Module 1

The telephone is often your first point of contact with new customers and a medium through which a significant proportion of the business relationship is conducted. Maximising its effectiveness requires both planning and strong interpersonal skills.

OBJECTIVES:

By the end of the course participants will be able to:

• Manage their sales activity effectively.
• Use NLP to build rapport with prospects.
• Lead generate.
• Undertake cold calls.
• Overcome customer objections and use them to enhance the selling opportunity.
• Qualify an existing database of prospects.
• Up sell and cross sell products and services into existing or new accounts.
• The telephone is often your first point of contract with new customers and a medium through which a significant proportion of the business relationship is conducted. Maximising its effectiveness requires both planning and strong interpersonal skills.

CONTENT:

Introduction

• What is the role of a sales person.
• Time management and effective use of listening and language.
• The six motivators of sales people - handling negativity.

Personality Types

• The four key personality types - Extroverts, Aimiables, Pragmatists, Analytical.
• NLP.
• Mirroring behaviour to build rapport.

The Call

• Opening with benefits statement.
• Using open and closed ended questions to fact find Drive and Dynamism.
• Building a script - Reason, Task, Action.

Overcoming Objections

• Gaining agreement and commitment from the customer.
• Post-call management.
• How to stay motivated.
• Building a pipeline.
• Working a database.
• Protecting your customers from your competitors.