Introduction
From first impressions to winning the order – how to become a ‘smooth operator’! Getting the balance between skills, motivation and product knowledge is essential. Our course modules are based on all three.

Sometimes it can be difficult to justify your team being away for one or two days when you are required to meet business objectives on a weekly basis. The concept of the JIT approach to training is to support your ongoing needs by focusing each individual upon one area at a time. In just one 90 minute module every participant can develop a new attitude/skill that they will benefit from immediately.

Typical Objectives:

	Recognising best practice - identifying skills your team are already using to form the basis of building new techniques
	Getting to the decision maker
	Developing new telesales skills - helping your sales team learn new skills smoothly and easily
	Questioning techniques to identify exact customer needs
	Negotiating techniques to close the sale
	Identifying ways of improving their service and develop a plan of action

Sample Programme
Maintaining the Gain - changing behaviour takes time and there is a risk that, without follow up, your Sales Advisors will resort to their old ways. We work in partnership with your ‘in-house’ coaching team, to explore ways to continuously improve the sales targets.

Outline

	Welcome and introduction
	We explore what makes excellent telesales professionals
	Getting past the gate keeper
	Gaining Attention and establishing rapport
	Analysing non-verbal communication, in particular voice, projection and pace
	Securing Interest through open/closed questions and probing techniques
	Uncovering customer’s pains and converting them into needs
	Promoting your offering and presenting solutions
	Dealing with objections
	Closing the call and capitalising on the sale by recognising buying signals
	Picking yourself up after a ‘No’
	Action Planning

Activities to consider:

	Call Reluctance
	Emotional Intelligence
	Influencing Skills
	Negotiation

Satisfaction
Rating
2007

Download our paper
Return on Investment