How to succeed at Telesales

Why use the phone ?

 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
1. Adopt the Right attitude

 F eel successful
 A ct successful
 and you will Be successful
 Dress for yourself, not the customers
 Enjoy selling by phone
1. Adopt the Right attitude (Contd.)

 Focus on the customers’ needs not your wants

 “Go the extra mile”
 Always use the prospect/client’s name
 Keep records of all calls
 Keep your promises
1. Adopt the Right attitude (Contd.)

 Smile
It takes only a second, but can last a lifetime
It is the shortest distance between 2 people
It is a little curve that puts everything straight
 Enthusiasm –
2. Drive yourself to success

 Set personal goals

 What number of calls will you make today
 What number of appointments will you make
 What number of sales will you make
 What increase on target will you achieve
 How many customer service calls will you make
 Challenge others in your shift to a competition
 Reward yourself when you reach “your”
target or goal
3. Have belief in yourself

 Have belief in YOU and YOUR Products

 Knowledge breeds confidence
 KNOW everything about your products
 Uncertainty breeds uncertainty
 Ask for testimonials or references from satisfied
clients – quote from them on your calls
3. Have belief in yourself (Contd.)

 Stand up for important calls, (incoming and

outbound)
 The brain can think 2-3 times faster when you
are standing up
 You fell more forceful and alert
 It can also stop interruptions from other people
as they can see you are making an important
call
4. Never ASSUME

 Listen to the customer carefully

 NEVER ASSUME, for if you do -

 When God created man, he gave us two

ears and one mouth, use them in that order!
 Find out all you can about your customer
 The more you listen, the more you will sell
 Avoid interrupting
4. Never ASSUME

 You will pick up buying signals and signs of

interest the more you listen
 The more you talk, the more they’ll walk…
 People will talk for ages when talking about
themselves
 Use trial closes regularly –
“If you were to buy, what colour…”
“If you were to order, when would….”
5. Develop good verbal skills

 In traditional face-to-face selling

60

50
% 40 the words we
say
30 the way we say
them
20 non verbal
signals
10

0
Communication
5. Develop good verbal skills

 In telephone selling you cant concentrate on

non verbal signals
 Therefore you are operating 45% less
effectively
 You must improve your vocabulary and the
way you “come across”
5. Develop good verbal skills

 Remember, clients CAN’T see YOU

 You can’t demonstrate a product
 You can’t show them literature
 They can’t see that you are sincere
(Be polite and courteous at all times!)
 You can’t see THEIR reactions
 You need to present yourself clearly and
confidently, get their feedback, know when to
ask for the order & when to hang up
5. Develop good verbal skills

 Don’t Shout
 Don’t mumble
 Don’t talk quickly
 Be sincere
 Get the prospect to say “YES” often in your
conversation
 Nod your head as you ask a positive
question
5. Develop good verbal skills

 Use POSITIVE LANGUAGE

 “I am sure” or “I am certain” or “I know”
 Not “maybe”, “perhaps” or “possibly”
 Ask questions often to keep control and get
feedback
 Use closing questions like “wouldn’t you?”,
“isn’t it?” and “won’t you?”
6. Be prepared

 P roper
 P lanning
 P revents
6. Be prepared

 In order to make calls, get appointments, give

quotes and take orders, you must KNOW:-
– Your company sales literature
– Your product/service facts, features and benefits
– Your company’s history and personnel
– Your price lists and order forms
– Your competitors
– To keep a record of all calls
– To update your diary regularly
7. Handle all calls professionally

 There are four types of incoming calls:

 ORDERS
 COMPLAINTS
 SALES LEADS/ENQUIRIES
 GENERAL QUERIES ABOUT ORDERS etc
7. Handle all calls professionally

 Smile, when you pick up the phone within 3 rings

 Establish:
– Who is calling
– What they want
– Which company they are from
– Who they wish to speak to

REMEMBER – NEVER ASSUME ANYTHING

7. Handle all calls professionally

 FIRST impressions last

 You want to sound warm and friendly, positive,
professional, helpful polite and courteous
 You do not want to sound harassed, busy,
“distant” or uninterested
8. Close each call professionally

 7 steps to ending calls correctly:

 Confirm with the caller, agreed details in detail
 Thank them for the call/enquiry/sale/lead etc
 Look forward to the next call
 Ask for help (If appropriate)
– how to find them etc
 Leave on a pleasant note
 Say goodbye
 Put the phone down last
9. Dealing with complaints

 Listen and don’t interrupt

 Ask for more information and clarification
 Summarise with caller and gain agreement
 Thank them for drawing it to your attention
 Promise action, and do call them back on time
 Tell the customer what will be done and when
 Ensure the matter is resolved
 Call them after the resolution is achieved