Telesales Overview

A Brief Note on Telesales                                     

Telesales may be done from a company office, from a call centre, or from home. An effective telesales process often involves two or more calls. The first call (or series of calls) determines the customer’s needs. The final call (or series of calls) motivates the customer to make a purchase. 

Why Sell Through Telesales?                                

• It is far more cost effective than field sales
• It is immediate, no appointment necessary
• It is one-to-one (personal)
• It is Less formal than writing
• It is common place, everyone uses the phone

1. Steps involved to become a Good Telesales Executive                                                            

1.1 Adopt the right attitude
1.2 Drive yourself to success
1.3 Have belief in yourself
1.4 Never Assume
1.5 Develop good verbal skills
1.6 Be prepared
1.7 Handle all calls professionally
1.8 Close each call professionally

1.1.1  Adopt the right attitude: 

• Feel and Act successful and you will Be successful
• Enjoy selling by phone
• Focus on the customers’ needs not your wants
• “Go the extra mile”
• Always use the customer’s name
• Keep records of all calls, listen to it whenever you get time 
• Keep your promises , don’t give an false promises
• Follow up relentlessly, don’t give up on follow up unless the customers says he not interested
• Smile
• It takes only a second, but can last a lifetime
• It is the shortest distance between 2 people
• It is a little curve that puts everything straight

1.1.2  Drive yourself to success:

• Set personal goals
• What number of calls will you make today?
• What number of appointments will you make?
• What number of sales will you make?
• What increase on target, will you achieve?
• Challenge others in your shift to a competition
• Reward yourself when you reach “your” target or goal

1.1.3 Have belief in yourself:

• Have belief in YOU and YOUR Products
• Knowledge boosts confidence
• KNOW everything about your products
• Uncertainty raises uncertainty
• Stand up for important calls

        - The brain can think 2-3 times faster when you are standing up
        - You feel more forceful and alert
        - It can also stop interruptions from other people as they can see you are making an important call

1.1.4 Never ASSUME: 

• Listen to the customer carefully

              - You will pick up buying signals and signs of interest the more you listen

• NEVER ASSUME, for if you do - You make a fool of yourself
• When God created humans, he gave us two ears and one mouth, use them in that order!

            - The more you talk, the more they’ll walk…

• Find out all you can about your customer, The more you listen, the more you will sell
• Avoid interrupting

1.1.5  Develop good verbal skills:

• In telephone selling you can’t concentrate on nonverbal signals, Therefore you are operating 45% less effectively
• You must improve your vocabulary 
• Remember the following points

           - Clients CAN’T see YOU
           - You can’t demonstrate a product
           - You can’t show them literature
           - They can’t see that you are sincere, so be polite and courteous at all times!
           - You can’t see THEIR reactions
           - You need to present yourself clearly and confidently, get their feedback, know when to ask for the lead & when to hang up

• Say NO to the below points

          - Don’t Shout
          - Don’t mumble
          - Don’t talk quickly

• Use POSITIVE LANGUAGE

          - “I am sure” or “I am certain” or “I know” instead of “maybe”, “perhaps” or “possibly”
          - Use closing questions like “wouldn’t you?”, “isn’t it?” and “won’t you?”
          - Ask questions often to keep control and get feedback

1.1.6  Be prepared: 

In order to make calls, get appointments, give prices and get leads, you must KNOW:-

• The product/service facts, features and benefits
• The products’ history and current status in the market
• Your price lists
• Your competitors
• To keep a record of all calls 
• To update your follow-ups regularly 

1.1.7  Handle all calls professionally: 

• There are two types of outbound calls

            - To Generate a Leads/interest in a Product/Service
            - To Sell a Product/Service

• Smile, as soon as you pick the call

• Establish:

            - Introduce yourself 
            - Introduce the company your representation
            - Inform the purpose of the call 
            - Ask for the concern person you wish to speak to
            - REMEMBER – NEVER ASSUME ANYTHING

• Remember, FIRST impressions lasts for long
• Sound warm and friendly, positive, professional, helpful polite and courteous throughout the call 
• Make sure you don’t sound harassed, busy, “distant” or uninterested

1.1.8  Close each call professionally: 4 steps to ending calls correctly

• Re-Confirm with the customer with all the details 
• Thank them for the call/enquiry/sale/lead etc.
• Leave on a pleasant note, ( Have a Good Day/Evening )
• Disconnect the Call after the customer hangs up