Telesales Presentation
-
Upload
api-19998627 -
Category
Documents
-
view
136 -
download
1
Transcript of Telesales Presentation
![Page 1: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/1.jpg)
Raya Contact Center
Telesales
![Page 2: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/2.jpg)
Raya Contact Center
Objectives
• To get a briefing view for the Telesales Culture.
• Getting to know who is the customer and how can I help him?
• directing the agents to know the science behind the sales process
• Enhancing the communication skills.
• How can I handle an objection and the types of objections
• Improve the Sales Achievements.
![Page 3: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/3.jpg)
Raya Contact Center
Course Outline
Definition of SalesTypes Of SalesWhat Could be Sold ?Sales elementsPower of perceptionWhy do people buy?Value & CostSelling processHandling objectionsClosing, buying signalsCross & up selling
![Page 4: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/4.jpg)
Raya Contact Center
Definition of sales:
![Page 5: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/5.jpg)
Raya Contact Center
• Actually definitions differs from a regular person point of view, sales person, marketer, to a telesales point of view.
• Sales is defined in the dictionary as:
• Transaction that involves the transfer of services/products for money.
• The exchange of goods or services for an amount of money or its equivalent; the act of selling
Definition of sales
![Page 6: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/6.jpg)
Raya Contact Center
Our definition of sales
![Page 7: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/7.jpg)
Raya Contact Center
"selling is a series of agreements reached between two people by Identifying the need and satisfying
it”
![Page 8: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/8.jpg)
Raya Contact Center
Types of Sales
![Page 9: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/9.jpg)
Raya Contact Center
Direct Sales
• Face to face interaction, like when you go to buy a shirt from a store or buy a car.
Indirect Sales.
• Buying a product through the internet, phone, or television
Types of Sales
![Page 10: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/10.jpg)
Raya Contact Center
What Could be Sold ?
![Page 11: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/11.jpg)
Raya Contact Center
Tangible Goods
You can touch & see
PRODUCT
Intangible Goods
You can’t touch & see
SERVICE & IDEA
What Could be Sold ?
![Page 12: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/12.jpg)
Raya Contact Center
Examples of product, Services & Ideas
![Page 13: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/13.jpg)
Raya Contact Center
Sales Elements
1. Customer
2. Sales person
3. Product / Service / Idea
![Page 14: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/14.jpg)
Raya Contact Center
Sales Effectiveness
Each one of us is a natural born seller but we only use 10% of our sales potential and holding back the rest of
the 90% we have.
![Page 15: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/15.jpg)
Raya Contact Center
The Question now is how to use the remaining 90% of the sales potential we have
![Page 16: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/16.jpg)
Raya Contact Center
Power of Perception
![Page 17: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/17.jpg)
Raya Contact Center
Power of Perception
• People don’t buy for your reasons.
• People buy for their own reasons.
![Page 18: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/18.jpg)
Raya Contact Center
![Page 19: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/19.jpg)
Raya Contact Center
Why Do People Buy ?
![Page 20: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/20.jpg)
Raya Contact Center
• People buy for their own reasons not your reasons.
• People buy to be better of…after taking the decision than worse of…..before taking the decision of buying.
• People buy to improve their current condition.
Why Do People Buy ?
![Page 21: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/21.jpg)
Raya Contact Center
• The person who takes the purchase decision, has three choices.
A. Buy from you.
B. Buy from someone else.
C. Don’t buy at all
• People buy to satisfy their emotional needs.
• Then it is identifying the needs, that is the most important
Why Do People Buy ? (Continued)
![Page 22: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/22.jpg)
Raya Contact Center
Remember!!!
All decisions are rational decisions based on emotional decision
![Page 23: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/23.jpg)
Raya Contact Center
Fearof loss
People are motivated by two poles
Desirefor gain&
![Page 24: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/24.jpg)
Raya Contact Center
Fear Of Loss
• People fear that they will take the wrong decision.
• How many times you bought something that you didn’t find value for it after then?
• Customers fear of limitation of their options, when they buy your product they will not be able to buy other alternative.
![Page 25: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/25.jpg)
Raya Contact Center
Desire To Gain
• Customer has a desire to gain your product to fulfill certain need he has.
