1. SMART Sessions Professional Selling on the Telephone www.goodfoot.co.uk +44 (0) 1926 859 060 gaining rapport and influencing through the phone Professional Selling on the Telephone

2. SMART Sessions Professional Selling on the Telephone www.goodfoot.co.uk +44 (0) 1926 859 060 style  fast paced overview  hints and tips  slides on-line  short exercises  discussions

3. SMART Sessions Professional Selling on the Telephone www.goodfoot.co.uk +44 (0) 1926 859 060 topics  How to gain rapport on the telephone  How to structure our conversation  What information to seek out and what information to give  Closing: How to make an agreement which sticks

4. SMART Sessions Professional Selling on the Telephone www.goodfoot.co.uk +44 (0) 1926 859 060 How to Gain Rapport on the Telephone

5. SMART Sessions Professional Selling on the Telephone www.goodfoot.co.uk +44 (0) 1926 859 060 communication  tone and words are more important than in normal communications

6. SMART Sessions Professional Selling on the Telephone www.goodfoot.co.uk +44 (0) 1926 859 060 needs of the caller  To be recognised and remembered  To feel valued  To feel appreciated  To feel respected  To feel understood  To feel comfortable about a want or need

7. SMART Sessions Professional Selling on the Telephone www.goodfoot.co.uk +44 (0) 1926 859 060 steps for service 1.Professionalism 2.Speedy Responses 3.Accurate Information 4.Genuine Concern 5.Reliable Follow-through

8. SMART Sessions Professional Selling on the Telephone www.goodfoot.co.uk +44 (0) 1926 859 060 turn negative into positive  “She’s not in yet.”  “It’s a computer problem.”  “Your file must be lost.”  “That’s not my job.”  “We never received your letter.” what statements would you prefer rather than the above?

9. SMART Sessions Professional Selling on the Telephone www.goodfoot.co.uk +44 (0) 1926 859 060 How to Structure our Conversation

10. SMART Sessions Professional Selling on the Telephone www.goodfoot.co.uk +44 (0) 1926 859 060 structure Tips for professionalism: ask permission to ask questions summarise and ask ‘anything else?’ make noises when they are speaking keep notes on personal data slow down your speech slightly if the conversation is going to be too long, explain how you are going to research and get back to them

11. SMART Sessions Professional Selling on the Telephone www.goodfoot.co.uk +44 (0) 1926 859 060 Seeking and Giving Information

12. SMART Sessions Professional Selling on the Telephone www.goodfoot.co.uk +44 (0) 1926 859 060 developing the sale Information to SeekInformation to Give what is driving the decision? who else is involved? what are the long term goals? what are their customers demanding? how would they like to review Prodrive’s service to them? upcoming events new product releases press releases new staff / colleagues new process which will help them offers / incentives

13. SMART Sessions Professional Selling on the Telephone www.goodfoot.co.uk +44 (0) 1926 859 060 signs of an angry caller  High-pitch speech  Long pauses  Sighs  Demands  Short-terse answers  Volume gets louder

14. SMART Sessions Professional Selling on the Telephone www.goodfoot.co.uk +44 (0) 1926 859 060 steps for dealing with anger 1. Deal with feelings first. Listen and respond with empathy. 2. Ask questions to get specifics about the complaint 3. Summarise caller’s problem to get agreement 4. Offer a choice of alternatives to fix the problem 5. Let the customer decide which alternative to use 6. Follow through on what you agree to do 7. When possible, do something extra Information to seek: feelings, events which triggered, their experience, their expectations Information to give: summary, alternatives, clarity on next steps

15. SMART Sessions Professional Selling on the Telephone www.goodfoot.co.uk +44 (0) 1926 859 060 Closing the Call

16. SMART Sessions Professional Selling on the Telephone www.goodfoot.co.uk +44 (0) 1926 859 060 closing  Be positive  End with something personal if you can (to help them remember you)  Be clear on actions and meet expectation  Commit to follow up

17. SMART Sessions Professional Selling on the Telephone www.goodfoot.co.uk +44 (0) 1926 859 060 Professional Selling on the Telephone Thank You www.goodfoot.co.uk/downloads/prodrive.aspx