High Level Telephone Skills

15-11-2020 - 26-11-2020 5800 أبوظبي


Course Introduction:


This inspirational workshop is packed full of fresh concepts and strategies that are guaranteed to maximise your sales success when selling over the telephone. This workshop covers advanced telephone sales skills that will help you to attract new business and open new doors. 

The main focus of the course is opening new doors and adopting an approach that differentiates you from your competitors. This approach will help you to secure fresh business and increase your customer base. 

This workshop is very interactive, upbeat and engaging. Learning objectives are achieved through self-assessment, action planning, coaching, reflection, discussion and practice. Every skill and concept explored will be brought to life so you can clearly see how you will apply your learning to your sales role. 



Course Objectives:


By the end of this course you will be able to:

·         Develop tips on how to overcome challenging gate keepers. 

·         Introductions that motivate the customer to listen. 

·         Recognise how to make a positive connection with every customer every time. 

·         Guiding the customer to realise their purchase/service needs. 

·         How to turn objections into buying signals. 

·         Making your product/service stand out from competitors. 

·         Work with a sales process that focuses on motivating the customer to buy from you by choice. 

·         Knowing when to close and gain the commitment. 

·         Identify clearly areas for your future development. 


Who Should Attend?


Telesales representatives who sell to new and existing customers, and sales people who make appointments by telephone. First level sales skills are assumed and will not be covered in great detail on this course. 



Course Outline:


Powerful communication – how to be heard

·         High level questioning skills 

·         Advanced and creative listening skills that get real answers; identifying the need 

·         Presenting a win/win solution 

·         Influencing skills 

·         Managing our mindset: the self fulfilling prophecy 

·         Language and voice skills to build rapport 


Building the Relationship - Getting it Right Every Time

·         Understanding and respecting the customer’s emotional needs 

·         Understand the customers business 

·         Managing challenging customer behaviour 


The Sales Process - Acelerating the Buying Process

·         The sales process meets the buying process 

·         The powerful call opening 

·         Structure and positioning 

·         Identify needs and opportunities 

·         Objection handling 

·         Importance of summarizing 

·         When and how to close 


Staying ahead of competition

·         Why should the customer buy from you? 

·         What do your competitors offer? 

·         How to create benefit statements that create desire to buy 


Personal development

·         Create a tool kit of techniques 

·         Establish areas of the process for development 

·         Create an action plan for back to work




Course Methodology:

A variety of methodologies will be used during the course that includes:

·         (30%) Based on Case Studies

·         (30%) Techniques 

·         (30%) Role Play

·         (10%) Concepts

·         Pre-test and Post-test

·         Variety of Learning Methods

·         Lectures

·         Case Studies and Self Questionaires

·         Group Work

·         Discussion

·         Presentation


Course Fees:


This rate includes participant’s manual, Hand-Outs, buffet lunch, coffee/tea on arrival, morning & afternoon of each day.


Course Timings:

Daily Course Timings:

    08:00 - 08:20       Morning Coffee / Tea

    08:20 - 10:00       First Session

    10:00 - 10:20       Coffee / Tea / Snacks

    10:20 - 12:20       Second Session

    12:20 - 13:30       Lunch Break & Prayer Break

    13:30 - 15:00       Last Session

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