Telephone Sales Mastery Outbound Agenda
Agenda
Custom-Built Outbound Skills that Work!
Our TSM Outbound program is usually fully customized because your outbound calls are likely very different from anyone else’s calls, even from your competitors who are calling in the same space. We will rebuild each skill as needed, including adding best practices for Verification and other requirements, if they are part of your calls.
Day One
Module One: Sales Fundamentals for Outbound Success
Breaking Outbound Calling into a few simple Categories for great results
- 7 Key Principles of Success for Outbound Calling
- Early Call "Derailers" and How To Avoid Them
- Outbound Success: It's All About the Connection
- Peak, Intermediate and Minimum Call Goals (for B2B and non-autodialer environments)
- Overview of the TSM Outbound Calling Strategy
- Avoiding Early and Late Call Objections
Module Two: The Call Opening
Being intentional and effective from the start of the Outbound call
- Outbound Calling: What's your Value Proposition?
- Five Ways to Connect with callers instantly in the Call Opening
- The Preemptive Statement for preventing Initial Objections
- Creating Your Purpose Value Statement (part of the Great Greeting)
- The Outbound "Great Greeting" process
- Team Activity: Teams create all the steps to the Great Greeting process
- Role Play Activity: Individuals demonstrate the Great Greeting
Module Three: Initial Objections
Redirect early-call objections and keep the caller on the line
- Initial Objections Defined: ("Not interested." "No time to talk.")
- Activity: List your Common Initial Objections
- Strong Acknowledging for Initial Objections
- The Return Phrase for refocusing the client's attention
- Activity: Create great responses for common Initial Objections
- The Initial Objections process
- Team Activity: Teams create a complete Initial Objections process dialogue
- Role Play Actviity: Individuals demonstrate the Great Greeting and Initial Objections process
Module Four: Effective Discovery Dialogues
Uncovering hidden needs that make the client want to buy
- Should we still be asking questions on an Outbound Call? (Yes!)
- Ineffective Questioning Strategies and their Consequences
- Five Best Quick-Question Types
- Validating Comments-Preventing Questioning from becoming an Interrogation
- Non-Verbals for Better Discovery Dialogues
- Key Questioning Strategies for uncovering Interests, Needs and Hot Buttons
- Team Activity: Teams build their own complete Discovery dialogue
- Role Play Activity: Individuals demonstrate a complete Discovery dialogue
Day Two
Module Five: Presenting Your Solution
Bringing your products and services to life in the client's mind
- The "Irrelevant Pitch" and how to avoid it
- Implied vs. Expressed Value
- 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 Six: Assertive Closing
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 Seven: Late-Call 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 Objections Process
Additional Modules Available (No additional fees)
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.
Up-Selling and Cross-Selling: This is a great skill set if you are calling on existing clients and want to sell them additional products (or upgraded products). We will build your modules and skills to establish the client's satisfaction with the current product, then introduce the new product as a great opportunity to gain even more Value.
