Posts Tagged ‘telephone techniques’
Friday, March 5th, 2010
Telesales masterclass – Leicestershire / Northamptonshire 26th – 27th July 2010. Dates for the next open course for telesales and telemarketing personnel now set.
2 days to help you be better !
Our 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, Northampton, Kettering, Corby, Wellingborough, Oadby, Market Harborough, Hinckley and Oakham as well as wider parts of Leicestershire, Northamptonshire, West Midlands and East Midlands. Leicestershire 26th - 27th July 2010.
Tags: telemarketing courses, telemarketing tips, telephone sales training, telephone selling, telephone techniques, telesales courses, telesales training
Posted in Forthcoming courses, Overcoming objections, Selling advice, communication skills, sales development training, telemarketing, telephone techniques | 1 Comment »
Friday, November 20th, 2009
How to deal with – “I’m happy with my current supplier.” This is one of the most common objections you face in any form of selling. As a result it is worth building some ’script’ in your head at least to help you combat it.
After all, if you can make 10% difference to your success in handling this objection, think what difference this would make to your sales results.
Happy with my current supplier - how to deal with that old chestnut
There are many things you can do and say to deal with such objections. Follow this link to the full article we’ve written on ezine http://ezinearticles.com/?Objection-Handling—Im-Happy-With-My-Current-Supplier-Thanks&id=3289726
It is also worth spending a little time with your colleagues brainstorming some ideas. Combining your ideas in this way builds synergy, creates team spirit and helps everyone. One of our clients has recently started doing this every Monday morning and is already seeing more positive results and a better team atmosphere.
Tags: dealing with objections, handling objections, overcoming objections, overcoming objections on the telephone, telephone selling, Telephone skills, telephone techniques, telephone techniques training, telesales advice, telesales training
Posted in Field sales training, Overcoming objections, Selling advice, Telesales tips, sales development training, telemarketing, telephone techniques, telesales | No Comments »
Friday, November 6th, 2009
Contract cleaning companies rely heavily on telesales and telemarketing, and To Market gets many training and development enquiries from this industry sector. Having an effective telesales or telemarketing team is important if you are trying to generate new leads and new business opportunities in contract cleaning.
- Not all contract cleaners are as cheap to pay as this one !
Building a good database or list is fairly straightforward if you’re a contract cleaning company as most business of a certain profile will have a potential use for your services.
To Market training for contract cleaning companies usually starts with the onsite team audit where we will come and listen in to your team for 2 hours. At that point we can give you a report back on your team, and areas for improvement. The 2 day in-house telephone communication skills course is then tailored to address the areas for improvement.
In addition as one contract cleaning client said recently “the other good thing about training is that it signals to my team that their role is valued and that I’m serious about their targets too !”
Give us a call on 01858 461148 to discuss your current business situation and your development plans. Maybe we can help.
Tags: appointment setting by phone, contract cleaning, selling on the telephone, telephone techniques, telephone techniques training, telesales, telesales courses, training for telemarketing
Posted in Telemarketing management, benchmarking telesales teams, communication skills, contract cleaners, sales development training, telemarketing, telephone techniques | No Comments »
Monday, October 26th, 2009
The 11 main telephone sales objections are here if you follow this link….http://ezinearticles.com/?The-11-Main-Objections-You-Face-on-the-Telephone&id=3115852
- What are the major telephone sales objections you face ?
It is easy when working on the phone to think that the objections you face in your telesales or telemarketing role are unique. But of course most other people face the same objections in their role too. OK, the language may be a bit different but in essence it’s the same thing.
All you have to do is develop the script – the words to deal with these.
We are working on an audio product – a CD to help with some generic advice and we’d like you to help us put this list together. The more of you contribute ideas to this process the better our finished product will be, because it will more closely fit what real people find doing real telesales in the real world.
So e-mail us the top 5 objections you face on the phone to
info@tomarket.co.uk and we’ll incorporate it into our work.
