Anyone who uses the telephone to talk to customers can generate more revenues, profits and income after
attending this TWO-DAY seminar.
Here is what you will learn to do:
Grow profitable sales Apply
our SYSTEM to create Win-Win situations when dealing with angry customers Find prospects and convert them to
customers Build relationships and avoid
creating interpersonal issues Provide real VALUE to your
customers by understanding their needs Deal effectively with price
issues Close more accounts Increase
customer retention Manage your time better by
utilizing Microsoft Outlook Penetrate on cold-calls Up-sell, Cross-sell and bundle
complementary products
In addition to the essential customer service and telephone courtesy techniques
John Mitchell provides a system to create win/win situations when dealing with
angry customers; new tools and techniques for phone workers to manage time more
effectively; and ideas for growing sales in a down economy. This two-day program
has extensive role-playing on both days where you will practice the
techniques that are presented.
You will learn specific techniques to increase sales and profits during inbound and
outbound calls. Get the secrets to penetrating accounts on the phone. We will show you how
to generate positive energy events with angry customers. You will learn the techniques
necessary to hold the line on price. We will show you how to translate your product's
features into "What's In It For Me" statements for the customer. Attendees will
get practical, useful tips that can be put to work immediately. Typical enrollees include
customer service reps, order-desk personnel, technical support liaisons, will-call/counter
workers, tele-marketers and accounts receivable persons.
Discounted rates for custom programs at your facility are available
In our public seminars we limit the class size to 12 persons, so you get
personalized treatment. Each
class includes discussion about your situation and John Mitchell does everything possible
to tailor the program to your needs.
Seminar
Content - Two Day Program
Most companies do a pretty good job of teaching their sales people the
technical aspects of their job. We specialize in teaching them the softer
aspects of their job.... managing time and managing
relationships. (To open and then print our brochure in PDF format
click here: "Inside
Sales Excellence")
Introduction: Market model; Purchase facilitators; Readiness-To-Buy
curve; Understanding the Purchase
Cycle; Distribution
of prospects for our products. Inside Sales Excellence:
Defining inside sales excellence and the importance of customers. Understanding customer service; The value
of customers; The cost of getting new customers; The
cost of keeping customers; Why customers stop being
customers. Profits: Understanding
the importance of profits; Techniques to grow profits
Understanding Behavior: Recognizing
different types of people and how to react to them. Motivation
theory; Types of people; Styles of
people; Right and left brain; How to
recognize right and left brain people; Do's and don'ts for
right and left brain people. Role-playing in this segment. Added-Value Selling:
Learning about your customer to understand his needs; Providing real value
to your customer with
your products and services.
Value-Added Selling:
Using your own experience, professionalism and other unique personal
characteristics to provide real value to your customer. Being Professional:
Getting customers to ask for you; Forbidden phrases;
Excuses may make matters worse; Voice
mail; Knowing your product; Being
enthusiastic; Providing Value; Developing
empathy; Getting others to help; Being dependable; Handling
stress. Role-playing
in this segment.
Tele-Courtesy: Projecting a great
image and attitude. How to answer the phone properly. Being Pro-Sonal; Projecting
image and attitude; Phone etiquette; Listening; How to put someone on hold; How
to transfer someone; How to get someone back on track; Your
voice; Voice qualities checklist; Grammar
and diction; Being humorous; Accents
and non-English callers. Phone Psychology
Process: Using a
systematic method to handle callers and generate positive energy. Greeting; Acknowledgment;
Fact finding; Solution proposal; Acceptance
confirmation; Follow-Up. Role-playing
in this segment.
Win/Win With Angry And Abusive Customers:
Reversing bad situations. Problem definition and solution;
Complaints are good; Helpful hints in
dealing with angry customers; Complaint types; Complaint
resolution; Recommended ways to repair damaged
relationships; Making it right and knowing your
limitations; Abusive callers. Role-playing in this segment. Transaction Excellence: Getting
it right the first time, tips and techniques. Being easy to do
business with; The cost of errors and claims; Systems;
E-Commerce; Increasing accuracy; Educating
your customers; Dependable delivery; Certified
internal quality control; Inter-department quality
control.
Starting A Sale: Using
strategies and skills to grow profitable sales. Learn how to up-sell and
cross-sell on inbound calls. Inbound telephone sales strategy;
Outbound telephone sales strategy; Unique
selling advantage statements; WIIFM statements; Sales
opportunities for CSR’s; Ways to make calls more
successful; Summarizing; Your
proposal.
Closing: Two types of closing: "Activity Closing" and
"Preferred Supplier Closing". Dealing with price effectively;
Overcoming objections; Dealing with rejection Phone Sales Process:
Understanding the proper technique to make outbound calls. Sample scripts
and the "Call Process Chart" are provided and demonstrated. Role-playing
in this segment.
Selling In A Down Economy: Using new and creative techniques such as
Strategic Linkages, Problem solving, Adding Value, Lead follow-up, Old accounts,
Sharing successes, Team selling, New markets, Auto-contacting, Up-Selling and
Cross Selling, Holding the line on price; Re-Evaluating Assumptions
Managing Your Time: Developing
plans & goals; Using Microsoft Outlook and synchronizing with a PDA for
your calendar, To-Do-List, Contacts and Email. Scheduling activities based on priority.
Crisis/Priority Quadrants; Batching your activities;
Scheduling based on priorities; Being
organized.
Tools Of The Trade: Specifying a
great work station design, time savers, computers and software. Comfortable
and efficient work station; Call recording management book;
Calendar - Organizer; Catalog display rack;
Microsoft Outlook; Palm Pilots and other PDA's; Computer
and printer; Word processing software; Spreadsheet
software; Database software; Other
software; Call logs;
Survey sheets
Counter Courtesy: Techniques
that can be employed by will-call counter personnel to improve their
inter-personal interactions.
Common Problems To Avoid: Examples of problems commonly
caused by phone workers.
Grow profitable sales
Seminar
Content - Two Day Program