Training Effective Telemarketing

1. Spoken communication Improving the effectiveness of communication Structure of communication Questioning techniques
2. Listening Skills
   a. Passive Listening
   b. Active listening
   c. Reflective Listening
3. Telephone Etiquette
   a. Ways to make a Good First Impression
   b. Effective Call Handling
   c. Key Phases of an Outbound/Inbound Call
   d. Hold Procedure
   e. Dead Air
   f. Using the Right Tone of Voice
   g. Tips for Good Telephone Etiquette
   h. Forbidden Phrases
4. Non-Verbal Communication
   a. Using non-verbal encouragement over the telephone
   b. Tips on body language over the telephone

5. How to be prepared
6. The importance of personal planning
7. The difference between telephone sales, telemarketing and telephone research
8. The importance of the first 15 seconds
9. Good times, bad times, unexpected times – which is best?
10. Key words and phrases
11. Structuring the call
12. Getting past the gate-keeper
13. Positive reinforcement
14. Establishing needs
15. Building a case
16. Overcoming objections
a. Listening – the forgotten art
b. How to recognise buying signals
c. Tracking the decision maker
d. Closing techniques
17. Dealing with different kinds of customers
a. Angry customers
b. Talkative customers
c. Gatekeepers
d. Customers who are not interested
e. Customers who are pressed for time.