How to succeed at Telesales

What is an Entrepreneur?
Entrepreneur n. a business man
or woman of positive disposition who
attempts to make profit from opportunities
by risk, initiative and guidance from
2-small-business.com

In this presentation
By the end of this presentation, you will be able to:
Adopt the right attitude
Drive yourself to success
Have belief in yourself
Never Assume
Develop good verbal skills
Be prepared
Handle all calls professionally
Close each call professionally
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
Focus on the customers needs not your wants
Go the extra mile
Always use the prospect/clients name
Keep records of all calls
Keep your promises
Follow up relentlessly
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 you do what you do, because
I am sold myself

1. Adopt the Right attitude (Contd.)
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
(enthusIASM I am sold myself)
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
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
3. Have belief in yourself (Contd.)
4. Never ASSUME
Listen to the customer carefully
NEVER ASSUME, for if you do -
You make an ASS out of U and ME
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 theyll 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
0
10
20
30
40
50
60
the words we
say
the way we say
them
non verbal
signals
%
Communication
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 CANT see YOU
You cant demonstrate a product
You cant show them literature
They cant see that you are sincere
(Be polite and courteous at all times!)
You cant 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
Dont Shout
Dont mumble
Dont 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 wouldnt you?,
isnt it? and wont you?

5. Develop good verbal skills
6. Be prepared
P roper
P lanning
P revents
P athetically
P oor
P erformance
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 companys 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
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

7. Handle all calls professionally
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 dont 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
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