Selling on the phone

Seminar-training

Goal

Improve the communication skills oriented towards service and selling on the phone
Master and improve the conversational structure of selling with the client. Improve the etiquette of the phone conversation
Understand the reasons why clients are unsatisfied and to understand what they expect from an employee. Learn to recognize the "difficult" client
To master methods for conflict resolution and stress management
To know one’s skills, advantages and potential in talks with the clients
Obtain motivation, conviction of one’s ability, consolidate the obtained knowledge in independent work

Target audience – up to 12 participants in the group

Methods

Seminar – training with active involvement of the participants, discussions and exchange of experience
Role playing – audio training situation modeling, playing out situations, analysis, feedback
Listening to the company audio materials and analyzing them together
Assertiveness training
Practical exercises. Individual and group work
Prior to the seminar – questionnaires, creation of situations for the video training – maximally close to reality. If necessary, after the seminar – feedback and recommendations

Time – 2 days

Content

Goals and motivation

The declared and hidden (the expected attitude) goals and motives of the client, their discovery
The goals and results of communication. Employee goals and motivation
Attitude towards the clients. Ways of expressing attitude. The conflictual attitude
The "Difficult client". Where and how does it originate? Psychological barriers, possibilities of removing them
Client typologies
Preconditions

Telemarketing. Possibilities of using it. Advantages and drawbacks
Work on the phone

Etiquette of the phone conversation. Permitted departures from the etiquette
Recommendations for a successful phone conversation
What to say and not to say on the phone. The most frequent mistakes when speaking on the phone
Voice. How to use your voice? Psychological preparation. Environment. Materials
The structure of the sales conversation

Preparing for the conversation
Beginning of the conversation. How to start a conversation with the client? Possible variants

Greeting, introducing oneself, informing of the goal of the conversation

Finding out the interests and needs of the client. Questions. Their influence on the client. Active listening

Discovering, arousing and developing needs
Questions, models for asking them (open- closed, SPIN model)

Offer. Argumentation. Choice of arguments
Work with objections. Causes of objections. Methods of rebutting objections
Directing towards a decision. Conclusion of the conversation
Additional selling
Further action. Establishing long-term relationships with clients
Situāciju modelēšana, audio treniņš – uz pārdošanu vērsta komunikācija. Atgriezeniskā saite
An insight into stress management

Causes and manifestations of stress. Emotional resistance. Recognizing stereotypes, methods of "discharging". Emotional manipulations, the most effective individual ways of defense
Situation modeling, audio training – communication oriented towards selling. Feedback

Trainer – Kaspars Savickis