Telephone Techniques

TELEPHONE TECHNIQUES

Selling face to face is different from selling on the telephone. The main role of a telesales person is to generate sales either from incoming calls or by outbound calling. In some the objective is to make appointment and in others it is to make appointments for the direct sales force.

There are key personal qualities that are essential for phone work

1. Self Motivation
2. Determination
3. Sense of Humour
4. Self Esteem
5. Professionalism
6. Enthusiasm
7. Persistence
8. Flexibility
9. Quick thinking
10. Thick skinned

The Customer judges the company by

1. How quickly the telephone is answered
2. Initial Greeting
3. The voice of the telesales person

These 3 creates an impression in the mind of the caller. Many customers judge the company and its products by the way the call is handled. We can influence a Customer to do business with your Company by learning and applying a few simple rules. When we use the telephone professionally we create the climate in which new customers want to do business with, and existing customers want to continue to do business. Our job becomes more and more rewarding as customers respond positively to a more professional approach. The easiest way to start selling on the telephone is to consider the customer, their needs, preference, and emotions. You have to develop a Positive Mental Attitude. Treat each customer as the most important person. Always think to yourself that they are doing us a favour by giving us an opportunity to do business. Never argue with the customer. Know your customers as well as the products.

Sales and Service are the two sides of the same coin. So any company wants to be successful you need extremely good sales people who have great customer service skills. Satisfying customers is actually about meeting their needs. As a Service giver you are faced with challenge of meeting their needs. Good service is meeting people's needs in a way that exceeds their expectations. Your goal is to Serve the Customer at all times.

Selling is all about helping people to buy. The more you try to sell the less people will likely to buy. Never sell, help people make good decisions. People buy for variety of reasons. So it is your responsibility to meet their expectations. People donot buy a product or service. They buy what a product or service can do for them. People donot buy features they buy benefits.

As a salesperson you should know the following

1. Know what your product can do.
2. Believe in what you are selling.
3. Find out what the Customer wants.
4. Share the Customer's point of view.
5. Find the Solution to his problem.

The Sales Process at a glance

1. Structure a Sales Call Plan the call, Set call Objectives, Use Structure, Preparation.
2. The first 30 to 40 seconds is very important. As the time is very limited you have to quickly move to the next stage, that is creating a sale. Once you have got the initial information, you need to quickly present solutions and benefits.
3. Building opportunities, Building rapport, identifying the problem, finding a solution.
4. Offer Solutions
5. Sell Benefits
6. Handle questions
7. Handle objections
8. Ask for commitment
9. Confirm details

The telephone is a necessary evil to communicate and to do business with.

Winston Saga is one of the world's leading sales legends. He is also the CEO of Sales and Motivation International. Winston has been acknowledged as a unique and distinctive authority in the field of sales and personal development. Last year International Biography Centre selected him ''International Man of the Year'' for his outstanding contribution to sales and Service. He has written 100's of articles to magazine, journals and websites.

Visit his website http://www.telesalestips.com to learn more about the author.

In The News:

