1

Sound/Look familiar?

You can become confident

that you are doing this part
of your work correctly if
you will practice the proper
tele-techniques.

2
 Identify effective techniques for tele-calling
 Build effective relationships with people during
telephone calls
 Identify effective methods of greeting the
customer, obtaining customer information and
concluding telephone calls.
 Use active listening and empathy for more effective
customer interactions.
 Adjust telephone communication styles to suit
individual customer styles.
 Handle Customer problems and complaints
effectively.

3
 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 thing these days, everyone uses the
phone
 Introduce New Products
 Sell Products/Services
 Customer Service
 Service the Retail Stores
 Seminar Confirmations
 Trade Shows
 Inform Your Customers of New Developments
 Promote Events
 Call Your Non-Active Customers
 Mail Outs etc. etc.

5
 Inbound Outbound
calls initiated by a caller and Calls initiated by Call Center and
answered by Call Center answered by the called party

6
 Develop a professional greeting
 Introduce yourself and your company
 Express gratitude
 State the purpose of your call
 Schedule a meeting
 Use the alternate-of-choice questioning strategy
for a F2F meeting
 Thank them for their time today and for the
upcoming appointment
 Follow up

7
 Answer the telephone with a proper business
phone greeting
 Use techniques such as paraphrasing and
summarizing to keep phone calls on track
 Think and prioritize as you speak
 Close and Summarize the overall call
 Note down important points

8
Cold Calling

 Cold calling is still alive and up and running in

2009. How effective you are with it depends on the
fact and recognizing ―We are in 2009‖ and we need
to align our methods with prospect buying
behavior.

9
 Aggressively target your buyers
 Invest in research
 Warm up every cold call
 Craft a good script — and use it
 Learn to work with gatekeepers
 Practice, Practice, Practice..
 Customize your delivery

10
 A good script can help you clench a deal
 Use the prospect‘s name, in the form of a question
as your opening line
 Identify yourself
 State the purpose of your call
 Build a benefit statement that tells your prospect
precisely what he will get out of talking/meeting
with you
 Maintain self-control by knowing what you want
out of the call and asking the questions you need
to ask to get there

11
 Many times, vendor preferences are established
well before the budget or timing is clear, and to
miss that early window of entry sometimes means
missing the deal altogether.

 Know the BANT

◦ Budget
◦ Authority
◦ Need
◦ Timeline

12
 It's important not to "make-up" conditions for your
prospect base that unnecessarily impacts your
results.
 Calling on Mondays is a bad idea, or calling on
Fridays, or calling too late in the day...
 Don‘t loose time, take your chances and keep
learning and keep adapting

13
 Voicemail is a form of communication similar to
email or text messages
 Don't let the one-way aspect of voicemail keep you
from exploiting its benefits
 People do listen to voicemail, and you can use it to
your advantage
 You can test the effectiveness of your voicemail by
using your voicemail script to call your own phone
number and leave yourself a message
 Listen carefully to it and then ask yourself the
question, ―Would you call yourself back?‖

14
 Discovery based conversations work, pushy sales
calls don‗t
 Most people don't like getting "sales" calls, but they
are perfectly willing to have a conversation to see if
something would be a fit for them
 Try to know who you're calling
 Anyone appreciates when you know enough about
them to speak to specific areas they might be
challenged with

15
Feel successful Act successful Be successful

 Focus on the customers‘ needs-not your wants

 ―Go the extra mile‖
 Be enthusiastic
 Always use the prospect/client‘s name
 Keep records of all calls
 Keep your promises
 Follow up relentlessly
 SMILE
 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 to a competition
 Reward yourself when you reach ―your‖ target or
goal
 Have belief in YOU and YOUR Products
(enthusIASM – I am sold myself)
 Knowledge breeds confidence
 Uncertainty breeds uncertainty
 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
 Listen to the customer carefully
 You will pick up buying signals and signs of
interest the more you listen
 God has given us two ears and one mouth, use
them in that order!
 Find out all you can about your customer
 Avoid interrupting
 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
 In traditional Telephone selling
60

50

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

0
Communication
 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
 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?‖
 P roper
 P lanning
 P revents
 P athetically
 P oor
 P erformance
 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
 Types of incoming calls:
 Orders ,Complaints,Sales Leads,General Enquiries
 Types of outgoing calls:
 Sales Calls,Seminar/Event Confirmations,Customer
Service,Inform Your Customers of New Developments

Remember :
 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
7 steps to ending calls correctly:

 Confirm with the caller on the agreed details

 Thank them for the call/enquiry/sale/lead etc
 Look forward to the next call
 Ask for help (If appropriate)
 Leave on a pleasant note
 Say goodbye
 Put the phone down last
 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
How professional, confident and friendly do you sound on phone
on a scale of 1-10?
(Record yourself on a tape recorder and ask yourself ―Would you
buy from you?‖)

1. Do you know at least 4 ways to build rapport on the telephone?

2. What is your introductory line that grabs the prospect‘s attention?
3. Do you know the questions to ask that will make the prospect
want to do business with you immediately?
4. Have you prepared a script that can express what you have to
offer with absolute clarity and impact? If not, do you know the
winning formula for writing one that works?
5. Are you reaching the decision maker easily?
6. How prepared are you with your answers to every objection that
presents itself?

29
7. Are you asking for referrals after every call and do you know the
best way to ask?
8. Do you ensure you have a positive attitude in your voice on every
call?
9. Do you have the voicemail message to leave that has them
rushing to return your call?
10. Do you have a system that keeps track of all your follow ups?

11. Do you know what to say to get the best response when
following up a mail out?
12. Do you know on average how many calls and contacts you have
to make before you make a sale or an appointment?
(If you cannot measure it, you cannot improve it)
13. Do you do cold calls each day before any other job?

(if your answer is ―no‖,there may be some call reluctance going on)

30