Using the Telephone as a Sales Tool

Duration: Offered as a 90 minute webinar or 2 days in class

Course Overview

Virtually everybody in sales today sells over the phone at least part of the time. Perhaps it is time for you to evaluate how you use the telephone and where it fits into your sales and marketing mix. This course will show you how the telephone can supplement, enhance, and sometimes replace other means of marketing and selling, and how this personal approach can dramatically increase your sales success. We will also talk about how to hone your communication skills, your ability to persuade, and techniques to personalize each sales call.

Learning Objectives

  • Build trust and respect with customers and colleagues
  • Warm up your sales approach to improve success with cold calling
  • Identify ways to make a positive impression
  • Identify negotiation strategies that will make you a stronger seller
  • Create a script to maximize your efficiency on the phone
  • Learn what to say and what to ask to create interest, handle objections, and close the sale

Course Outline

1. Overview

2. Pre-Assignment Review

3. Verbal Communication

  • Being Yourself and Sounding Your Best
  • A Service Image

4. To Serve and Delight

  • What You Say and What it Means
  • Planning the Ideal Answer

5. Exceptional Things about Telephone Sales

6. Building Trust

7. It’s More Than Just a Phase

  • Phases of Negotiation
  • Types of Negotiation

8. Communication Essentials

  • Active Listening Skills
  • Ten Ingredients for Good Communication
  • Asking Good Questions

9. Developing Your Script

  • The Basic Script
  • Sample Script
  • Making the Script Yours

10. Pre-Call Planning

11. Phone Tag and Call Backs

12. Following Up

13. Closing the Sale

14. Personal Action Plan