Course summary

Selling by phone requires an additional group of skills to those for face to face selling. Not only can the customer’s body language (which is 55% of our impact) not be read, but equally the customer has no visual stimulus. He relies therefore, on the descriptive statements and vocal tones. To successfully achieve this requires preparation and an understanding of how different customers react.

Whilst there are skills related solely to the telephone, champion sales people are also highly skilled in the keys of selling, have an understanding of why customers buy and how to make them say “yes” and place an order. This course covers both skill sets as they are inseparable in selling.

What you will learn

• Getting into the mind of the customer
• Why a customer should buy
• Understanding the benefits of questions
• Never lead without following
• No pain, no gain, no sale
• Features, advantages and benefits
• Using the formula AIDA
• How to overcome objections before they happen
• Why price should never be an issue

Who should attend?

All sales staff that use the phone, plus anyone in selling as the skills are fundamental to all sales people.

Workshop Timetable

9am Welcome and coffee
9.15am Introductions and objectives
             Five personal attributes needed
             Understanding your customer
             What are filters and barriers?
             No pain, no gain, no sale
             Are you Michael Parkinson or Jonathon Ross?

11am   Break

11.15amThe structure of a sales call – AIDA
               Introduction and opening statement
               Questioning techniques to gather information and establish need

1pm        Lunch

1.45pm  AIDA continued
              Features, benefits, and unique selling points
              Matching needs to benefits
              Presenting price 
              Verbal buying signals

3pm       Break

3.15pm  Anticipating and overcoming objections
              Dealing with your fears
              Decision makers and gatekeepers
              Closing - the sweetest sound

4.30pm Summary and close