Telephone Selling - Advanced
Starting dates and places
Description
Prerequisites:
Delegates should have attended Telephone Selling or have similar skills experience.Course Description:
This module's outcomes are two-fold. Firstly, it will enable you to identify your current strengths as a telesales person. Secondly, it will enable you to use advanced communication tools to obtain a better outcome with your customers including relationship management.
This course includes the following modules:
Creating Rapport
- This module focuses on developing a win/win relationship with the customer by pacing, matching and leading their behaviour:
- - Pacing, matching and leading voice and body language
- - Pacing, matching and leading beliefs and values
- - Pacing, matching and lea…
Frequently asked questions
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Prerequisites:
Delegates should have attended Telephone Selling or have similar skills experience.Course Description:
This module's outcomes are two-fold. Firstly, it will enable you to identify your current strengths as a telesales person. Secondly, it will enable you to use advanced communication tools to obtain a better outcome with your customers including relationship management.
This course includes the following modules:
Creating Rapport
- This module focuses on developing a win/win relationship with the customer by pacing, matching and leading their behaviour:
- - Pacing, matching and leading voice and body language
- - Pacing, matching and leading beliefs and values
- - Pacing, matching and leading speech patterns (predicates)
- - Pacing, matching and leading sensory language
What Customers Buy
- This module addresses the areas of customer needs and focuses on real buying decisions:
- - Looks at the different types of customer needs and the effect on the customer's buying decision
- - Establishes the two types of customer needs: Organisational and human
- - Identifies selling strategies to satisfy the human needs
10 Unconscious Laws of Persuasion
- This module identifies the unconscious laws of persuasion the rules that customers will follow within the sales process. The 10 laws are:
- - Law of reciprocity
- - Law of time
- - Law of contrast
- - Law of friends
- - Law of expectancy
- - Law of association
- - Law of consistency
- - Law of scarcity
- - Law of conformity
- - Law of power
Gap Analysis and Chunking
- This module is about identifying and using powerful questioning models to determine stated and latent needs:
- - Understanding the 'logical level' model including 'chunking'
- - Gap analysis identifying problem gaps or growth gaps
Sensory Strategies
- This module considers the language and thinking patterns used when communicating. It develops the skill of identifying the customer's primary style and using that style to influence:
- - The 'meta model' of communication:Deletion, generalisation, distortion
- - The v.h.f. Thinking and language patterns: Visual, hearing, feeling
Meta Programs
- This module identifies the 6 unconscious strategies that customers use to motivate themselves when making purchasing decisions. The 6 customer motivation strategies:
- - Level
- - Direction
- - Source
- - Reason
- - Decision factors
- - Convincer channel and mode
Hypnotic Language Patterns
- This module addresses specific words and phrases the can have a major impact when persuading and influencing your customers:
- - The use of 'tag questions' to obtain 'yes's' from the customerEmbedded commands
- - Structuring questions and statements in a way that sends positive 'commands' to the customer's unconscious decision making filters
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