customers – COMPETAD

COURSE DESCRIPTION

A Telemarketing call can either make or break a company’s success. Because of this, it is very important that frontline staff members engaged in Telesales have the basic knowledge and skill on how to properly handle outbound calls in order to build the right image for your company. This training module provides ample information and application thru practice on key ingredients that make up a successful Telesales call to ensure that your staff members are equipped with what they need to succeed.

METHODOLOGY

The session shall be a mixture of interactive discussion and exercises geared to ensure that your associates does not only know how to make effective telesales call, they also have the skill to apply the knowledge when they perform these activities.

OBJECTIVES

After going thru this training, the participants are expected to:

Learn the step-by-step process of an outbound Telemarketing call.
Review etiquette in making outbound calls.
Learn to keep your customers on the phone
Learn basic Objection Handling Techniques

TRAINING OUTLINE

Getting Ready for Telemarketing
Understanding What It Takes
Reflective Assessment (SWOT)
Telephonetiquette
The image of Your Voice
Greeting Your Customer
Respecting Your Customer’s Time

III. Keeping Your Customer on the Phone (Rapport Building)

Vocal Tone
Positive Phrasing
Listening to Your Customer (And how to show it)
The ABC of Objection Handling
Acknowledgement
Bridging
Closing the Deal
Call Simulation

Please fill the information below should you wish to register to any of our public training schedules.

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Course Description:

Most sales professionals think they are negotiating when in fact they are only bargaining. Is there a difference? Obviously! This is because bargaining is only one part of negotiating. The end result is most sales professionals get a poorer deal than they deserve.

Make no mistake about it; customers are going to negotiate even harder than ever before in the current difficult market conditions. The inability to negotiate properly is going to be very expensive to the supplier company.

COURSE OBJECTIVES:

The overall objective of this two-day session is to impart the essential negotiation competencies to secure businesses on improved terms and conditions. It will also ensure that sales professionals are not “taken for a ride” by their customers.

WHO SHOULD ATTEND:

This course is designed for those responsible for planning, analysis, control, and direction of the sales organization. Representative titles include vice president or director of sales, vice president or director of sales and marketing, national sales manager, branch managers, account managers and seasoned regional sales managers and account executives, sales representatives. This session is equally applicable for those managing sales processes for services/products.

COURSE OUTLINE:

Morning Session

The business case to negotiate
Comparing negotiation with other resolution methods
Common pitfalls that sales professionals fall into and how to avoid them
The use of power in negotiation
When NOT to negotiate
Understanding own negotiation tendencies
Strategies to improve and move away from our tendencies
The phases of negotiation
The 3 Ps
Principles that good negotiators use
Knowing where your product/company stand in the customer’s eyes and implication on negotiation strategy