Professional
Telesales

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Brookfield's
Motivational Factors for Adult Learning:

Participation in learning is Voluntary

Facilitation is Collaborative

Needs to be dynamic with much Activity

Should cause a spirit of Critical Reflection

The objective is self-directed and empowered people

"Give a man a fish and you feed him for a day. Teach him to fish and you feed him for life"

Selling Skills
Phone Skills
Communication

Learning Objective:
Through group/syndicate discussion and role play, learn basic selling skills and how to use them  in a telesales environment, learn and apply effective and efficient telephone skills/organisation,  and become adept at simple but effective communication techniques in a verbal-only situation.

Target Audience:
Any person needing to market a product or service purely by telephone means.

Selling Skills:
Benefits/pitfalls of telesales as a method, Getting ready, Defining the product/ service benefits, Defining the market and why they use your product/service, Unique Selling  Points, Setting objectives, Scripting, Motivation & attitude, Voice techniques. Five easy steps:  Attention, Interest, Conviction, Desire, Close. Handling Objections. Getting to 'The Right  Person'.

Phone Skills:
Organisation, desk lay-out, Time Managing the phone. Call groupings, inward/ outward, records, working environment.

Communication:
Open/Closed techniques, re-statement, pitfalls of verbal-only, Communication  Process, barriers, filters & screens, listening skills. Understanding, through Affinity, Shared  Reality and Communication.

Length: Two full days
Format: Workgroup interactive
Maximum number Participants/facilitator: 15

© 1993-2004 Staff Training Associates Ltd
(Except where otherwise indicated)
Revised and updated 2004

Page updated 1st August 2004

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