• Some times there is some hidden needs the customer does not realize
![Page 26: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/26.jpg)
Raya Contact Center
Value VS Cost
![Page 27: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/27.jpg)
Raya Contact Center
• Is how much, physical and emotional effort, time, & money buyer spend to get the product
Cost
![Page 28: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/28.jpg)
Raya Contact Center
Benefits
Its how the features will satisfy a certain need for the buyer
![Page 29: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/29.jpg)
Raya Contact Center
Value
Its how much emotional satisfaction
(the product, service, or idea) provide to the buyer
![Page 30: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/30.jpg)
Raya Contact Center
Benefits
Cost
![Page 31: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/31.jpg)
Raya Contact Center
Its all about increasing the customer benefits and decreasing the cost.
Cost is not only money or price.
![Page 32: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/32.jpg)
Raya Contact Center
What other costs could be?
![Page 33: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/33.jpg)
Raya Contact Center
People do not buy products they buy benefits and our job is to sell benefits
![Page 34: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/34.jpg)
Raya Contact Center
Selling Process
![Page 35: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/35.jpg)
Raya Contact Center
Cold Calls
![Page 36: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/36.jpg)
Raya Contact Center
The selling process
Preparation
The opening (introduction)
Need and problem identification
Presentation & demonstration
Dealing with objections
Closing the sale
The follow-up
The
sales
pitch
![Page 37: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/37.jpg)
Raya Contact Center
Objective for every call
"What do I want them to DO as a result of this call,
and what do I want to do?“
1. You should be able to separate the previous
call from the next one.
2. Know the benefits of your product & the
value of each benefit
3. Prepare questions for your call using your
call objective.
1. Pre - Call Planning
Call
![Page 38: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/38.jpg)
Raya Contact Center
2. Opening (first impression)
• Creates curiosity & interest so the customer will move to asking questionsYou have something important to communicate (hint at the result or the benefit in your 1st sentence)EX:
•Gain pleasure
•Avoid pain
•Make money
•Save money
![Page 39: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/39.jpg)
Raya Contact Center
3. Need and problem identification
Through:
1. Listening
2. Asking questions
![Page 40: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/40.jpg)
Raya Contact Center
What makes a good listener?
• Patience
• Concentration
• Understanding
• Focus
• Never assume
![Page 41: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/41.jpg)
Raya Contact Center
• One of the most common mistakes made by amateur telesales personal, is adding (ahhhhhh, Mmmmm)
• Adding the “ahhh” & “Mmmm” is made subconsciously as to give a person time to think as to give a proper answer
Voice
![Page 42: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/42.jpg)
Raya Contact Center
• “ahh” & “Mmm” will reflect subconsciously hesitance, non-confidence & some time dishonesty
• When you feel like, you need time to think pause but do not add “ahh” or “Mmm”
Voice
![Page 43: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/43.jpg)
Raya Contact Center
Types of Questions
1. Open Ended Questions
2. Closed Ended Questions
3. Probe Questions
4. Closing Questions
![Page 44: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/44.jpg)
Raya Contact Center
Open Ended Questions
• Question where its answer will need explanation & not going to be yes or no answer
• Ex: Why you choose this product?
• It is used to obtain information
![Page 45: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/45.jpg)
Raya Contact Center
• Question which the answer will be two or more choices
• Ex: would you like to save money?
• Most properly is asked to direct the conversation or to make sure of information
Closed Ended Questions
![Page 46: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/46.jpg)
Raya Contact Center
Probe Question
• Questions based on information got from the answer of previous question
• Ex: you said you left your company 3 years ago, can I ask you why?
• It is used to confirm information, plus it helps to build a better rapport
![Page 47: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/47.jpg)
Raya Contact Center
Closing Questions
• Questions which its answer needs commitment
• Ex: if I can save you 10% would you sign with me right now?
• Helps to get the unrevealed objections
![Page 48: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/48.jpg)
Raya Contact Center
• On phone you are operating 55% less effectively (without body language). So, you must improve your vocabulary and the way you “come across”
• You need to present yourself clearly and confidently, get their feedback, know when to ask for the order & when to hang up
Develop good verbal skills
![Page 49: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/49.jpg)
Raya Contact Center
4. Presentation & demonstration
Remember…
Value
=
Benefit - Cost
![Page 50: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/50.jpg)
Raya Contact Center
When a customer talks
When a customer talks you gain several advantages:
1. You find what the customer wants
2. You find what is in the mind of the customer
3. You have the advantage to think about the sale and
develop some ways of satisfying the customer’s
desire
![Page 51: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/51.jpg)
Raya Contact Center
When the Salesperson starts talking
But when the Salesperson starts talking…
• The customer gets bored.
