Telephone Sales Mastery Outbound 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
1. Generating Immediate Buyer Interest
This module introduces Key Greeting Skills & Instant Rapport Skills. Participants also learn ways to Reduce Early-Call Tension and use the powerful Preemptive Statement to keep callers from hanging up or trying a Reflexive Objection.
2. Reflexive Objections
Some callers may still say “I’m too busy to talk right now.” In this module, participants learn how to redirect these early-call objections, keeping the caller on the line – and listening! Callers do not get upset and tension remains low, which means we can still have a productive dialogue.
3. Needs Identification
We introduce a powerful tool called Quick-Questioning skills. Participants learn how to get to know the caller and identify hidden Needs/Goals – all in 20 seconds or less. This module’s questioning techniques are completely different (and more phone friendly) than other sales training models and perfect for the fast pace of outbound calling. (If your sales dialogue offers more time to the agent we can build in even bolder, more urgency-building Needs Identification skills.)
4. Presenting Your Solution
Sales people learn to present their product as a solution to the caller’s Need or Goal. The module introduces the Single-Strong-Appeal for delivering a single, powerful recommendation and multiple tools to bring products to life and build callers’ urgency to buy today.
Day Two
5. 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.
6. Assertive Closing
There is no point in compelling the caller to buy if we are not going to give them the chance. In this module, sales people illustrate how quickly and easily they can get the product into the caller’s hands, and the benefit of doing so right away. A simple agreement (no “permission-focused closing”) from the caller and the sale has been completed. We refer to this process as the Assertive Close.
7. 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)
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.
