Inbound Telesales

Training Objectives

By the end of this course the delegates will be able to:

• Develop excellent listening and questioning skills
• Know what makes a great incoming sales call
• Developing the best techniques for outgoing sales calls
• Be able to generate more leads and prospects
• Work with a telesales process that focuses on motivating the customer to buy by choice
• Understand what is the best way to handle objections
• Learn how to present the solution – in a way which is clearly linked to the customer’s need
• Learn closing techniques and what sort of closer you are and what are the best closes for you to use
• Gain experience through role plays on the course

Module Outlines

Module 1: Incoming Calls – Being the Best

• Opening & Ice Breaker
• Pre-assessment
• High level questioning skills
• Creative listening skills that get real answers; identifying the need
• Influencing Skills
• Attitude, mindset, beliefs
• Managing mindsets
• Phone Etiquette Rules For Sales Calls
• Preparation and Building Rapport
• Speaking Clearly – Tone of Voice
• Exercises

Module 2: Outgoing Calls – Being the Best

• Defining Buying Motives – Why should the customer buy from you
• Features, benefits and matching benefits
• What do your competitors offer
• Follow up and warm calls strategies
• Cold calling – best approaches
• Prospecting (lead management and referral)
• Outbound telephone sales calling model
• Exercises

Module 3: Winning More Business on the Telephone

• The sales process meets the buying process
• Improving Qualification (When to use open and closed questions)
• Your most common objections
• The Price Objection (10 things the customer could mean when they raise the price objection. How to handle them effectively
• Activity: Respond to objections and excuses
• Importance of summarizing
• Closing the Sale
• The Roleplay cards

‘Customized Learning

Leap To Success is offering a variety of learning options to meet current realities and can be adapted to suit your business needs. These options include variants of online, blended and on-site course formats.

Face To Face Learning

Enabling you to have a face to face interactive and engaging learning experiences led by renowned industry experts and thought leaders with extensive practical experience who will employ a variety of interactive learning techniques, including short high-impact videos, case studies, assessments, role plays, in addition to on-going support.

Virtual Learning Labs

Interactive online learning held in real-time using Zoom and are led by international subject matter experts who incorporate case studies, breakout rooms, guided practice, simulations and discussions to maximise your learning experience.

General Methodology

Similar to any L2S training program, this program offers an interactive learning experience in which will allow the delegates to reflect on their learning through an informative, indulging, and fun classroom experience. The design of the training session focuses on the following attributes.

• Concrete Experience: The delegates will learn by doing
• Reflective Observation: Reflecting on the newly experienced skill-set
• Abstract Conceptualization: Developing deeper understanding to the learned concepts
• Active Experimentation: providing the delegates with realistic tools that can be tested in the real life.

Case studies will be customized to cover client’s specific operations

Specific Methodology

To effectively execute this program and to ensure that the end result is being achieved L2S specific training methodology in Telesales Skills and Practices is as explained in the below stages:

Stage 1: Designing the Training Event

During this stage L2S will be assessing the learning needs from the determined objectives. Simultaneously consider practicality. In addition L2S will consider the group’s learning style in order to identify which style of learning is most suitable. During this stage L2S as well will capture a real problematic incidents reflecting on the real work environment.

Stage 2: During the training

The course design is based on the following methodology

• Role plays
• Focus Sessions
• Case Studies
• Group Problem Solving
• Exercises, and activities, and Energizers will be considered.

Stage 3: Post the Training

Post the training program delegates will be given an action plan along with a worksheet that includes the key learning points. Also L2S will design a Leader’s Tool Kit (LTK) for this particular module. The LTK helps the direct managers to evaluate the key learning points discussed during the training and allows to monitor the progress of his/her employees post the training course.

Coaching To Support Learning

Post the training program delegates will be given coaching sessions to achieve the following objectives:

• Support and reinforce behavior change after learning telesales skills
• Support delegates in taking action and using telesales training concepts and practices back on their job