So learn the art to get the customer talking
![Page 52: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/52.jpg)
Raya Contact Center
5. Dealing with Objections
Why Objections?
• Customer’s give objections because:• They don’t have time
• They want to know more information
• They want to make sure that they are taking the right decision
• They don’t have enough reasons to continue talking to sales person
![Page 53: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/53.jpg)
Raya Contact Center
• There are 2 types of objections:
1. Real objection (condition):
– It’s a real condition the customer has, like, you can’t sell shoes to a person who just lost his legs
Objections
![Page 54: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/54.jpg)
Raya Contact Center
2. Fake objection (go away objection)
– Its an objection to get the sales person off the phone
– Always keep in mind buyer are liars
– People don’t always say ALL what they feel or think
Objections
![Page 55: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/55.jpg)
Raya Contact Center
• 1st step:
• To handle objection, is listening as to make sure, that you will handle the right concern
• As objections could just be a result of misunderstanding or miscommunication
Handling Objections
![Page 56: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/56.jpg)
Raya Contact Center
2nd step
• Confirm the objection you heard (if possible)
• Confirm on the objection itself i.e.: so you want to talk to your wife?
• Confirm on the reason behind the objection i.e.: is that because your wife will be involved in the paying or you need to take her advice?
Handling Objections (Continued)
![Page 57: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/57.jpg)
Raya Contact Center
Handling Objections (Continued)
3rd step:
• Translate objections into questions, as it is much easier to answer questions more, than answering objections
• Ex: I want to talk to my wife?• Why should I buy now and don’t have to talk to my wife?
![Page 58: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/58.jpg)
Raya Contact Center
4th step:
• Is to answer the concern behind the objection
• Finding alternatives to solve the problem of the concern
• Choose the best one then apply it to the customer
Handling Objections (Continued)
![Page 59: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/59.jpg)
Raya Contact Center
5th step:
• Is always end up with a question, as to regain control over the call
• As after an objection the sales person lose some of the control, and the only way to regain it is asking a question
Handling Objections (Continued)
![Page 60: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/60.jpg)
Raya Contact Center
6. Closing
• Direct to close (with direct question)
EX: You’ll pay cash or by visa
• Indirect close
EX: So, inform me your address to be delivered to you.
![Page 61: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/61.jpg)
Raya Contact Center
Here are some rules to follow in closing
Close when your customer wants to buy, not when you want to sell.
The easiest to close the sale is after handling an objection.
Transfer a Sense of Urgency to your customer into buying now.
![Page 62: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/62.jpg)
Raya Contact Center
Proven closing techniques
Ask three "Yes" questions before you close the sale.
Give the Customer a Choice:- E.G. "Do you like the red color or blue color?" or "Will this be cash or on your account?"
Summarize the whole presentation emphasizing the benefits.
![Page 63: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/63.jpg)
Raya Contact Center
When saying this part you must be
– Confident
– Don’t apology
– If you break ….. you’ll lose
EX: The price is……
That will be for….
Pricing
![Page 64: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/64.jpg)
Raya Contact Center
Buying Signals
There are some buying signals that indicates the customers willing to buy such as :
• Asking detailed questions EX: Is there any other colors
• Expressing agreement EX: that seems good
• Asking time scale question EX: when it will be delivered
• Asking clarification question EX: How does it work
![Page 65: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/65.jpg)
Raya Contact Center
When Closing
• Try to take referrals
• Thank the customer for his time.
![Page 66: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/66.jpg)
Raya Contact Center
7. Follow Up
• Cross / Up Selling
![Page 67: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/67.jpg)
Raya Contact Center
Up selling
Increasing the value of the sale asking the customer to commit to a higher quantity
1. Avoid the question “Anything else” instead give the customer suggestion
2. Show him the benefit
![Page 68: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/68.jpg)
Raya Contact Center
Cross-selling
Increasing the value of the sale by selling the customer complimentary product, you should point out the benefit to the customer
![Page 69: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/69.jpg)
Raya Contact Center
• Listen carefully
• Take notes
• Silence is powerful
• Use POSITIVE LANGUAGE “I am sure” or “I am certain” or “I know”, Not “maybe”, “perhaps” or “possibly”
• Use closing questions like “wouldn’t you?”, “isn’t it?” and “won’t you?”
Remember
![Page 70: Telesales Presentation](https://reader034.fdocuments.net/reader034/viewer/2022051609/54688f8eb4af9ffe088b47d1/html5/thumbnails/70.jpg)
Raya Contact Center
Thank You !!!