Telephone Sales Mastery Inbound
Agenda
Custom-Built Program Focused on the Following Skill Sets
Each client’s Telephone Mastery Program will be built primarily from the following skills sets. We will bring in other skills and best practices, based on your Call Types (Verification best practices, Transitioning from a Service call to a Sales Offer, Closing for Appointments vs. Closing for a Sale, etc.). Every TSM program is different and targeted to your common telephone dialogues.
Day One
Module One: Fundamentals of Inbound Selling Excellence
The Starting Point for Sales People and the foundation of the course
- 10 Key Principles of Selling
- Study data on why buyers buy (or don’t buy)
- Connecting with your Customer – the earlier the better
- Common Inbound Selling Mistakes
- The Road to long-term Sales Success
- Skills Inventory-Knowing your Personal Strengths and Struggles
- Goal-Setting-Course Goals, Daily and Weekly Goals
Module Two: The Call Opening
Skills that Connect us with Callers while we establish Call Control
- The Importance of the Call Opening
- Common Call Opening Mistakes and Solutions
- Establishing Call Control
- Setting Peak, Intermediate & Minimum Call Goals
- Connecting-Being Interesting and Interested
- Call Opening Non-Verbal best practices
- The “Great Greeting” Process
- Team Activity: Teams create their own Great Greeting dialogue
- Role Play Activity: Individuals demonstrate the Great Greeting
Module Three: Discovery Skills
Uncovering the real reasons clients want to buy- Why do we ask Questions?
- Ineffective Questioning Strategies and their Consequences
- Five Best Practice Question Types
- Validating Comments-Preventing Discoveries from becoming Interrogations
- Non-Verbals for the Discovery Dialogue
- Key Questioning Strategies for uncovering Interests, Needs and Hot Buttons
- Questioning skills for Confirming Needs and Summarizing the dialogue
- Team Activity: Teams build their own complete Discovery Dialogue
- Role Play Activity: Individuals demonstrate Discovery Strategies
Day Two
Module Four: Presenting Solutions
Bringing your products and services to life in the client’s mind
- The “Irrelevant Pitch” and how to avoid it
- Implied vs. Expressed Value
- Refocusing the client’s attention after Discovery
- Tying product offers to Learned Needs
- Turning Features into Solutions
- Features, Value and Value Drivers
- Activity: Identify your Key Features and create Value Statements
- The Feature-Function-Value Statement
- Creating “FFV Scenarios”
- Team Activity: Teams create complete Discovery/FFV Scenarios
- Role Play Activity: Individuals demonstrate a complete Discovery and FFV Scenario
Module Five: Assertively Closing for the Sale
Being bold and inviting the client to become an owner of your product
- Being Assertive (bold and excited) vs. Aggressive (pushy and bullying)
- We have earned the right to ask them to Buy!
- Common Closing Bad Habits
- The Assertive Close
- Additional Closing Techniques
- Team Activity: Teams create Assertive Closing dialogues
- Role Play Activity: Individuals demonstrate multiple Closing techniques
Module Six: Responding to Objections
Mastering the skill of Outweighing the Objection instead of Out-Arguing the Caller
- Why Should We try to respond to Objections?
- Your Common Late-Call Objections
- Uncovering the often hidden Primary Concern
- Confirming Interest in Buying
- Strong Acknowledge Statements for Objections
- The Value for Objections Process
- 3 Elements for an Excellent Objection Response
- Sample Best Practice Responses for Common Objections
- Responses for Price Objections
- Responses for "Have to talk to the Wife/Boss"
- Responses for "Can you e-mail me some info?"
- Responses for "I need to think about it"
- Team Activity: Teams create effective Objection Responses
- Role Play Activity: Individuals demonstrate the Value for Objection Process
Final Major Role Play
After a preparation break, the group is broken into teams. Each team will role play the entire TSM Sales Process in individual role play activities. Case scenarios are provided as well as various job aids to make this role play activity a success.
Get Started Now!
Contact us today to discuss your center’s goals and challenges and whether TSM Inbound is the right fit for your center. We will present the best way to implement TSM Inbound in your center and provide you with a detailed rollout plan.