Telesales Techniques
Selling face to face is
different from telesales. The
main role of a telesales person
is to generate sales either from
incoming calls or by outbound
calling. In some the objective
is to make appointment and in
others it is to make
appointments for the direct
sales force.
There are key personal qualities
that are essential for telesales
work
1. Self Motivation
2. Determination
3. Sense of Humour
4. Self Esteem
5. Professionalism
6. Enthusiasm
7. Persistence
8. Flexibility
9. Quick thinking
10. Thick skinned
The Customer judges the company
by
1. How quickly the telephone is
answered
2. Initial Greeting
3. The voice of the telesales
person
These 3 creates an impression in
the mind of the caller. Many
customers judge the company and
its products by the way the call
is handled. We can influence a
Customer to do business with
your Company by learning and
applying a few simple rules.
When we use the telephone
professionally we create the
climate in which new customers
want to do business with, and
existing customers want to
continue to do business.
Our job becomes more and more
rewarding as customers respond
positively to a more
professional approach. The
easiest way to start selling on
the telephone is to consider the
customer, their needs,
preference, and emotions. You
have to develop a Positive
Mental Attitude. Treat each
customer as the most important
person. Always think to yourself
that they are doing us a favor
by giving us an opportunity to
do business. Never argue with
the customer. Know your
customers as well as the
products.
Sales and Service are the two
sides of the same coin. So any
company that wants to be
successful you need extremely
good telesales people who have
great customer service skills.
Satisfying customers is actually
about meeting their needs. As a
Service giver you are faced with
challenge of meeting their
needs.
Good service is meeting people's
needs in a way that exceeds
their expectations. Your goal is
to Serve the Customer at all
times.
Selling is all about helping
people to buy. The more you try
to sell the less people will
likely to buy. Never sell, help
people make good decisions.
People buy for variety of
reasons. So it is your
responsibility to meet their
expectations. People do not buy
a product or service. They buy
what a product or service can do
for them. People do not buy
features they buy benefits.
As a telesales person you should
know the following
1. Know what your product can
do.
2. Believe in what you are
selling.
3. Find out what the Customer
wants.
4. Share the Customer's point of
view.
5. Find the Solution to his
problem.
The telesales Process at a
glance
1. Structure a telesales Plan,
Set telesales Objectives, Use
Structure, Preparation.
2. The first 30 to 40 seconds is
very important. As the time is
very limited you have to quickly
move to the next stage, that is
creating a sale. Once you have
got the initial information, you
need to quickly present
solutions and benefits.
3. Building opportunities,
Building rapport, identifying
the problem, finding a solution.
4. Offer Solutions
5. Sell Benefits
6. Handle questions
7. Handle objections
8. Ask for commitment
9. Confirm details
The telephone is a necessary
evil to communicate and to do
business with.
By: Winston Saga