1. Planning your work Loading into scheduler Working Conditions Tools of the trade Preparing relevant information Have a clear objective for each call

2. Reasons/objectives for the call Make sure it is in your objective box Build Relationship Get an order Give helpful information Minimum requirement is always data collection Always ask when should call again

3. Data Collection Check Address Request E-mail and fax Other relevant contact? Business Type Products of interest Databases are better than text

4. Scripting and USPs Should you use a script Where should the information be? What is a USP? Can you define your company USPs

5. Your script

6. Your USPs

7. Gatekeepers What is the gatekeeper? How can you get past them What techniques should you use Record their details The gatekeeper can help

8. Main Buyer Types Transactional - interested in price Consultative- interested in service Enterprise - interested in the relationship Others Use Level to record?

9. Why people change Because of convenience - 3% Because of Miscellaneous Reasons – 5% Because of Relationships – 9% Because of Price – 15% Because of Perceived Indifference – 68%

10. Telephone techniques Similar to in person First impressions count - 3sec rule, Be Polite Length of call Next call LISTEN

11. Conversational techniques It is about their business - ask about it Their interests - where to record Your last conversation Using general notes What do you talk about? …..and your company / service

12. Basic selling skills What is a buying signal? A relevant question A pause A price request Generally not a literature request

13. Listening and questioning The most important skill Your script will help you question What is an open question Record the answers - where? Typing while on the phone Updating your system

14. The proposition What are you offering that is different - USPs What proposition will you put to the customer Why should they accept What about CLOSING

15. Basic closing techniques Ask for an order Alternative close Fear close Quantity close Question close Other closing techniques

16. Handling Objections Not enough time Send me some information Your company is cr** Do not use your service Not interested What is your price

17. Motivation Dealing with rejection Making telemarketing interesting Awkward customers Your colleagues Rewards Success