Outbound Telephone Sales Training - Call Center Training Solutions

Telephone Sales Mastery Outbound 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. 

What's Your Sales Potential?

From time to time, we promote some of our clients’ success stories.  One of our health care clients in the Medicaid space asked us to improve the amount of doctors’ appointments they were able to set each day. 

After reviewing their situation, we all agreed that a higher number of daily appointments was very possible.  Some of the factors included are below.

  • The Medicaid member often missed appointments due to transportation, being too busy, forgetting or several other key issues.
  • The health care agent was always professional, but not necessarily "warm," so not easy for the member to trust.
  • The agent was too nice.  If the member said, “I’ll make sure I set a doctor’s appointment,” the agent stopped there, even though they knew many of the members would not follow through.

We introduced a two-fold approach. 

#1: Become way more “endearing.” Try treating the member like our own grandmother or aunt (lovingly and patiently even when they were frustrated with the organization), sounding a lot more concerned on behalf of the member. 

#2: Become much bolder about setting the appointment.  Take this off the member’s hands so they have one less thing to worry about.  Make it sound easy for us to do it and be more assumptive.

The end result has been wonderful.  This team averaged about 26 appointments per month prior to their TSM Outbound training.  In the first full month out of the training, they achieved 230 appointments – crazy good!  We expected it to go well, but the team blew our minds. 

All client results vary and these results are not traditional, but when the upside is very high, we can achieve great results together.


Ask Us for Referrals

Not sure if Call Center Training Solutions' courses are really going to work in your center? Ask us for referrals.  We will be happy to provide you with a few clients to speak with.  They can tell you about their successful experiences with our programs and even share tips they learned during their center's implementation.