SMART Sessions Professional Selling on the Telephone (0) gaining rapport and influencing through the phone Professional Selling on the Telephone

SMART Sessions Professional Selling on the Telephone (0) style  fast paced overview  hints and tips  slides on-line  short exercises  discussions

SMART Sessions Professional Selling on the Telephone (0) topics  How to gain rapport on the telephone  How to structure our conversation  What information to seek out and what information to give  Closing: How to make an agreement which sticks

SMART Sessions Professional Selling on the Telephone (0) How to Gain Rapport on the Telephone

SMART Sessions Professional Selling on the Telephone (0) communication  tone and words are more important than in normal communications

SMART Sessions Professional Selling on the Telephone (0) needs of the caller  To be recognised and remembered  To feel valued  To feel appreciated  To feel respected  To feel understood  To feel comfortable about a want or need

SMART Sessions Professional Selling on the Telephone (0) steps for service 1.Professionalism 2.Speedy Responses 3.Accurate Information 4.Genuine Concern 5.Reliable Follow-through

SMART Sessions Professional Selling on the Telephone (0) turn negative into positive  “She’s not in yet.”  “It’s a computer problem.”  “Your file must be lost.”  “That’s not my job.”  “We never received your letter.” what statements would you prefer rather than the above?

SMART Sessions Professional Selling on the Telephone (0) How to Structure our Conversation

SMART Sessions Professional Selling on the Telephone (0) structure Tips for professionalism: ask permission to ask questions summarise and ask ‘anything else?’ make noises when they are speaking keep notes on personal data slow down your speech slightly if the conversation is going to be too long, explain how you are going to research and get back to them

SMART Sessions Professional Selling on the Telephone (0) Seeking and Giving Information

SMART Sessions Professional Selling on the Telephone (0) developing the sale Information to SeekInformation to Give what is driving the decision? who else is involved? what are the long term goals? what are their customers demanding? how would they like to review Prodrive’s service to them? upcoming events new product releases press releases new staff / colleagues new process which will help them offers / incentives

SMART Sessions Professional Selling on the Telephone (0) signs of an angry caller  High-pitch speech  Long pauses  Sighs  Demands  Short-terse answers  Volume gets louder

SMART Sessions Professional Selling on the Telephone (0) steps for dealing with anger 1. Deal with feelings first. Listen and respond with empathy. 2. Ask questions to get specifics about the complaint 3. Summarise caller’s problem to get agreement 4. Offer a choice of alternatives to fix the problem 5. Let the customer decide which alternative to use 6. Follow through on what you agree to do 7. When possible, do something extra Information to seek: feelings, events which triggered, their experience, their expectations Information to give: summary, alternatives, clarity on next steps

SMART Sessions Professional Selling on the Telephone (0) Closing the Call

SMART Sessions Professional Selling on the Telephone (0) closing  Be positive  End with something personal if you can (to help them remember you)  Be clear on actions and meet expectation  Commit to follow up

SMART Sessions Professional Selling on the Telephone (0) Professional Selling on the Telephone Thank You