1. Mastering the Psychology of Selling by Phone

2. What is an Small Business Entrepreneur? Entrepreneur n. a business man or woman of positive disposition who attempts to make profit from opportunities by risk, initiative and guidance from 2-small-business.com

3. The 4 Steps to Success in Selling Arousing Curiosity/attention in your product Interest in doing something about it Desire for one product or service in particular Action

4. ATTENTION With an incoming call,this may have been achieved by your advertising, marketing, PR, emails, mail-shot or satisfied client referral When making an outgoing call, then you must get the prospect’s attention by – Using relevant benefit statements – Asking pertinent problem related questions

5. INTEREST Establish the level of interest in your product, by Probing, to find out what they want Introducing things they may not have thought of Summarising and prioritising Pre-closing the caller to test for commitment to purchasing

6. DESIRE Convert interest into desire by: – Showing them what you can do for them – Match your benefits to their needs – Answering their questions confidently – Confirm they are happy to proceed – Induce them with special offer, pricing etc

7. ACTION Ask for the order or commitment – Get feedback throughout the call or presentation – Handle all objections as they arise – Use frequent trial closes “IF you were to order…” – Ask for the order

8. QUESTIONNING SKILLS Ask open questions to gain INFORMATION “what are..”, “How do you..” Ask closed questions to gain COMMITMENT “If you..”, “do you..”, “Would you..”

9. In-Coming Calls Take the order – Get their contact and full company details – Get the Invoice and delivery details – Product details, quantities and specifications – Be clear on payment terms

10. In-Coming Calls Confirm it is what the customer wants – You don’t want the wrong items delivered – Ensure it is the right size, colour, in-stock etc – Confirm the use of the items ordered

11. In-Coming Calls Up-sell, Cross-Sell and Re-Sell other products – When taking the order, use phrases like: – “many of our customers prefer…” – “did you know that we also offer…” – “have you heard about our new…” – Ask about other products and services – Remind caller of your special promotions

12. In-Coming Orders Do they have an account ? What is their credit limit/are they on hold ? Is payment with order ? Will authorisation be required ? Will they send confirmation ? Where did they hear about you ? What made/prompted them to call ? Who had they been using before you ? What else do they buy ?

13. In-Coming Calls Are out-going calls harder to make ? Think, with an in-coming call, you have no control over: When they are going to call you Who you are talking to What they will want to talk to you about You are being REACTIVE not PROACTIVE

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