Tags: how to be good at telemarketing, objection handling training, Telephone skills, telephone techniques, telesales training, training for telemarketing
Posted in Overcoming objections, Selling advice, Telemarketing management, communication skills, sales development training, telemarketing, telephone techniques, telesales, telesales team management | No Comments »
Thursday, September 24th, 2009
Hiring top people is expensive – training them to be top people is more cost effective. I came across the following quote while rereading the One Minute Manager, a top business book from the 1980s. The advice is still as relevant now ……
“You really have three choices as a manager. First you can hire winners. They are hard to find and they cost money. Or second, if you can’t find a winner, you can hire someone with the potential to be a winner. Then you systematically train that person to become a winner. If you are not willing to do either of the first two (and I am continually amazed at the number of managers who won’t spend the money to hire a winner or take the time to train someone to become a winner), then there is only the third choice left – prayer.” From the One Minute Manager (Kenneth Blanchard & Spencer Johnson)
The case for training is clear, develop the people you have and turn them into winners. Whether you have customer service, internal sales, telesales or telemarketing people, they must be motivated and trained to be the absolute best they can be. Not only will they be more successful for you, but they will also enjoy being successful and will be more motivated. You know it makes sense !
Training is cheaper than recruitment
Tags: customer service training, effective training, leicester, management, northampton, telemarketing training, telephone techniques, telesales team motivation, telesales training
Posted in Customer service management, Independent audit of telemarketing team, Telemarketing management, Telesales team assessment, communication skills, customer handling, customer services, sales development training, telemarketing, telephone techniques, telesales, telesales team management | No Comments »
Monday, August 17th, 2009
Telesales, telemarketing, and customer service training from To Market is available for London based companies : onsite at your premises.
So for you no travel costs, no venue hire and no on-costs. We now have 4 days per month allocated to running telephone skills training for you in London. If you are based in London and have a 0207 or 0208 telephone number you qualify for these 2 day courses : we offer 2 versions of our communications skills course.
Customer service telephone skills training for your contact centre, call centre or customer service team is available. It covers such vital skills as listening, how to use your voice to display interest, and questioning skills to establish what they really want. Also how to understand the power of the 80% of your communication that either makes the customer warm to you, or alternatively puts them off ! It’s all good stuff.
We do of course also cover such topics as how to calm difficult and demanding people and how to ensure you offer exceptional customer service. It’s all about exceeding customer expectations.
The alternative course is for business development and so covers outbound telesales, telemarketing and internal sales calls.
The bells and whistles training package also gets you a series of training audio CDs on customer service that you can use after the customer service training programme is complete.
If you’re a London based company who wants sharper skills when dealing with customers on the phone, contact us, we can help with quality customer service and telesales training. Last year, one of our clients won a Sunday Times award for the best customer service in their sector. Who knows, next year it could be you !
Telesales & customer service training - London
Tags: customer service seminar, customer service training in-house London, customer service training London, London call centre training, London telemarketing training, onsite training for customer service, telephone skills training london, telephone techniques, telesales skills, telesales training London
Posted in Forthcoming courses, London, Selling advice, Telemarketing management, communication skills, customer handling, customer services, sales development training, telephone techniques | No Comments »
Tuesday, March 24th, 2009
Recently To Market was commissioned to run in-house training for a plastic packaging company. We’ve worked with them over many years and the customer service course went well.
We’ve carried out both customer service and telesales training for companies who specialise in the manufacture of plastic packaging.
This training can be based around whatever your business challenges are, but we’ve worked on new sales development, identifying needs, lead qualification, overcoming objections, advice on getting past gatekeepers plus questioning skills. That’s on the telesales, telemarketing and internal sales courses.
On customer service training we work on handling conflict, dealing with complaints, complaint handling in other words, exceptional customer service training and how to delight the customer.
Packaging is one of the industrial market sectors we specialise in so if that’s your bag so to speak give us a call on 01858 461148 or e-mail us info@tomarket.co.uk
Tags: customer service training, exceeding customer expectations, exceptional customer service training courses, in-house telephone skills training, telemarketing training, telephone skills courses, telephone techniques, telesales training
Posted in Customer service management, Getting past gatekeepers, Overcoming objections, Uncategorized, communication skills, customer handling, customer services, telemarketing, telesales | No Comments »
Wednesday, March 11th, 2009
With selling and account management it is really important to take the long view. How easy is it to give up on a business account because you feel you’re getting nowhere ? Sometimes you feel it is impossible to build rapport with the key decision-maker.
