Top 10 Tips For Tele Sales Training
With the advent of social networking the more traditional but still highly effective skill of telesales is sometimes overlooked.
The art of effective telephone calls is a key part of the sales person's armoury and we regularly weave telesales into broader sales training courses.
Here are the top 10 tips we recommend you focus on when building telesales skills:
1 Plan Your Call
Set yourself an objective – what is the most I can expect (a sale perhaps?). What is the least I will accept (Information to update our records?). Prepare your questions. Gather information on the prospect, so you sound prepared and knowledgeable.
2 Getting Past The Gatekeeper
Treat them as you would the customer - this person determines whether or not you'll even have a chance to speak with the buyer. Be honest, friendly, get them on your side! Remember you may need to sell the benefits to them before they will put you through to the correct person. What can you say that makes you stand out? They are probably thinking "Does this person have anything of interest, or of value for the boss?" Hint benefits, spark curiosity but don’t talk product or services with them, as this will give them the chance to say no!
3 Create An Opening Statement
Grab their attention as soon as possible. You need to spark their curiosity a.s.a.p. You need them to be willing to start a conversation and answer your questions. Do not use goofy phrases such as "If I could show you a way to _____, you would, wouldn't you?" or generic lines such as "I was just calling people in your area..." People want to feel like they're the only person you're calling... not just one of the masses from a list of compiled names.
4 Get Their Interest Before You Ask Questions
Make sure you have something of value to say on every call, especially to existing customers. Try and avoid “ Just calling to touch base”. They need to know they are going to be better off speaking to you than not! Call with news they'll have an interest in, ideas you've heard from other customers they might be able to take advantage of, mention that you were "thinking of them" and tell them why. Perhaps you have just read something you feel may help them, been to a trade show and seen something, are launching something that will save then time, costs etc
5 Now Ask Questions
Always get information before you give it. Otherwise how can you offer the correct solution to match their needs? Don’t information dump, ask open questions: What, When, Why, How, Where, Who. Avoid closed questions such as: Do, Are, Can, Is etc unless you want a yes or no answer. Ask one question at a time and let them answer it! Resist the urge to jump in if they don't answer immediately. Don't be intimidated by silence. They're likely thinking about what they're going to say
6 Drill Down With Further Questions
Drill down with further questions. Follow up their answers with related questions. Do not work from a rigid list of questions, losing the opportunity to pick up on what they are really saying, their real feelings. Quantify the problem whenever possible. "How often does that happen?" "How much do you think that is costing you?" "How much time does that take?" DO NOT offer a product at this stage, make notes and keep asking questions to get better information, so you are able to offer them exactly what they need. Ask about who makes the decisions, it may not just be the person you are talking to?
7 Offer A Solution
Now you can talk product! As you know how it can solve their specific problem / meet their needs etc. You can tailor your offer personally to what they said in response to your questions. Don’t forget FAB statements – Feature of the product or service, Advantage and specific Benefit to them.
8 Deal With Objections
Don’t be afraid to ask the client “how do you think that would help you?” etc Better to get all objections out on the table and then you can start to deal with them. I often ask “is there anything else you are not sure about?”. This stops them saying AND after you have just dealt with an objection! Objections are good, just assume they are the client saying “I like you product, but there is one thing I need clarifying”. When dealing with an objection – listen – do not interrupt! Ask if they have any others. Clarify you understand what they are objecting about. Deal with it. Finally restate the FAB statement.
9 Get Their Commitment
We are often asked for a course on closing the sale and I say it is east, just 4 words: ASK FOR THE BUSINESS! If you have done the previous bit correct this is the easy part. It is only hard if you haven’t asked enough questions, listened, identified needs etc. This is a natural part of the call, but you must ask and be straightforward about it.
10 Action And FollowUp
Make sure you deliver what you say you will, on time and correctly! Summarise agreed-to actions by both parties, including what happened and what will happen next. Set the agenda for the next call!
Read More About Bespoke Telesales Training Courses or watch these tips on YouTube