Archive for the ‘sales development training’ Category

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Benefit selling on the phone

Friday, February 18th, 2011

Benefit selling on the phone is really important. You only have 4 seconds to make that impact, and at that point the customer or client will decide whether to mentally switch off from what they were doing and ‘engage’ with you.

So you have to make it sound attractive.

Benefit selling on the telephone is key to effective selling

Benefit selling on the phone - Master it - for better results

Make your call stand out from the crowd. Make them want to sit up and pay attention. Talk specifics where you can. Inane phrases such as “we’re one of the leading suppliers in the UK of ‘blah-blah’” doesn’t cut it any more. Anyone can say that and many do. However saying we supply 40 of the FTSE Top 100 companies would make me sit up and take notice. So would “we are the only company in the UK who offers a full 5 year warranty on our products” as would “we are the second largest company in the UK who ……”

Work on identifying what makes your company or products stand out from the crowd. Then nail it. Say it frequently and often (is that the same thing?!)

That’s the reason special offers and campaigns work. There is a benefit from buying it from me today!

Also use evocative adjectives to describe your products. Words like New, extended the range of, improved, now come with ……… and even ‘exciting’ if you feel comfortable using it are all words that will motivate the customer to want to listen. And if you achieve that, you’re half way there. The best of luck.

To Market runs a range of telephone sales courses all across the Midlands : Birmingham, Leicester, Coventry, Derby, Nottingham, Northampton, Kettering, Corby, Wellingborough, Coalville, Milton Keynes covering this subject and a range of communications skills topics. Find our more here http://www.tomarket.co.uk/courses.php

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Posted in Cold calling, communication skills, sales development training, Selling advice, telemarketing, Telemarketing management, telephone techniques, telesales, Telesales team assessment, telesales team management, Telesales tips | 1 Comment »

Telephone selling in commodity markets – ask for the order

Friday, November 26th, 2010

Telephone selling in commodity markets – ask for the order.

You may well work in some form of commodity market. I always feel selling in these situations is particularly challenging. You don’t get much chance to use your selling skills, and certainly limited opportunities to talk benefits. The customer is simply doing a phone round, and frankly unless you’re the cheapest – the lowest price, you’re unlikely to get the order. This may make you feel a bit downhearted like the lady in the picture below. 

Ask for the order - telephone sales tip
Ask for the order – telephone sales tip

It is important though to remember to ask for the order. Basic advice I know, but how often is it neglected? Especially when you’re already conditioned to think that they won’t want to buy from you, at least not until they’ve completed a phone round.

I was recently sat with a client who is in a commodity selling market. We have carried out a range of training and one of the key things has been to get the team of 7 to ask for the order whenever they quote. The client proudly told me that the team has generated 13% more sales in the 3 months since training than in the 3 months before! Admittedly this is not all down to the team just asking this one question. We’ve done a fair amount of training, and the client has also been proactive in developing more attractive packages and training on product knowledge. However a 13% increase in sales volume is good – however it has been achieved.
Part of my advice was to ensure that the question – asking for the order accompanied requests for quotes. Then back it up with a benefit statement. So it might sound like this “OK, I can supply that for you at £120 per kilo, and we can have it delivered for you by the day after tomorrow. Would you like me to organise that for you?”  After all, remember the old maxim if you don’t ask they can’t say yes!
You might be expecting a fob-off, but ask the question anyway, you’ll be surprised how many times it works. And what’s the worst that will happen? They’ll give you the fob-off anyway. Remember customers just want life to be made easy for them. And sometimes, they can’t really be bothered to carry on phoning around especially if what they may save is fairly small beer.
Remember fortune favours the brave! So be brave and you will be rewarded. Enjoy your selling.
To Market runs telephone sales, telemarketing and customer service training courses across the East Midlands, Peterborough, Cambridge, Leicester, Northampton, Derby, Nottingham, Kettering, Corby, Wellingborough, Coventry, Birmingham, Lichfield, Solihull, Peterborough, Wolverhampton, West Midlands, Milton Keynes, Lincoln, East Midlands as well as wider parts of Leicestershire, Northamptonshire, Cambridgeshire, Suffolk, Buckinghamshire, Warwickshire, Nottinghamshire and Derbyshire.