Even sales people following up a quotation or proposal will try the contact once, but then frequently give up if they don’t get through. This is madness in my view. Given that you’ve put the trouble into preparing a quote for them, the easiest thing is to then keep in touch. They should also be your best opportunities for business in the short term.
If you’ve decided an account is worth pursuing because it meets the necessary criteria, then it is worth pursuing! This means a structured, thought through communication plan. And no this doesn’t mean you need to contact them every day or every week – it has to be what is appropriate. Contact them too much and they’ll start to get irritated. So that is clearly counterproductive. As we’ve now become a published author at the articles base site you can follow this link to read the fuller version of this blog on selling and account management
With selling and account management it is really important to take the long view. How easy is it to give up on a business account because you feel you’re getting nowhere ? Sometimes you feel it is impossible to build rapport with the key decision-maker.
Even sales people following up a quotation or proposal will try the contact once, but then frequently give up if they don’t get through. This is madness in my view. Given that you’ve put the trouble into preparing a quote for them, the easiest thing is to then keep in touch. They should also be your best opportunities for business in the short term.
If you’ve decided an account is worth pursuing because it meets the necessary criteria, then it is worth pursuing! This means a structured, thought through communication plan. And no this doesn’t mean you need to contact them every day or every week – it has to be what is appropriate. Contact them too much and they’ll start to get irritated. So that is clearly counterproductive.
With selling and account management it is really important to take the long view. How easy is it to give up on a business account because you feel you’re getting nowhere ? Sometimes you feel it is impossible to build rapport with the key decision-maker.
Even sales people following up a quotation or proposal will try the contact once, but then frequently give up if they don’t get through. This is madness in my view. Given that you’ve put the trouble into preparing a quote for them, the easiest thing is to then keep in touch. They should also be your best opportunities for business in the short term.
If you’ve decided an account is worth pursuing because it meets the necessary criteria, then it is worth pursuing! This means a structured, thought through communication plan. And no this doesn’t mean you need to contact them every day or every week – it has to be what is appropriate. Contact them too much and they’ll start to get irritated. So that is clearly counterproductive.
With selling and account management it is really important to take the long view. How easy is it to give up on a business account because you feel you’re getting nowhere ? Sometimes you feel it is impossible to build rapport with the key decision-maker.
Even sales people following up a quotation or proposal will try the contact once, but then frequently give up if they don’t get through. This is madness in my view. Given that you’ve put the trouble into preparing a quote for them, the easiest thing is to then keep in touch. They should also be your best opportunities for business in the short term.
If you’ve decided an account is worth pursuing because it meets the necessary criteria, then it is worth pursuing! This means a structured, thought through communication plan. And no this doesn’t mean you need to contact them every day or every week – it has to be what is appropriate. Contact them too much and they’ll start to get irritated. So that is clearly counterproductive. We’ve now become a published author at articles base an online source of many useful and interesting topics. Follow this link to find the fuller version of this blog. http://www.articlesbase.com/training-articles/selling-and-account-management-its-all-about-taking-the-long-view-808465.html
Tags: account sales, advance selling, Sales account management, sales techniques, selling to major accounts, telemarketing skills, telephone techniques, telesales training
Posted in Field sales training, Selling advice, telemarketing, telesales | No Comments »
Thursday, March 5th, 2009
Shall I leave a voice-mail message is a question I get asked a lot. And it is complicated in that the answer is “it depends !”
Certainly when I am training telephone sales and telemarketing people or anyone making outbound calls I suggest that you have to consider it on a case by case example. Not very helpful you may think. But let me explain. Generally, and the majority of the time if you get put through to someone’s voice-mail I suggest not leaving a message. First of all if you did this on every call where this happened, it would take more time. Admittedly it might only take 45 seconds or so, but imagine if you did that 50 times in a day, that’s nearly 40 minutes gone that will never come back. Most of the time people won’t call back anyway.
