Telephone Sales Mastery Inbound
Agenda
This is an example agenda. Every client's final agenda is different due to customization. We can also break the program into half-day or quarter-day chunks in case your scheduling circumstances require agents to participate in smaller bites.
Day One
- Greetings and Rapport-Building
It all starts here. Participants learn the most effective ways to Greet clients and make them feel comfortable, immediately engaged and interested. During the module, participants build the Ultimate Greeting and Initial-Rapport Building dialogue using both basic (e.g. Thank Caller) and advanced (Loyalty Statements) techniques. Additionally, "Positioning Statements" prepare the client for our questions so we can dive deeper into their real world. By the end, agents understand how this improved greeting sets the sale up, right from the start. - Uncovering All The Needs
This module has powerful tools for all types of sales dialogues, whether service-to-sales, straight inbound sales or cross-selling and up-selling. Agents learn a series of advanced questioning techniques that put them in the drivers' seat as they learn about client needs. Agents that correctly employ these tools uncover hidden needs, circumstances and key interests which enable them to present a complete, tailored recommendation. - Presenting Solutions
Agents learn how to present their products as "true solutions" instead of product pitches (same product - big difference in how the client hears it). Clients learn how our products are going to enhance their lives/businesses in a client-engaging presentation, complete with examples of the product in use in the client's real world. Agents learn how to tie back to specific questions, building urgency to buy - today!
Day Two
- Best Practices for Cross-Selling/Up-Selling
For centers that regularly cross-sell to additional products (or up-sell to higher-value/higher-priced products), this module is a must. Agents learn how to leverage their information-gathering and effectively transition into the appropriate type of sale. Product Value ties back to the needs assessment and illustrates the worthiness of spending more money than the customer initially expected. - Assertive Closing
There is no point in exciting the client about a product if we are not going to give them a chance to buy. Participants learn the main reasons for Closing Hesitancy and how it can ruin sales careers. The module then illustrates how quickly and easily agents can get the product into the caller's hands, and the benefits of doing so right away. The Assertive Close, a great way to give the client the chance to say "Yes", is trained and practiced thoroughly. - Late-Call Objections
This module introduces better responses for all your Late-Call Objections. Whether price, economy, competition or procrastination, TSM has professional, empathetic responses for all of them. The Value For Objections process is the vehicle used for all responses. As its name implies, agents learn how to outweigh caller objections with additional Value. This produces much better results than "out-arguing a caller", which can only turn into a "No" and an angry client.
Additional Modules Available (No additional fees)
Transitioning From Service To Sales: Ideal for customer service centers, this module trains struggling agents on how to move from a pure service discussion to a service-to-sales dialogue. Participants learn the key places on a call where Discovery questions and product Presentations should take place, as well as simple and effective techniques for Closing.
Selling Boldly in Tough Economies: This module shows agents great ways to turn difficult selling situations into the best opportunities. Agents learn that selling boldly (not aggressively) is the only way to be successful in this difficult selling environment. The module shows sales people how to leverage their questioning skills to bring about a greater need for their product.
Presenting Complex Products: Some sales are more difficult due to the complexity of the product. This module provides a strategic formula for laying out the best features and their associated benefits so clients hear all critical product value drivers.
Successful Negotiation Techniques: Some prices are flexible and agents need to have the right perspective about negotiating to make a sale. Historically, sales people will give away much more than they need to when closing. This module provides a proven formula for reducing our price effectively and in stages - both to ensure a sale and maintain proper value-for-dollar perspective for the client.
Pricing
- 2-day Workshop: $7900.00
- Multiple courses booked at one time: $6500.00 per workshop
- 12-Participant Maximum per workshop.
- For centers with more than 50 agents, ask us about our License pricing for complete ownership of the program – no more per-workshop fees.
- Travel is additional.
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.
