Telephone Sales Mastery

Telephone Sales Mastery
Turning your Service Center into a Profit Center!


Telephone Sales Mastery is the top sales training
workshop for generating substantial increases
in sales and customer retention.

Overview:

Telephone Sales Mastery is a set of selling skills that help telephone associates use natural
dialogue while directing calls toward more selling opportunities. Sales associates and
callers appreciate Telephone Sales Mastery skills because they result in organized,
informative telephone calls that don't linger on unnecessarily. By applying Telephone Sales
Mastery skills, sales people will increase their sales, average revenue per sale and keep
customers using the products they buy longer.

Whether your telephone associates handle service requests first and then transition to a
sales offer, or they cross-sell and up-sell on inbound sales inquiries, Telephone Sales
Mastery Inbound will be just what they need. Telephone Sales Mastery Inbound shows
telephone sales associates how to identify needs quickly, transition to sales, make value-rich
product offers, close presumptively and handle caller objections or hesitancy, all in a short
time period. Sales will go up and average call handle times will go down. Your associates
will communicate more effectively than ever before, and your callers will appreciate the
confident, upbeat way they hear about new products and services.

Today, successful telephone professionals use Telephone Sales Mastery . They’re able to
keep control on the telephone, limit their talk time and communicate lots of value, all while
respecting the customer’s need for bottom-line information. Telephone Sales Mastery shows
telephone professionals how to sell more while maintaining a light, friendly approach with
callers.

Click Here for 6 Facts about Telephones Sales Mastery


Telephone Sales Mastery will improve or eliminate the following issues:
• Sales results are not meeting or exceeding targeted levels.
• Your center(s) don't promote and manage to a series of selling "best practices."
• Your telephone associates don't know how to or don't like to cross-sell or up-sell.
• Sales associates struggle when trying to transition from service to sales.
• Average offer rates are much too low.
• Telephone associates don't believe that they should be trying to sell the caller
anything that he/she didn't call in to inquire about.
• Call lengths are too high due to sales associates taking too long to explain product
offers.
• Sales associates are not clear, succinct and value-rich when making product offers.
• Sales associates are timid when attempting to close.
• Sales associates have difficulty with caller objections, often not even attempting to
handle them before disconnecting with the caller.
• Supervisors do not spend enough time on the floor coaching sales associates.


Additional Benefits of Telephone Sales Mastery

Participants Learn to Use Natural Dialogue:
Participants learn to use their own natural dialogue when speaking to callers. While
employing Telephone Sales Mastery skills, it is this relaxed chat with callers - never slang or
loose talk - that gives callers a sense of comfort and familiarity.
Telephone Sales Mastery

Skills are Easy to Learn and Quick to Implement:
These skills work because they are all easy to learn and very quick to deliver. Most take under
15 seconds. This is vital on the phone because callers have an internal clock reminding
them not to stay on the phone too long with sales people.

Average Call Handle Times Usually Decrease:
Because of the quick nature of each individual skill, average call handle times tend to drop in
almost every case. This makes Telephone Sales Mastery an easier "sell" to upper
management.

Skills Were All Designed in the Contact Center World:
Telephone Sales Mastery is the opposite of "consultative selling." Sales people don't try to
open long, exploratory conversations because callers simply won't play along. Skills like
Quick-Questioning and Presumptive Closing are intended specifically for the telephone sales
world.

Practice Truly Makes Perfect:
Telephone Sales Mastery , like all our courses, is role-play intensive. Participants spend a
great deal of time in each module practicing the key skill set. This means your sales people
will hit the phones ready to implement the new skills.

Telephone Sales Mastery Skills are Great for Coaching and Observing:
In every module there is one or two critical processes, or skill sets. Each one is a two to four-
step process. Because they are so organized, it is easy for coaches and quality assurance
personnel to listen for them and effectively coach sales people.


Additional Information about Telephone Sales Mastery

Number of Participants:

We stress a maximum of ten participants. This allows for the greatest interaction and practice
for each participant. We can add more participants, but the quality of the interaction and the
degree of learning will decrease.

Interactive Nature of the Training:

Long, tedious lectures bore us, too. All our training workshops are interactive, keeping
participants involved and learning throughout the session. We accomplish this by using both
discussion questions and quick questions that keep the training moving. The facilitation
never turns into runaway, time-robbing discussions, and everyone stays focused.

"No-Strings" License:

We can deliver Telephone Sales Mastery with our instructors, or you can purchase the
course license and have unlimited use of Telephone Sales Mastery . We offer a thorough,
four-day instructor certification as well as extensive support materials. These include a wide
variety of media, handouts, participant guides and the very best facilitator guide available. You
also receive a CD ROM with every file included so you can print additional materials for all
your future training courses. We have created everything in PowerPoint so your trainers do not
have to learn additional desktop publishing software like PageMaker or Quark Express. Once
you purchase the license you don't pay us even a penny more for the use of the course, ever.