The second reason for not leaving voice-mail messages is that if you’re leaving them frequently it makes you sound more desperate. And whatever the reality you certainly don’t want to give that impression ! Added to that of course if you keep leaving messages you remove the incentive for them to call you back. They’ll be thinking “I do want to talk to Tom, but he keeps on calling so I’ll wait for him to call again.”
So that’s the advice – don’t leave voicemail messages. HOWEVER there are exceptions, and here are the main 3 I work with.
1. This is a new prospect you’ve not spoken to before. You will often be calling people you have no previous call history with. It could be a brand new company, or perhaps more likely it may be a new contact at an existing company. Either way you have no dialogue with this person. And remember it’s people who buy your products and services not companies or organisations. So in this instance it may be a good idea to leave a message on their answerphone. Because it may just be that they are looking around for the types of products or services that you supply. And if they don’t know about you, well ………. they don’t know about you, do they ? Don’t rely on the fact that you sent the previous job holder an e-mail or brochure a year ago either. Somebody new into a role will frequently look to stir things up a bit and look at new ways of doing things. Now is your time to strike ! In this instance leave them a message to let them know what you do, and of course leave your contact details.
2. You’re following up a proposal. Frequently you will be following up some work you’ve done on their behalf, such as a proposal, or a demonstration, or you’ve sent a brochure with product details and prices. In this instance it is worth leaving a message as you have had a dialogue with them about something specific. People buy more frequently if you make it easy for them to buy. So leave your details. It also shows you’re professional. That is what professional people do – they follow things up, and see them through – so be a professional. Professionals get paid more because they are more successful more of the time. Finally you’ve put some time and effort into this person and their company and so you have a reasonable right to expect something back, in the form of some feedback from them and a definitive response. Otherwise you’ve just wasted your time haven’t you? It certainly doesn’t mean they owe you an order (however much effort you’ve put in), but it does mean that you have the right to expect a response. So leave a specific message that you’re “following up the recent proposal I sent you through…………. and I was wondering if you’d had anymore thoughts on it.” That sort of thing.
3. It’s been a while since you’ve spoken. Marketing is all about brand awareness and so you do want to make sure they remember you, and recall you if they’re in the market or even talking about it within their company. So if it has been a long time since you’ve spoken to them, or you’ve taken the advice in section 1 here and not left a message on the previous 8 times you’ve called them over the last 6 weeks, it might be a good time to do it now. You want to avoid a situation where you lose an order simply because you weren’t talking to them at the right time – especially if you’ve been trying to make contact and can never get through.
We run training courses all around the UK, both in-house and off site open courses, follow this link to the telesales and telemarketing training page http://www.tomarket.co.uk/training.php
Tags: advice on telemarketing, free advice on telephone selling, free tips on telesales, telemarketing training, telephone sales, telephone techniques, telesales training
Posted in Field sales training, Getting past gatekeepers, Selling advice, telemarketing, telephone techniques, telesales, telesales team management | No Comments »
Wednesday, February 25th, 2009
Telesales masterclass on 9th & 10th September – so straight after the school holidays ! This course is ideal for anyone in Leicester, Northampton, Coventry, Kettering, Corby, Wellingborough, Peterborough, Milton Keynes, or wider parts of Leicestershire and Northamptonshire.
This 2 day telesales and telemarketing training course is for anyone who wants to be selling more on the phone, and covers a range of selling techniques, telephone selling, and closing the sale. The telesales course will be a lively, fun 2 days helping you adopt new communication skills techniques.
We will be covering how to open a sales call, telephone techniques plus communication topics such as questioning skills, identifying needs, probing, dealing with objections, selling benefits.
You can e-mail us for more details including course schedule and fees at info@tomarket.co.uk. If required you can reserve a place at no obligation and then let us know if you want to book. This course will be run by Andrew Seaward – Senior Trainer at To Market
Tags: corby, coventry, kettering, leicester, Leicestershire, northampton, Northamptonshire, sales skills, selling on the telephone, selling techniques, telemarketing training, Telephone skills, telephone techniques, telesales training Leicester, training in telesales, Wellingborough
Posted in Forthcoming courses, Getting past gatekeepers, Overcoming objections, Selling advice, communication skills, telephone techniques, telesales, telesales team management | No Comments »