VOICE

The Image the customer has of the Salesperson is vital. In telesales the image is created through voice alone. There is no smartly dressed representative to see, no glittering product to touch and tantalize-just a voice on the other end of the phone. However good the present telephone system may be, the fact remains that the quality of the sound of the human voice is partially lost through transmission, resulting in the client misinterpreting your meaning.

To Allow speech to be heard clearly be careful with your choice of words. Use simple words. Avoid jargon and local expressions which may not be understood by your clients. Speak clearly and use correct pronunciation. Accent can give your talk a real boost as they are unique and can sound very atttractive.

Donot waffle or attack the client. Stop to breathe. Pausing is very important. Don't speak in a monotone manner not only this make you sound boring and unethusiastic but it could be mislead that your product is lacking in substance too. And a little colour to your voice. Expressions are very important. Relax when you are talking. Imagine you were talking to your friend. Your attitude is expressed by the way you talk over the phone.

Don't rush the call and use your sales techniques. Remain professional and smile. A simple smile on the salesperson's face reflects in the voice and it really works.

1.	Act naturally be yourself.
2.	Smile you will sound pleasant and friendly.
3.	Have all the information handy.
4.	Be precise and clear.
5.	Be professional.
6.	Give customers what they need.
7.	It does cost a lot of money to make the phone ring, so make the most use of it.
Golden Rules
1.	Give your name first.
2.	Say 'Good Morning'.
3.	Say 'Thank you' for your time.
4.	Be friendly.
5.	Sit straight that will give you confidence.
6.	Stay focussed.
7.	Control your thoughts.
8.	Concentrate on what the customer is saying.
9.	Talk slowly.
10.	Speak clearly and if necessary spell anything that may be unclear.
11.	Be confident.
12.	Be professional.
13.	Organise yourself.
14.	Be Alert.
15.	Be in charge.
16.	Always be Enthusiastic.
17.	Let your voice be melodies.
18.	Stress words that appeal to them.
19.	Be expressive.
20.	Speak as though your are talking to a friend.
21.	Exceed expectations.
22.	Always hang the phone after the customer has done.
Helpful words and phrases
1.	You, Your family
2.	Thank you for waiting
3.	New
4.	Save
5.	Proved
6.	Guaranteed
7.	Results
8.	Easy
9.	Money
10.	Love
11.	Safety
12.	Security
13.	Health
14.	I promise
15.	My pleasure
16.	The best thing I suggest
17.	Please call me if you have any questions.
Never use
1.	Don't know, you are wrong, I disagree, may be that's not true.
Out going calls
1.	Be prepared
2.	Welcome
3.	Explain the purpose of the call and check to ensure that the customer understood and agrees to proceed.
4.	Talk with the Account Holder
5.	Listen
6.	Ask-Create Questions
7.	Restate-Let Customer know that you understood. Be sure to agree on what is being asked
8.	Set Expectations-Let Customer know what you can do and what you can't do. Be clear and specific
9.	Explore further needs and get in agreement
10.	Handle objections.
11.	Handle all challenging situations.
12.	Ask for a decision
13.	Be direct, concise and confident
14.	Summarize everything you said
15.	Say Thank you
16.	Follow up Back to top
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. Back to top
HANDLING OBJECTIONS
Sales presentation is not always going to be plain sailing. You must expect objections. The important thing is to know this and be prepared to deal with them. Welcome them as sign of interest which can be turned to your advantage.  Most of the objections we come across will arise from  1. The Customer having insufficient information. 2. The Customer's particular circumstances. 3. Opinion of friends and relatives. 4. Price and running cost. 5. Colour, size, and style. 6. Procrastination. Never avoid or argue an objections. To Customers it is a valid point that they raised and they will expect it to be dealt with a courteous and helpful manner. Don't get into argument because that will antagonise your customer and destroy your relationship. Do answer their objections as fully as necessary before continuing your presentation. Expect objections to be raised. If you do them they will not come as a surprise and you will be prepared to handle them. Over come objections using facts and demonstrations. 1. Listen to objections. 2. Repeat the objections. 3. Restate the objections with emphasis. If you listen carefully to customer's objection you will avoid any misunderstanding, and if you repeat it to the customer it will show you have fully understood what they said. This implies that you are concerned with their problem. When you restate their objection with emphasis this tends to diminish the objection while getting agreement that there is nothing which is worrying them and you can use your knowledge and understanding to overcome the problem. People object because they are unsure that what you are offering is really going to satisfy their problem. They are objecting because they need more information. So you have to build a trust before you can do anything. So start to build a relationship and break the barriers between you and the customer. Once you do that customer will feel comfortable to do business with you. There are many kinds of objections  1. I am happier with my current provider. 2. I am not interested. 3. Ring me after few weeks. 4. Send me more information. 5. I don't need it. The list is endless. You should write down all the common ones you experience in your every day life. By doing so you will be able to pin point the major objections to your products or services and act on the answers accordingly. If the Customer says "I will have to think about it" Say to the Customer I can appreciate that you would like to think it over, what it says to me is that you are interested. I just want to make sure whether I have explained everything properly. Would you mind telling me which particular aspect you would like to think about. When a customer objects He or She is really saying I am interested or I need help. If the Customer says "I can't afford it" Say to the customer  I do understand what you mean. We can sit together and find a solution that may suit your budget. If the customer does not want to sit down with you, he is having you on or genuinely not prepared to commit himself due to financial situations. Ask Questions to deal with Objections. Back to top
CLOSING TECHNIQUES
Once you have gained commitment you need to get off the telephone as fast and politely as possible. You need to effeciently confirm the details, ask final questions, and thank the customer for the time. A close is any question asked by the sales person during a telesales call, which asks the customer to give commitment not just for the order but for commitment of interest. You have to ask atleast three 'yes' questions before you close the sale. You have to put the customer in the 'yes' frame of mind. Visualize a sale taking place before the sale. Handle your objections smoothly. Be full of energy, enthusiasm and determination. You have to delight your customer. Don't talk too much or over sell after the customer has agreed. Find the right solution to his needs. Be confident.   You can close the sale at any time of your presentation. Why don't sale people close? 1. Frightened of rejection. 2. Concerned not to offend the customer. 3. Don't know how to close. Summarize the agreed customer needs. Relate the benefits to the customer needs. Ask the closing questions. A close must be in the form of a question. If you don't ask you won't get. When you asked the closing question. Wait for the answer. Be aware of buying signals. When you get a buying signal ask the closing questions. Keep in mind your attitude is very important while closing the sale Be assertive, confident and committed. Repeat everything you said couple of times. Back to top

Telesalestips, Winston Saga, Ph: (64 9) 441-6359, Fax: (64 9) 441-6396  telesalestips@telesalestips.com
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Last updated: 27.09.2008