8 Modules of Proven Sales Skills

Each module includes instruction, discussions, examples, trainer demonstrations, team
activities and lots of role-playing to make sure your telephone professionals can use their
new skills immediately.

Below is an overview of the course content. For more information, contact us!

Module 1: Overview of Telephone Sales Mastery

Module One offers an in-depth look at the entire Telephone Sales Mastery process flow and
its key components. This serves to both gain the participants’ buy-in and prepare them for the
various sets of selling skills.

Module 2: Expert Servicing that Makes Selling Easier

Many customer service centers are now asking their people to sell. Module Two shows just
how important great servicing is to the sales process. Too many callers become “lost
causes” simply because they didn’t feel satisfied with the service.

Module 3: “Quick-Questioning” Techniques

Sales people bore callers with questions that take too long to think about and answer.
Module Three focuses on “quick-questioning,” brief, effective questions that help callers
answer quickly. This reduces talk time and maintains momentum.

Module 4: Transitioning to an Offer

Once a service request has been handled employees must effectively transition to a sales
offer without losing the caller. Module Four introduces a number of brief, powerful transitional
statements that gain the callers’ attention and keep them on the line.

Module 5: B.A.T. Statements

Benefit/Application/Testimonial Statements have proven to be the very best way to present
product offers. Callers buy more frequently when they know exactly how a product will work in
their lives and hear about others that are already benefiting.

Module 6: Presumptive Closing

Most sales are lost at the very end of the call because the sales person hesitated when
closing or closed ineffectively. Presumptive closes encourage the customer to buy while
reducing the emphasis on the closing attempt itself.

Module 7: Objections: Maintaining the Offer

Telephone selling and objections go and in hand. We don't get one without the other. This
module introduces reasons why telephone sales people should try to work through
objections and how this strategy is just as beneficial to the caller. Participants also learn and
practice the Process for Maintaining The Offer. Telephone Sales Mastery instructs sales
people not to try to overcome objections with reasoning and more selling (we call this "out-
arguing" the caller). This is usually ineffective on the phones. Instead participants learn how
to refocus the conversation back on the value of the offer without having to invalidate the
caller's objection.

Module 8: Objections: Fallback Offers

Once a sales person has attempted to work through the objection using the process
mentioned above, he/she can also make a Fallback Offer. A Fallback is usually a lower-
priced, reduced-feature offer. Fallback Offers are often successful because callers see them
as a real bargain compared to the original Offer. In this module participants learn and
practice the Fallback Offer Process and build offer strategies. An offer strategy is a
recommended order of offers that sales people use as their guideline for making Fallbacks.





6 Facts about TELEPHONE SALES MASTERY


1) Telephone Sales Mastery is defined as a positive customer contact experience in
which the telephone associate controls or directs the customer interaction down a path
that provides the greatest sales opportunity.

2) Telephone Sales Mastery is beneficial to both the telephone sales person and the
caller.

Using these proven techniques telephone associates can inform callers about the value of
their products in a more organized, value-rich process. Callers appreciate the use of
Telephone Sales Mastery because they hear things that are more focused on them and
more appealing to them and don't have to spend a long time on the telephone.

3) There are two versions of Telephone Sales Mastery .

The 'Inbound' version trains customer service representatives and inbound telephone
sales people how to sell more effectively in less time. This course is great for service reps
that still don't feel like it's their job to sell. 'I wasn't hired to sell,' will no longer be a complaint
in your center after implementing Telephone Sales Mastery . Click here for more information
on Telephone Sales Mastery for Inbound Reps

The 'Outbound' version offers a complete calling system for outbound telemarketers.
Telephone sales people will peak callers' interest more quickly and effectively and produce
far more sales for the same amount of calls. This course is excellent for all types of
outbound telephone selling. Click here for more information on Telephone Sales Mastery
for Outbound Reps


4) Telephone Sales Mastery and its associated coaching courses offer a complete
solution for your call center. The courses are provide solutions for:

a. Your telephone sales people
b. Your floor supervisors and managers
c. Your telephone associates when they coach other associates. (we call these 'peer
coaches' or 'champions.')


5) As part of the Telephone Sales Mastery umbrella, we offer Managing Telephone Sales
Mastery for your floor supervisors and managers, Champions of Telephone Sales
Mastery to help you develop a peer-to-peer coaching program and Call Center Sales
Management, an excellent floor sales coaching course for your supervisors if you are
happy with your current telephone sales process.


6) Implementing Telephone Sales Mastery will increase your call center’s sales results
right away, and will build a solid foundation upon which you can increase your sales
expectations for years to come.