

When confirming..

Keep suggesting times to call back or setting an appointment

Get clear commitment from the person

Tell the person to expect a confirmation from our company

The closeThank you so much for your time. Will definitely contact you soon and I

look forward to meeting you on the day of the event. In the meantime, I hope you have a terrific day…

That was the close:

It was polite

Thanked the person for his time

Told the person to expect a call

TRANSFERRING THE CALL

If the person in charge is reachable:

I’m transferring your call to my colleague Ola. The person in charge of the Ukraine Arab Forum.

If the person in charge is not on his desk:

You are requested to take:The caller’s name and companyThe correct spelling of the caller’s nameTelephone number – Email addressBrief explanation for call

Try to:Take the caller’s job titleMobile number

Q&As

Thank you