Telemarketing Skills

A Two-Day Training Course

Course Aims

This course has been designed to develop the delegate's skills in the marketing and selling of goods and services by means of the telephone.

This course will enable delegates to:

• Understand and demonstrate the skills needed in order to conduct a successful telemarketing campaign.
• Understand and demonstrate how to develop a telephone call plan.
• Understand and demonstrate how to develop a relationship with a customer on the telephone.

Course Outline

Conducting a successful telemarketing campaign

• Who is the customer?
• Customer 'segments'
• Customer characteristics
• S.E.E.K. out the differences
• The buying process
• Benefit selling
• I.D.E.A.S. on needs
• Communication skills
• Active listening
• A quiz
• Control with words
• Using positive words
• Asking the right questions
• The power of the voice

Developing a telephone call plan

• The call plan
• Physical preparation
• The environment
• The customer
• Mental preparation
• Call objective
• Attitude

Developing a relationship with a customer on the telephone

• Call initiation/introduction
• Inbound calls
• Outbound calls
• An effective introduction
• Difficult beginnings
• An appropriate greeting
• Needs definition
• Defining customer needs
• Needs confirmation
• Presenting solutions
• Transition statements
• Does the solution suit the customer?
• Questions, Queries and Concerns
• Confirm what the customer is saying
• The four categories of Questions, Queries and Concerns

Agreement

• Getting more than a 'Yes'
• Parting with a purpose

Target Audience

This course will be of benefit to all those members of an organisation who work in telemarketing, telesales or telephone based customer services; and will be of particular interest to telemarketing campaign planners, telephone skills trainers as well as tele-service operators.

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