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Tiffany holiday sales fall as dollar crimps Chinese tourists' spending  CNBCTiffany said on Friday that its worldwide same-store sales fell 2 percent during the holiday season, leading the upscale jeweler to temper its expectation for ...
Zee Learn Consolidated December 2018 Net Sales at Rs 112.71 crore, Up 116.05% Y-o-Y.  Moneycontrol.comReported Consolidated quarterly numbers for Zee Learn are: Net Sales at Rs 112.71 crore in December 2018 Up 116.05% from Rs. 52.17 crore in December ...
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Private sales soar as property bargain hunters pounce  The Australian Financial ReviewThe auction season has not started but homes have quietly traded across an unseasonally high number of private sales in January as bargain hunters look for ...
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Don't Waste Your Money Great Super Bowl TV sales are now underway John Matarese 4  WCPOYou'll find some of the best markdowns of the year from now through Super Bowl Sunday.
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UncommonGoods Protects Fish, Ends Tank Sales | PETA  PETAUncommonGoods ends fish tank sales to protect fish from cruelty. The company already had a policy against selling leather, fur, feathers, and pearls.
Unsold Housing Inventory Hits 2-Year Low across 7 cities, Sales Exceed Number of Units Launched 2nd Year in a Row: Report  MoneylifeDespite all headwinds including the liquidity crisis in 2018, housing sales rose by 18% and new launches by 33% across the top seven cities compared to 2017.
No Sales Tax Can Be Levied On Medicines, Implants, Consumables, Surgical Tools Used In Medical...  Live LawThe Full Bench of Kerala High Court has ruled that medicines, implants and other materials used during procedures at hospitals do not constitute sale of goods, ...
South Florida Mansion Sales Surge as Tax Exiles Seek Savings  Crain's Chicago Business"It's not just the weather," says one Bloomington, Ill., executive. "The advantages of the tax code are greatly appreciated . . . right now, we pay a lot of state ...
Discounts drive December car sales, companies see better days ahead  Economic TimesAccording to data released by industry body SIAM, passenger vehicle sales last month dropped by 0.43% to 2,38692 units as against 2,39723 units sold in the ...
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Grofers aims $1 billion run rate during upcoming grocery sale  LivemintGrofers, which is set to raise funds from SoftBank and other investors, is expecting to touch ₹150 crore in gross merchandise value during the sale.
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Energy drink sales in UAE fall since introduction of Excise Tax  gulfnews.comDubai: Energy drinks like Red Bull and Monster, once a popular choice for students, have seen sales plummet in the UAE since the introduction of a 100 per ...
How Companies Are Using Big Data to Boost Sales, and How You Can Do the Same  EntrepreneurPeople used to think that big data was only for big business. They were wrong.
Cyient Consolidated December 2018 Net Sales at Rs 1,187.70 crore, Up 20.79% Y-o-Y.  Moneycontrol.comReported Consolidated quarterly numbers for Cyient are: Net Sales at Rs 1,187.70 crore in December 2018 Up 20.79% from Rs. 983.30 crore in December ...
iPhone sales slowdown hits Foxconn  ZDNetFoxconn alone has shed 50000 contact workers earlier than expected as iPhone sales slump.
Jaguar I-Pace tops December sales in the Netherlands  Automotive News EuropeThe Jaguar I-Pace electric SUV was the best-selling car in the Netherlands in December as buyers scrambled to get ahead of a tax change for premium EVs.
Renault's 2018 sales rise 3% on China, Africa, Russia, and Brazil demand  Automotive News EuropeRenault said its vehicle sales rose 3.2 percent last year, boosted by demand in China, Russia and Brazil. The company expects growth in 2019 to be "slight" and ...
Housing sales up 7% in 2018 in 9 major cities; new supply falls 22%: Report  Economic TimesNew Delhi: Increased demand for flats that are ready to move in or nearing completion helped housing sales to rise by 7 per cent during 2018 to nearly 2.15 lakh ...
Here are the top-selling cars at 2019 Barrett-Jackson on Friday  Phoenix Business JournalThe 2019 Barrett-Jackson auto auction saw its first $1 million sale Friday from none other than Craig Jackson, the Scottsdale company's CEO. Jackson bid $1.1 ...
Tesla Model 3 is affecting Prius sales, admits Toyota – though still not convinced on EVs  ElectrekTesla's Model 3 is stealing away sales from a surprising range of vehicles and Toyota is admitting to seeing an impact on Prius sales. As a premium car, you ...
Revised e-commerce rules may hit online sales by $46 billion: PwC  Times NowNew Delhi: India's new foreign investment restrictions for its e-commerce sector, which includes giants such as Amazon.com Inc and Walmart-owned Flipkart, ...
Marijuana sales growth slows for Steamboat Springs and Colorado  Steamboat Pilot & TodaySTEAMBOAT SPRINGS — The major spikes in Colorado's marijuana sales that followed legalization have tapered off across the state, a trend reflected in ...
WD you like to know the damage? Analyst predicts sales dip ahead for Western Digital  The RegisterThe slump in Western Digital's SSD and disk drive sales is forecast to deepen for the current and next quarters, according to analysts. WD is expected to report ...
Afterpay sales boom as late fee income share falls  The Sydney Morning HeraldBooming payment business Afterpay says sales processed on its platform more than doubled in the latest half to $2.2 billion, as it stepped up its expansion.
Chicago-area growth in million-dollar home sales slowed in 2018, according to data from Re/Max Premier Properties  Crain's Chicago BusinessSales of Chicago-area homes at $1 million and up grew far more moderately last year than in the boom year that preceded it, according to a new report.