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Posted in Field sales training, sales development training, Selling advice, telephone techniques, telesales, Telesales tips | No Comments »

Telesales training Coventry – testimonials

Friday, November 19th, 2010

Telesales training Coventry – testimonials. Read about what some of the delegates on our courses have to say about the interactive 2 day telephone selling courses we run. We ran a telesales telephone techniques course recently for a Coventry based company in the I.T. services industry. They supply hardware, software and support packages. We had a lively couple of days and they made some interesting comments …..

Brad thought “practising sales conversations on the tape recorder was helpful.”
Andy wrote “Very good course, & very well presented, didn’t lose concentration once!”  He’d like our follow up work on “overcoming blocks and objections.”
Elizabeth noted “I feel this course has helped me understand a bit better, what and how I should be doing my sales job.” 
Jason said “..you were friendly and personable”
Telephone sales course Coventry
Telephone sales course Coventry
We’re looking forward to working with these guys again. If you are in Coventry and are interested in some ideas for how you can advance and develop your customer service, telephone sales, internal sales or telemarketing team give us a call. We’ll come to you, you supply us with the coffee and we can talk through some ideas. E-mail us at info@tomarket.co.uk
I.T. industry sales and customer service training run in Leicester, Coventry, Northampton, Birmingham, Derby, Nottingham, Cambridge and Peterborough.

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Posted in Cold calling, communication skills, sales development training, telemarketing, Telemarketing management, telephone techniques, telesales, Telesales tips | No Comments »

Telesales masterclass – 14th & 15th December 2010

Tuesday, November 9th, 2010

Our final 2 day telesales masterclass will run on 14th & 15th December 2010 in Northamptonshire or Leicestershire.

telesales training - 2 day Masterclass - Leicestershire / Northamptonshire

telesales training - 2 day Masterclass - Leicestershire / Northamptonshire

We’ve chosen these dates as clients tell us things often get a bit quieter just before Christmas and as a result it is a better time for training.  This course will cover all the key elements of communication skills and how to structure an effective sales call. We’ll be covering top tips and techniques for dealing with objections, listening skills, questioning skills – what the different questions are, when to use them and how to structure a powerful telephone sales call around good questioning. Add into that an introduction to the 2 stage process for directing the conversation, and a couple of hours on how to structure powerful telesales and telemarketing calls and you have the basic tools to make sure you convert more opportunities that come your way on the phone. Contact us for more details on 01858 461148. You can download a copy of a telesales course schedule directly from the site http://www.tomarket.co.uk/course-schedules.php 

This 2 day course is ideal for anyone in Derby, Nottingham, Coventry, Leicester, Birmingham, Cambridge, Peterborough, Northampton, Kettering, Corby, Wellingborough, Oadby, Market Harborough, Hinckley, Oakham, Warwick, Leamington Spa, Stratford on Avon as well as wider parts of Leicestershire, Northamptonshire, West Midlands and East Midlands. BOOK NOW for places on  14th - 15th December 2010 course.

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Posted in Cold calling, communication skills, Forthcoming courses, Overcoming objections, sales development training, telemarketing, telephone techniques, telesales, telesales team management | No Comments »

Telesales closing – it’s only a question that’s all

Monday, November 8th, 2010

Telesales closing technniques. It’s easy really, it’s only a question that’s all.

Closing techniques for telesales - easy really

Closing techniques for telesales - easy really

I am often asked about closing tips and techniques for telesales and telemarketing people when clients commission me to run training courses for their sales teams. Sometimes people tell me that their sales team doesn’t close well enough, or that they are frightened of the close. Frightened of what ? Asking a question ? Surely not ?

