How to Sell Over the Telephone
You will learn how to sell any item over the telephone through each step of the telephone sales process.
- Difficulty:
- Moderately Easy
Instructions
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1
Introduction-
Identify if the person you are talking to is a decision maker in the household or business you are calling. Identify yourself and the company you are calling on behalf of, if the decision maker is unavailable, schedule a time to call back. -
2
Body
Give the complete benefits, terms, and conditions of the product or service that you are calling about. -
3
Close
Ask for the sale! Close your customer on every opportunity. You will be able to close your customer better if you listen to what they are saying to you. Your potential customer will tell you what is important to them. -
4
Transition To A Buying Sign
A buying sign is nothing more than a question that a potential customer asks you. How you answer the question may determine whether or not you get the sale, or get hung up on. Compliment the question before you ask it, make the customer feel important, and then answer the question. Example: "Mr. Smith, That's a great question, I'm glad you asked"! -
5
Transition To An Objection
An objecton is simply when your potential customer tells you a reason why they are not buying your product or service. Acknowledge your customer's statement and then give them 2 new pieces of information as to why they should buy your product or service. Example: "Mr. Smith, that's a good point, I'm glad you brought that up"! Toothpaste not only helps whiten teeth, but it promotes fresher breath. -
6
Confirm the Sale
When you have total agreement from your customer, you will need to briefly recap the terms, conditions, and recurring or non-recurring fees if any associated with the product or service that you just sond them. Example: "Mr. Smith, just to confirm, you will be receiving 2 tubes of Extra-Brite toothpaste in the 12 ounce resealable tube delivered by fourth class mail within the next 10 days. Your total price due at time of delivery will be fourteen dollars and ninety-fice cents". Thank you very much for you order. If you have any questions call 1-800-xxx-yyyy.
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Tips & Warnings
Be Enthusiastic -Gains attention, creates sincere desire, believe in your product, be energetic, use body language.
Conversationalism- Listen, don't talk over your potential customer, respond appropriately, build rapport, ask probing questions when necessary, use personalized words and phrases.
Use Voice Inflection- Vary your tone of voice, stress ke points and benefits, pronounce your words clearly, avoid slang terms.
Be Confident - Be assumptive, be assertive, show expert knowledge of your product, maintain control of the telephone call.
Pace Yourself - Have a smooth and easy pace, mirror your potential customer, don't be choppy or mechanical in your presentation, don't hesitate in your transitions. (Write a script for yourself about something you know about and record yourself talking about it, prectice with a family member or friend and ask them to ask you questions, or to object to your offer)
Always comply with any rules or regulations specific to your region (Do not call Policy, etc.)
Never bad mouth another company or their product.
Always use positive selling techniques (gained from knowing your product)
Never use negative selling techniques (although your competition product or company may have factual negative media coverage, it is considered poor taste and unprofessional).
