Course objectives
On completing this programme, participants will be able to:

• describe the advantages of selling over the phone
• differentiate between the three basic types of sales call
• prepare effectively- both practically and personally- for sales calls
• use their words and voice to communicate effectively with buyers
• get past reception and through to the buyer
• make an effective "canvassing call"
• make a "product presentation call"
• make a "closing call"

Course Content
Advantages of telephone selling. Which products and services are telesales suited to? Any exceptions? What you need to be good at telephone selling.

Getting past the gatekeepers- switchboard, reception and secretaries.

Know your product and service. Key features and benefits. Main competition.
Common questions and sticking points.

Personal preparation. Organising yourself, your records, your notes, your system, your day. Getting into the right frame of mind, positive emotional states and anchors.

Language and voice. Spoken and unspoken messages, creating a professional impression. Friendly, but not "in your face", business-like but not cold.

Questioning and listening- the two basic skills in sales communication.

Three types of sales call- the canvassing call, the presentation call, the closing. Purpose and process of each, step by step