No, the close should be the natural extension of the conversation you are having with the person you are talking to. The key to effective closing is really about doing the other bits right first. The only reason you should be going for the close, where you ask the prospect for their commitment is because you’ve done everything else and you think they should say yes.

The earlier parts of the sales process are where you ask questions at the identifying needs stage. Your questioning skills and listening skills are the most important elements here. Once you’ve listened to, and got clear about what the prospect’s needs really are, you can then offer your matching statements by telling them how you offer a product or service that matches their requirements. This will frequently involve reinforcing the fact that their requirements are entirely logical and that is why you offer that product or service.

You use the seek and speak circle to control the conversation, and benefit statements to create interest and hopefully a little excitement. That is the quality that will ultimately make them decide to commit NOW – today. This is what you want to aim for.

If you’re getting the right signs and the right level of interest, then you simply ask the question. There are many ways of doing this and your words will need to fit the situation, but they should sound soft and consensual, “Ok, so is this what you want to go for then ?” or “Shall I go ahead and set them up for you now ?” or “great let’s start the ball rolling then shall we ?”

The close really is only a question, nothing more, nothing less. Do your groundwork properly first, and greater conversion rates will be yours! The world definitely has room for one more superstar.

To Market runs telephone sales, telemarketing and customer service training courses across the East Midlands, Peterborough, Cambridge, Leicester, Northampton, Derby, Nottingham, Kettering, Corby, Wellingborough, Coventry, Birmingham, Lichfield, Solihull, Peterborough, Wolverhampton, West Midlands, Milton Keynes, Lincoln, East Midlands as well as wider parts of Leicestershire, Northamptonshire, Cambridgeshire, Suffolk, Buckinghamshire, Warwickshire, Nottinghamshire and Derbyshire

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Posted in Cold calling, Field sales training, sales development training, Selling advice, telemarketing, telephone techniques, telesales | 1 Comment »

7 tips on how to make cold calls

Monday, August 2nd, 2010

7 tips on how to make cold calls. Need to make cold calls, but after some tips?

Making cold calls is an integral and therefore important part of growing your business. If you want new customers, you have to approach them for the first time (at some point !) If they come through advertising great, but if not, you’re going to have to pick the phone up and make that call. OK, so here’s some ideas on how to do it …….

 

Cold calling is an integral part of generating new business

Cold calling is an integral part of generating new business

1.  Remove the stigma of thinking of it as a cold call. It is just another business call that’s all. And remember everybody is your customer, it’s just that some of them haven’t bought from you yet.

2. Don’t have a script to use verbatim, but do have a call guide. A list of questions you ideally want to ask, and some words for the key message or messages you want to get across.

3.  Your main focus initially on the call should be to engage with the decision-maker on a human level, forget “trying to sell” for a moment and work to build a rapport, just as you would socially. Your first aim is to get them to warm to you.

 4.   Make sure your call is relevant to the target person, or make it relevant. If you can’t – don’t make the call, you’ll be wasting your time.

 5.   Be aware that as little as 5-20% of the impact of your communication comes from the words you use. The rest comes from the way you say it. So make sure you sound enthusiastic and believe in what you do. Refer to Jamie Oliver, Gok Wan and Mary Portas for details!

6.     Learn from every call you make. You’ll find phrases that people seem to respond well to, and perhaps benefits that don’t light people up. Change your approach as you learn.

 7.   Keep a record of all your call activity. So this includes number of calls, how many you get through to, and who you need to diarise for future contact. This will motivate you more even when you’re not getting the results. “At least I can see I’ve made 100 calls today ……..” Not every call gets you the perfect result, but sure as eggs is eggs, if you don’t make those 100 calls, you won’t get any of the perfect results!

 The best of luck.

