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Telephone Sales and Negotiation Techniques
On the phone, you have little time to create a useful exchange. Prepare a relevant opening, qualify needs and guide the conversation towards a concrete next step. Develop structured prospecting and objection handling tailored to the person you are speaking with.
- Duration
- 2 days 14 hours
- Code
- VEN01FR Code
Presentation
Telephone prospecting and sales are a fast, effective way to promote your company, products and services, secure appointments and, above all, increase turnover. However, selling by phone cannot be improvised: it is a profession requiring know-how, method and practice. It may not be your sales team's preferred approach, yet telesales is one of the most cost-effective prospecting methods, offering an excellent return on investment.
This telephone sales course helps participants acquire winning sales techniques and the right responses for every situation.
Objectives
By the end of the course, participants will be able to:
- Prospect effectively by phone.
- Develop a sales pitch.
- Convey a company image focused on customer satisfaction and loyalty.
- Secure qualified appointments.
- Position themselves in a competitive environment.
- Defend their terms and prices.
Program
TELEPHONE PROSPECTING
- The principles of telephone sales.
- The advantages of using the phone for prospecting and sales.
- How customers perceive telephone contact.
- The characteristics of communication.
- The stages of telephone sales.
- Preparing the call: techniques and methods.
- Psychological preparation for selling.
- The stages of initial contact: capturing attention and creating a positive impression immediately.
- What you must avoid saying on the phone.
SALES TECHNIQUES AND HANDLING OBJECTIONS
- Discovering a customer's needs and motivations.
- Different types of questions.
- The rules of effective listening on the phone.
- Paraphrasing the customer's situation, expectations and objectives.
- Selling a complete solution: selling the benefit rather than simply the product or service.
- Building a structured argument.
- Responding to a customer's objections and challenges.
- The overall attitude to adopt.
- Types of responses to objections.
- Managing stress on the phone.
CUSTOMER SATISFACTION AND LOYALTY
- Closing the sale.
- When to close: recognising and interpreting the signs.
- Handling price objections and negotiating commercial terms.
- Closing techniques.
- Ending the sales call: agreeing follow-up for both parties and checking customer satisfaction.
- Thanking the customer and saying goodbye.
- Building customer loyalty: following up on sales agreements and keeping telephone follow-up records current.
Audience
This course is intended for:
- Telesales and telephone prospecting staff.
- Sales assistants.
- Sales administration assistants.
- Field and office-based sales representatives.
- Anyone responsible for selling or promoting products or services by phone.
Prerequisites
No prerequisites are required.
Teaching and assessment methods
- Initial skills assessment
- Training materials provided to participants
- Continuous assessment throughout the course
- End-of-course feedback questionnaire
- Combination of theory and practical application
- Attendance records
- Post-course follow-up evaluation
- Practical exercises
Course highlights
Dates and sessions
Choose the date and delivery format that suit you.
No upcoming sessions are currently available.