Telephone Communication & Telephone Sales
Sales
Communication Standards
- Communication factors
- How perception, past experiences, and emotions affect communication
- Blockers of successful communication (prejudices, comparisons)
- Adapting to interlocutors based on desired outcomes
- Alignment and understanding verification
- Telephone communication standards
Desirable Attitudes When Answering the Phone and How to Develop Them
- Positivity
- Cheerfulness
- Motivation to provide assistance
Language and Telephone Communication
- Words, their power to create mental images, and how to use them (visualization)
- How to speak affirmatively
- Negations – why and how to avoid them
- Specific language in telephone communication
- Awareness of expression and comprehension
- Abstractions and emotions
- Clarity of speech
- Quality of the paraverbal dimension of communication
Telephone Sales (Appointment Setting)
- Phases of a phone conversation: AIDA sales principle (appointment setting)
- Contact, introduction of oneself and the company
- A – Attention – capturing the client’s interest
- I – Interest – identifying the client’s needs
- D – Desire – creating a desire in the client
- A – Action – closing the sale (or appointment)
- Handling objections from the interlocutor
- Incoming calls and “cold” calls
Methods of Work
- “On dictaphone” training – recording sales appointment calls, sample calls
- Simulations of various situations
- Interpretation of recordings with participant and trainer analysis
- Providing feedback
- Exercises