To Market carries out telesales training and cold call training for teams across the West Midlands, East Midlands, as wll as Northampton, Leicester, Nottingham, Derby, Coventry, Birmingham, Wellingborough, Kettering, Corby, St Ives, Cambridge, Newmarket, Oakham, Uppingham, Loughborough, Warwick, Stratford on Avon, Leamington Spa plus Northamptonshire, Leicestershire, Warwickshire and Suffolk.

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Posted in business growth, owner managers directors, sales development training, Selling advice, small business marketing, telemarketing, telephone techniques | No Comments »

The magic ingredient that will help you get on in life – ENTHUSIASM

Friday, June 25th, 2010

The magic ingredient that will help you get on in life is ENTHUSIASM and it’s close associate ENERGY.

I often sit there watching TV at night wondering what makes those who offer us advice on all manner of aspects of our life, celebrities. Is it that they’re the most highly qualified in their field? Not usually. Are they the brightest or most experienced? Again not necessarily. But what they all possess in common is enthusiasm for what they do and energy around doing it. This is especially true of the TV chefs. I always think people like Jamie Oliver and Rick Stein really love what they do. The cynic may say, well yes “if I was earning what they were earning, I could be enthusiastic too.” But of course it doesn’t happen that way round does it? You have to put the effort in first and loads of energy, then the rewards will come. Ok, that’s the moralising over!

Enthusiasm and energy are what will get you waht you want from life

Enthusiasm and energy are what will get you what you want from life

If you’re selling your business to others as a business owner or director or you’re employed in a sales position, it is really important – vital in fact that you’re communication  reflects this positive attitude and strong belief.

Those of you who have already been on one of courses and done the work on ‘Expression, Energy and Emphasis’ will know that you can tell 40+ things about a total stranger from the opening 6 words of a telephone conversation! Remember grey, red, pink & fluffy and the brown man ?!

The energy in your voice will say more about you than you will ever realise. Make it part of your power of attraction. Jamie does.

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Posted in communication skills, Independent audit of telemarketing team, sales development training, Selling advice, telemarketing, Telemarketing management, telephone techniques, telesales, telesales team management, Telesales tips | No Comments »

Make sure your telesales team is targeted on what you are targeted on

Friday, May 7th, 2010

Make sure your telesales team is targeted on what you are targeted on. Obvious advice in theory, but not every organisation with a telesales or telemarketing team follows this. It can be easy to dismiss the need to do this on the basis that the management looks after the commercial elements for instance.  We have worked with companies in the past who only target their team on sales and then have to manage a large volume of unprofitable orders.

Make sure your telesales targets reflect corporate goals

Make sure your telesales targets reflect corporate goals

We’re just starting a programme with a client just outside Birmingham who has a large team selling items business to business over the phone. We carried out a team audit with them recently (more details of team audits at www.tomarket.co.uk/teamaudits.php.)

The team actively promotes the fact that the goods are free on approval and “if you don’t want them, we’ll simply pick them up from you free of charge.” Also phrases such as “no obligation” appear frequently. Clearly this strategy is intended to get as many products out as possible which is great – but there is no sense of them being selective at all with who they mail out to. The result is that the company feels that too much of it’s sales activity is unprofitable.

The team is targeted on products sent out. It doesn’t take into account how many products come back.

It is really important that you understand what your business needs and ensure at least some of this is fed through to the telesales or telemarketing team on the front line. It pays to make sure everyone shoulders the responsibility for the overall success of the company. And the danger of keeping any part of  your team in the dark is that first they don’t understand what is important to the organisation they are working for, and worst they may not realise that what they are doing is counterproductive. Furthermore, how can you ever discipline someone for poor performance if they have every reason to believe they’re doing a good job?

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Posted in benchmarking telesales teams, Commission schemes, Independent audit of telemarketing team, sales development training, telemarketing, Telemarketing management, Telesales team assessment, telesales team management, Telesales tips | No Comments »

Why do sales people fail to close ?

