What is telesales? Telesales is direct means of engaging potential clients and customers via a telephone.
Characteristics of telesales the interaction is initiated by the sales person The objective of the call is decided by the caller The time of the call is decided by the caller The cost of the call is decided by the caller
Benefits of telesales It helps save money by reducing travelling cost It helps save time It allows you to communicate with the prospective customers in order parts of the country It creates direct communications and interactions unlike emails
Categories of telesales Depending on the aim of the call, we can group telesales into 3 categories Lead qualification call: this call is done to purposely find out the interest, and other information about the potential clients to know whether your products can satisfy their needs
Categories continue Lead generation call: this is done to determine the degree of interest of the potential clients and to set a face- face meeting with the manager. Sales call: is done to persuade a customer to buy a product or service
The effectiveness of any telesales depends on 3 vital skills that is Listening Delivering a clear message Controlling the tone of voice
Listening Is used to determine if the customer understands, have interest and understand your feelings related to the sale of the product or services. When listening hear what is being said, emphasize, analyze what is being said and finally respond to what has been said
Listening continue When listening, you should; 1. Hear from the other side 2. Do not let your feelings prevent you from hearing 3. Do not interrupt when the other person is speaking Obstacles of listening 1. Interference from the environment 2. Individual attention span 3. Bad signals from telephones
Delivering a clear message The meaning of every message is derived from your body language, tone of voice, and words. But on the telephone the meaning of a message is obtained from the tone of voice( which is 75%) & the word (15%). The content of your message should be easy to follow. Sentence should be short, exact and in simple language.
On the phone, the meaning of a message is obtained by
Tone of voice Comprises of inflection, pitch and pace Inflection: emphasizes certain words. Inflection is used to draw listener’s attention to certain aspects of a message. Pitch: is relative to frequency. Pace: refers to the number of words spoken over a given period of time.
Stages of telesales STAGE 1 Get pass the gatekeepers To do that; - Know their names and use it - Ask them to help you - Ask to speak to anybody in the department that interacts with customers and suppliers - You can even ask to speak to the decision makers directly
Stages of telesales STAGE 2 Catch the prospect’s interest - opening: introduce yourself - Use direct value statement - Permission to continue to the next stage STAGE 3 Investigation - Ask questions what the client is currently using to satisfy his/her needs - Ask them what they are not satisfy about - Ask them how the want the perfect product/ services
Stages of telesales STAGE 4 Making the sales presentation STAGE 5 Overcoming objections - Pause - Acknowledge - Isolate
Stages of telesales STAGE 6 Respond STAGE 7 Closing - Direct technique - Alternative technique - Difficulty technique
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