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Posts in telephone techniques

Telephone skills masterclass 4th May 2016 – Cambridge

By andrew on April 12, 2016

Telephone skills masterclass – 1 day training course covering many of the key aspects of telephone communication skills for improving relations with customers. Reception, internal sales, customer service, sales administrators, telesales, telemarketing and customer retention teams can all benefit from this wisdom.. Covering building rapport using questioning & listening + more. All our courses are interactive, engaging & dare we say it – Fun?!

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How you can tell 40 plus things about somebody from as little as 6 words

By andrew on February 5, 2016

The power of vocal tone and energy can’t be underestimated. It is one of the liveliest modules on our training courses for both customer service and telesales / telemarketing. Demonstrating how NOT to deliver lines and then characterising them as vocal ‘colours’ is one of the enduring parts of the course according to the delegates. Ensure your vocal tone and energy is giving the correct impression to your customers.

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Questioning – the most important of your communication skills?

By andrew on February 4, 2016

Powerful questioning techniques are valuable in any telephone based role whether you’re proactive and making telesales, telemarketing or sales generation calls or whether you’re dealing with incoming queries, complaints and enquiries. Knowing when to use open and when to use closed questions is a vital skill which will help you navigate your way through a conversation with a customer.

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How to make more of call recordings – training ideas

By andrew on October 27, 2015

Use some recorded calls to help in the training of your telesales or telemarketing team. I can listen to the calls remotely and then run a bespoke and clearly tailored training session with your team and manager.

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Tips on rapport building over the phone

By andrew on September 29, 2015

Tips on rapport building. This is a bit like tips on being a nice person. However building trust and integrity with your contacts is vital to build long-term sales relationships with them. And there are no easy solutions either.

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More tips on getting past the gatekeeper

By andrew on September 11, 2015

Getting past the gatekeeper is an occupational hazard for anyone making outbound calls : telesales, telemarketing or field sales. There are many tips posted elsewhere on this blog but here I suggest a change of attitude, a change of approach may help.

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3 top tips for telephone appointment setting for field sales

By andrew on August 11, 2015

3 top tips for appointment setting over the phone for field based sales teams. There are many subtle differences between selling face-to-face and setting your own appointments over the phone. Here are some of our ideas to help.

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5 tips for leaving voicemails

By andrew on May 5, 2015

5 top tips for leaving voicemail messages. Tips for telesales and telemarketing teams. Dealing with the dreaded voicemail. Should you leave a message or not? Sometimes you should, sometimes not.

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How to avoid mixed messages on the phone

By andrew on April 28, 2015

Mixed messages on the telephone when talking to customers arise because we’re all different people. We all relate to the world differently and therefore we can’t assume that just because we know what we mean that they’re getting the same message. Chances are they probably aren’t.

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5 qualities of a great telemarketer

By andrew on April 21, 2015

Here an article on 5 qualities of a great telemarketer. Just 5 from what could be a lengthy list. Based on many years observations working with some great telemarketing teams and individuals. Plus my own experiences too of course.

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