Overview and objectives

This instructor-led sales training program will teach sales representatives how to increase sales, reduce call length, have more control, have more confidence and to overcome resistance. All students will complete the class with the essential skills they need to prospect, sell and manage accounts.

The Getting to the Heart of Telephone Sales participant’s workbook is easy to follow and full of examples, exercises, and job aids for practice on the job. The classroom sessions are also full of meaningful interaction.

Participants put their learning into practice with the help of job aids, extensive coaching, and valuable on-the-job exercises that can be completed while handling live calls.

Who should attend?

Need help with telephone sales? Getting to the Heart of Telephone Sales was designed as a learning process rather than a training event to adapt to the way adults learn and help them change old communication patterns.

The course is suitable for anyone involved with telephone sales.

What are the course prerequisites?

There are no prerequisites for attending this course.

Course contents

Workbook 1: Aiming for Success – becoming a service-oriented salesperson
Introduction
Sales as Service: Bringing value to customers
Selling with HEART: Incorporating principles and values into the sales process
It’s who you are… Character and attitude for sales success
Mission possible: Creating a sales mission statement
Know your stuff: Matching features and benefits to customer needs
Summary: A five-day plan

Workbook 2: Charting the way – planning and opening the call
Introduction
On your mark, get set… Developing a call objective
The customer is always smart: Learning how to effectively use questions
The first step: Opening a call to a prospective customer
Hello again: Opening a call to an existing customer
Know who you’re looking for: Qualifying customers
Summary: A five-day plan

Workbook 3: Making the connection – building value and meeting customer needs
Introduction
Ask before you tell: Using a questioning strategy
Listen before you leap: Learning how to actively listen
So what you’re saying is… Confirming your understanding
And now presenting: Connecting your product to customer needs
Ready to go? Securing commitment to your call objective
Summary: A five-day plan

Workbook 4: Staying the course – closing the call and overcoming challenges
Introduction
Wrapping it up: Closing the call
Talking to the box: Using voice mail to your advantage
Getting through: Dealing with gatekeepers
Keeping your foot in the door: Overcoming resistance during opening
Turning it around: Overcoming objections
Summary: A five-day plan