Top Telesales Techniques Ebook

Contents

About the Author

Introduction

Pre-call Planning

Getting Through the Gatekeeper

• When this does not work!
• Building Rapport Quickly
• When they ask what it's about?

Handling Voicemail

• The Correct Way to Leave a Voicemail Message
• How Not to Leave a Voicemail
• More Things to Consider About Voicemail

The Importance of Your Tone of Voice

• Emphasize certain words
• Smile
• Watch your speed
• Voice Exercises
• Stand up

How to Open a Cold Call

Starting a Cold Call with an Interest-grabbing Statement

• Mistakes that Telemarketers Make

Ideas for Creating Good Interest-grabbing Openers

• Creating Good Interest-grabbing Opening Statements
• Examples of Good Interest-grabbing Openers
• Interest-grabbing Openings for Inactive Customers
• Interest-grabbing Openings for Active Customers

How to Make an Appointment

The Art of Questioning on a Cold Call

• Mistakes Telemarketers Make!

Guidelines for Effective Questioning

Listening Skills

• Visual
• Auditory
• Kinesthetic

Words to Avoid in a Sales Conversation

• Never use the word "BUT" to counter an objection
• Avoid Negative Language
• Change "Why" questions to "How" questions
• Avoid closing conversations with "Not a problem" or "No worries"
• Start using the words "for You" in your presentations
• Avoid "Sorry to keep you" and "Are you still there?"

How to Handle Every Objection

Dealing with the Price of Your Product or Service

More Ways to Deal with the Money Issue

How to Deal with People that Avoid Making a Decision to Buy

Closing the Sale

How to Ask for the Order

How to Do the Follow-up Call

How to Ask for Referrals

• Mistakes People Make
• What stops you from asking for a referral?
• The "Asking for Referrals" Script
• More Referral Tips
• Important Points to Remember:

How to Overcome Call Reluctance

• What to Do when Call Reluctance Strikes
• Why Does this Happen?

Making Some Quick Sales From Your Own Database

• Call Your "A" Customers First
• Call Your "B" Customers Second
• Call Your "C" Customers Third

About The Author

Jenny Cartwright

Jenny Cartwright, Australia's award winning telemarketer and trainer, tested and proved the ideas in this book with sixteen years of research work and telephone selling experience before sharing them with you.

Following a successful career in face-to-face selling as Sales and Marketing Manager of Telford Hotels and then International Sales Manager for Centralian Hotels, Jenny changed direction to telephone selling.

From 1991 to 1997, Jenny successfully promoted Tom Hopkins and Anthony Robbins on four of their visits to Australia through direct mail and telemarketing campaigns. She also promoted Zig Ziglar, Sales Congress 91,92,93,94,95,96 and 97, James Rohn, Denis Waitley, Harvey Mackay, Michael Gerber and Jay Abraham!

Since 1995, Jenny conducted in-house customised sales, telesales and customer
service training for companies and individuals around Australia. Some companies
she has helped are Australian Casualty and Life, Macquarie Corporate Telecommunications, People Telecom, Tourism Tasmania, Prudential Corporation, Phillips Components, The Real Estate Institute, The Valuer General's Department, APS Chemicals, MSA, National Investment Institute, Hexal Pharmaceuticals, ID Warehouse, Delaney Kelly Golding, Acorn Australia, APS Chemicals, R.M. Smith &Son, Phytomedecine, Chandler Macleod, Australian Associated Press and ING Life.