1. Selling SEM1 1.09 A - Selling PE - Process the sale to complete the exchange PI - Process telephone orders

2. Describe the nature of telephone orders in selling. Increase revenues Give your phone customers instant gratification Reach markets that may not be able to come into your brick and mortar store Reach international markets Phones are an extension to online selling Interact with customers and uncover additional needs and wants

3. Discuss the importance of speaking slowly and clearly when processing telephone orders You want the customer to clearly understand what you are saying. – This increases accuracy and allows you to match their wants and/or needs to sell them the product that will fit their desire Make sure to match the customers pace. – Do not talk too fast or slow. Follow the customers lead Make sure you have the correct information by repeating back to the customer

4. Explain the need for accuracy when processing telephone orders in selling. Customer satisfaction – If you have too many mistakes you will lose business to your competitors Fewer returns based on incorrect information – Customers will not send back unwanted products Lower expense costs due to proper order processing Less unproductive time spent with customers

5. Identify types of information to obtain when processing telephone orders. Customer Name – 1 st thing – You need to obtain the customer name and number (in case you get disconnected) – Check the company data base for the customer contact information Obtain mailing address and payment information. Obtain information on what the customer wants to order. Be sure to read it back before hanging up to double check information and ensure accuracy.

6. Process an incoming telephone order #1 Introduce yourself when you answer the phone Example: – Good morning Smith Sports, Mr. Anderson speaking; how may I help you? – Remember this is the first impression of the business so professionalism counts! Obtain customer name and verify – Check the company’s database for the name – Obtain additional information if customer is not in the system

7. Process an incoming telephone order #2 Process the customer’s sales order – Answer any questions about the products – Very important to understand customers wants and needs so they receive what they really desire Obtain customer payment information unless database has this information Read the order back to customer for verification Thank the customer for their business and provide shipping information

8. Do’s and Don’t On the Phone Pleasant and sincere voice (smile) while you talk on the phone Create positive mental picture while on the phone of your product/service Do not talk too quickly (Match your speak speed to the customers) Make conversation short and to the point Have all information available. People do not like to be on hold. Do not do all the talking, do not interrupt your customer Be as courteous as possible (pretend you are face to face)

9. Phone Order Process Answer the phone by identifying your company, giving your name, and offering help Get all pertinent customer contact and payment information Explain product features and benefits to match a product to satisfy customer needs and wants Correctly record and process customer order

10. Phone Order Process Repeat pertinent information for customer confirmation to avoid mistakes Give order confirmation number to the customer Thank the customer for their business Provide customer with customer service contact information

11. Links (Notes in Action) Template of actual telephone order (information collection) http://www.docstoc.com/docs/446979/Telephone-Sales- Order-Form-template Video of Processing a Telephone order for online order http://floristwiki.ftdi.com/index.php/Processing_Incomin g_Phone_Orders_Video_Demonstration