Hyundai Creta vs Maruti S Cross vs Renault Duster - 2018 sales comparison  RushLane2018 has been an amazing year for Hyundai Creta. Sales crossed 1.2 lakh mark for the first time. Same cannot be said for Maruti S-Cross, Renault Duster.
Putting The PlayStation 4's 91.6 Million Sales Into Context  ForbesEarlier this week, Sony revealed the latest sales figures for the PlayStation 4. This generation's best-selling console has now sold 91.6 million units.
Apple’s Asia Suppliers Slash Sales Forecasts as US-China Trade War Bites  CCNApple's suppliers in Asia are cutting sales forecasts in anticipation of reduced iPhone sales as the U.S.-China trade war drags on.
Watching the Pennies Excessively? Pound Falls from Two-Month High as UK Retail Sales Disappoint  CCNThe pound fell from a two-month high after retail sales data from December spooked traders amid the ongoing Brexit confusion.
Weather impacting local hay farmer's productions and sales  KBTXBRYAN, Tex. (KBTX) The weather this year has had a big impact on local farmers. One local hay supplier says he's been trying to recover since late last summer.
Why Design Thinking Is The Future Of Sales  ForbesIf you're a sales rep, you know you need to up your game and become more innovative. Sales teams are recognizing the value of incorporating a design thinking ...
Asos rival Boohoo draws strong sales from young shoppers  The GuardianThe online fashion group Boohoo has emerged as a Christmas winner after young shoppers made a beeline for its PrettyLittleThing and Nasty Gal websites.
'Aquaman' tops billion-dollar benchmark thanks to international ticket sales  CNBCAs "Aquaman" surpasses the $1 billion box-office mark, one thing becomes clear: International ticket sales are increasingly important for Hollywood ...
Eason’s sales grow but consumer migration to online made for ‘challenging’ year  The Irish TimesIrish retailer's chairman David Dilger says migration to online is happening at a 'faster pace than anticipated'
Honda Amaze Sales Cross 63,000 Mark In India  NDTVAuto.comThe new-generation Honda Amaze has recently crossed the 63000 sales mark in India, as of December 2018. The car which was launched in May 2018 has ...
India's soymeal sales to Iran surge to offset rupees-for-oil imbalance  Economic TimesIndia's soymeal sales to Iran are set to spike as the oil producer uses the rupees it receives for its crude exports to cover its animal feed demand amid U.S. ...
Renault MPV launch confirmed for H2 2019 - 2018 sales report  RushLaneRenault will launch their new MPV in India ahead of Diwali 2019. This has been confirmed officially. The new MPV will rival Maruti Ertiga, Marazzo.
Audemars Piguet Sees Controversial New Watch Spurring Sales  BloombergAudemars Piguet, known for its chunky Royal Oak chronograph, expects a record year in 2019 after stunning the watch industry with a new line of timepieces ...
Report: Atlanta’s home sales have taken a dive over the past year  Curbed AtlantaBy now, most real estate observers around Atlanta have heard the anecdotal horror stories: The choice Midtown condo that can't move despite discounts.
House of Fraser sales floors looks deserted as leading department store sells off stock  Birmingham LiveBirmingham's House of Fraser store looks more like the House of Eraser as stock disappears from sales floors.
Amazon Sale Today: Amazon Great Indian Sale Now Open to All, Here Are the Best Deals So Far  Gadgets 360Amazon sale has kicked off with deals for Prime members, with great offers on popular mobiles and more.
Analysts praise Netflix results despite disappointing sales  MyBroadbandNetflix Inc. fell in early trading on Friday after it reported quarterly sales that came in below expectations. Despite that disappointment, analysts largely cheered ...
M&M's Maker Mars Gives Rare Peek Into Its $70 Billion Future  BloombergMars Inc., the closely held company best known for treats like M&M's and Snickers bars, looks to double the size of the business over the next 10 years as it ...
The cheapest place to live in Leicestershire according to average house sales revealed  Leicestershire LiveAre you looking for a first property, a fixer-upper or a forever home? Whatever you're in the market for, location is bound to be a big factor in how much you get ...
Nissan LEAF Sales Grew 95% In 2018  Seeking AlphaNissan is launching a 226-mile range version of the LEAF electric car. It becomes available in dealerships the first half of 2019. In 2018, Nissan grew LEAF uni.
Shareholders ask Amazon to halt sales of facial recognition tech  EngadgetA group of Amazon shareholders has filed a resolution requesting the company stop selling its facial recognition technology to government agencies until a revie ...
TVS Apache RR310 sales at just half the expectation  CarToq.comTVS Motors aimed to sell 10000 units of its flagship motorcycle - the Apache RR310, which was launched last in 2017. A year down the line, the Hosur-based ...
Palantir Posted Nearly $1 Billion in 2018 Sales, Executive Says  BloombergPalantir Technologies Inc., the data analytics startup co-founded by Peter Thiel, generated almost $1 billion in revenue last year, an executive said in a French ...
Flipkart Republic Days sale starts from Jan 20: Top deals on Asus, Moto, RealMe, and Nokia phones  India TodayE-commerce company Flipkart is all set to host its 2019's first major online sale that starts from January 20. The Flipkart Republic Days sale is going to be a two ...
After a Strong 2018 for Retail Sales, Caution Flags Pop Up  Wall Street JournalU.S. retail sales went gangbusters at the end of 2018, but that momentum could be hard to maintain as consumers deal with higher interest rates and ...
Nebraska A.D. Bill Moos: Husker apparel sales way up thanks to Scott Frost hiring  Omaha World-HeraldNebraska coach Scott Frost has been good for the sale of Husker gear.

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