It’s all about attitude and personal integrity - In order to ensure we are holding quality sales and service conversations with our prospects and customers, we must first manage the conversations we are holding with ourselves. This topic will cover the skills of emotional management and the development of the attitudes required to maintain consistent peak performance. Participants will discover the practical skills and techniques that will allow them to manage their emotional state by accessing empowering values and beliefs whilst eliminating performance destroying internal representations.
The majority of outbound opportunities are lost within the first 10 seconds of te call. An effective, carefully worded and delivered opening dialogue is imperative if the conversation is going to progress beyond the initial . The challenge faced by many agents is that most consumers have developed an acute awareness of the standard language patterns and delivery styles of the typical telemarketing call and can easily recognise and most often reject what they perceive to be an annoying uninvited call. his topic will help participants construct and delve powerful and highly effective call introductions whilst eliminating language and delivery styles that are often preventing them from progressing the conversation beyond the fist few seconds.
Rapport - The foundation of sales and service success
“In the absence of rapport, you have nothing”. Whilst most agents would agree that their ability to establish and maintain rapport with customers is vital to their sales and service success, only a few truly understand the structure of rapport and have mastered the required skills. The skills of rapport are far more complex and require more than just “being nice” and engaging in conversation about the weather and ones football team. This topic will help participants gain a deeper awareness into the structure of rapport along with the skills required to more confidently and effectively engage with the customer. Through the facilitation of these skills, the customer will feel more comfortable, at ease and willing to listen to what the agent has to say.
“The reason for my call is......”
OK an agent has managed to deliver an effective initial greeting, and now comes another challenge - gaining the prospect’s interest in the reason for the call. Successful sales agents are masters of delivering powerful and effective general interest statements designed to gain the prospect’s favourable attention and motivation to want to hear more.
The skills gained in this topic will empower agents to deliver impactful general interest statements based on a deeper understanding of the conscious and unconscious influences which captures a prospect’s interest.
Quality Conversations vs Verbal Unloading
Just because a prospect is interested in hearing more, doesn't mean they are ready to make a commitment, nor does it mean they are inviting the agent to download all the information about their product or service offering without drawing breath. A quality conversation requires both parties to be engaged and both parties to have ownership in the conversation. This topic covers the essential skills required fro an agent to communicate the relevant information to the customer in a way that is efficient, effective and maintains customer attention and participation.
Seek first to understand, then be understood
All too often, agents realise they have been engaged in conversation with a prospect which does not meet the required product or service criteria. Sometimes it isn’t until well into the call that agents discover that the particular product or service is not appropriate or applicable. Once a agent has delivered an effective general interest statement, and gained the prospect’s favourable attention, it is crucial to draw out the information required to progress the sale. Useful information is gained through the art of asking quality questions in a way that maintains rapport and allow the agent to elicit and detect what is and isn’t important to the customer.
Communicating the benefits of what you have to offer
During this part of a sales call, the agent is engaged in delivering the information relating to the product or service offering. When a prospect mentally processes this information, they are filtering what the agent is saying through their internal filter of care. In other words they are asking themselves - “Do I care about what this person is saying” . If we want the prospect to care about what we are saying, it is vital that we deliver our message in a way that engages and maintains the prospects interest. This revealing and insightful topic will enhance a agent’s ability to communicate the true value of your service or product represents and ensure the prospect stays tuned in to the sales presentation.
Objections - A conversation killer or a great opportunity
Objections and resistance can prove to be a challenge for even the more experienced professional. Most agents fear objections rather than recognising them as an opportunity that will potentially move them closer to a sale. The information delivered in this topic will provide participants with the strategies and techniques that will prove to be invaluable in responding confidently and effectively to prospect objections and resistance. Participants will discover that objections need not be feared but be seen as a welcomed opportunity to close more sales.
Closing with confidence - It’s all about timing
There is really only one appropriate time to effectively close a sale and that’s when the prospect is ready to buy. Not understanding this principle can often lead agents to be perceived as too pushy, too soon and cause the prospect to feel unduly pressured. This feeling often results in a lost opportunity for the agent and the prospect. This intriguing topic will help participants gain valuable insights into recognising buying signals, test these signals by using effective trial closes and then successfully lead prospects to making a commitment to buy.