Friday, April 23rd, 2010

Why do sales people fail to close ? This is a question we spotted on a forum recently and it is an interesting question. With over 140 responses so far it has clearly got the juices going.

The key reason why sales people don’t close effectively is out of fear. They either don’t ask the question at all, or ask it at the wrong time.

Closing the sale - is all about overcoming the fear of rejection

Closing the sale - is all about overcoming the fear of rejection

For a sales person to close at the right time, all they need to do is understand where they are in the process and trust themselves and the process.

As a rule of thumb it is a good idea to open the prospect up by asking them some open questions (so that’s your 7 ‘W’s.) Then just listen attentively and pick up on both what they are saying and how they’re saying it. This will allow you to decide which aspects of your product or service are most relevant to them. You support this with some benefit statements explaining clearly and concisely why this is what they need – and then you watch for buying signals. Once you get a buying signal, the close should be the natural and logical next step.

And it should be remembered that the close is simply a question that’s all. No great drama, it’s just a closed question.

 If they decline at this stage you merely go back to asking questions to uncover more about their needs. To ask the question at the wrong time means you’ve not used the above process accurately enough.

Finally, remember that “everyone lives by selling something” so there should be no great shame attached to going for the close.

Like most things be relaxed, remember you’re a human, relate to them as a human and the close and successful selling should become a natural ‘next step.’

To Market offers telephone sales training, telesales training, telemarketing training for companies across the Midlands ; Leicester, Northampton, Kettering, Wellingborough, Coventry, Birmingham, Daventry, Melton Mowbray, Cambridge, Newmarket, Warwick, Stratford on Avon, Leamington Spa, Loughborough, Nottingham, Derby, Solihull, Lichfield, and wider parts of Leicestershire, Northamptonshire, Warwickshire, Suffolk plus the East and West Midlands

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Posted in Field sales training, sales development training, Selling advice, telemarketing, telephone techniques, telesales, telesales team management, Telesales tips | No Comments »

Befriend the gatekeeper – it’s the only way !

Friday, March 26th, 2010

Befriend the gatekeeper – it’s the only way ! Honestly, it is !

Gatekeepers, receptionists, secretaries, PAs can be the bane of your life to any aspiring telemarketing or telesales person, and this is a hot topic when we discuss telesales or telemarketing training with clients. However it is important to remember a few truths.

Befriending gatekeepers - get them onside

Befriending gatekeepers - get them onside

First the gatekeeper has all the power. They decide whether they are going to put you through or not. So why take them on ? No point.

And like anyone else they will respond better to people they warm to. Be friendly and human with them. This doesn’t mean talking about lots of random “I’m trying to be your best friend” type of stuff either.

Use words like help, advise, suggest as this subtley shows that you respect their position. “I know Phil Smith is busy, but can you RECOMMEND the best time to get hold of him ?” You may be surprised how many times these types of approaches work.

Always be polite and respectful, and it will get you more of what you want.

If you speak to the gatekeeper a lot, then it is fine to develop a more social relationship – ask them about their holiday etc, but never do this if it may be considered to be inappropriate.

Getting past the gatekeeper is one of the hot topics at the moment on telesales and telemarketing courses, and so we are looking to include this in a series of short, sharp training sessions we will be running, monthly 2 hour open course training over a 12 month period. These will be offered to businesses across Birmingham, Solihull, Lichfield, Coventry, Derby, Nottingham, Mansfield, Leicester, Coalville, Loughborough, London, Northampton, Milton Keynes, Grantham, Stamford, Peterborough, Cambridge, Newmarket, Bury St Edmunds, Warwick, Leamington Spa, Stratford, Kettering, Wellingborough, Corby, Market Harborough,  as well as wider parts of Leicestershire, Northamptonshire, Warwickshire, the East Midlands and West Midlands.

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Posted in communication skills, Getting past gatekeepers, Overcoming objections, sales development training, Selling advice, telemarketing, telephone techniques, telesales, Telesales tips | No Comments »

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