Telesales Training

Creating Successful Business Introductions by Phone

There is an old saying – “You never get a second chance to make a first impression”

Often companies will spend a great deal of money recruiting and hiring staff for business. Call centers around the world often have the very best technology and equipment, BUT all too often staff are not trained to a high enough standard. Amazingly many businesses will invest a fortune in buying data for product introductions and sales but staff often lack the awareness and precision to use it to maximum effect. The “Opening doors” training teaches employees the precise skills needed to engage potential customers and create opportunities in a conversational and creative manner.

Communication by phone is very different to face to face introductions. It’s commonly accepted that in phone communications the first 7 – 10 seconds are crucial. During this key period three objectives need to be addressed which are

•Who you are
•Where you are from
•Why you are phoning? – The “WIIFM element” for the client

Common Mistakes – How to lose potential Customers…

One of the most common mistakes made by businesses is not to pay attention to the very first communication on the phone. Below are some typical exchanges that occur when staff are not properly trained.

Caller – “Hello Mr X, how are you today?”

Flattering as it is to have somebody enquire about my health, it’s an irrelevant question and crucially does not create a reason for me to want to listen to the call.

Caller – “Hello Mr X, I can save you time and money”

Response – “Great, exactly how much time and money are you going to save me?”

This is another ill-advised question, where the caller is not really thinking about what they are saying and how this will impact on the client!

The WIIFM Factor – Make an impact or you may as well burn data!

Smart businesses appreciate that if you want to make an impact with clients you have to create impact. This is done by creating the “What’s in it for me factor” (WIIFM) In phone communications you have to achieve this in the first 7 – 10 seconds and give the client a reason to listen to you. The opening doors training addresses this by teaching the following –
•Identifying the key opening phrases that create impact and make the client want to listen to you
•Developing an awareness of how language can be used with precision to generate client interest
•Learning how to develop excellent voice skills to engage client attention
•Knowing how to build excellent rapport with a wide range of customers in an effortless manner

The Next Step to empowering your staff for telesales training to maximize results

Prior to agreeing any business training we make sure we have an in depth conversation to fully explore how to address your company’s needs. This “Opening Doors” training is a creative and impactful way to empower staff for business success. The style of training is highly interactive and teaches staff to think and respond intelligently when communicating with potential customers. This training is especially relevant for PPI Claim businesses, Debt advice businesses and other companies that need to stand out from the crowd and really engage clients in a creative manner.

Booking a session with Nick Kemp

Over the years I have found the following formula to be an excellent way of working with clients to ensure that they receive the maximum results in the most cost effective manner. Before I take on any client it’s crucial for both of us to be confident that we can work together. This means that that we are clear about what is needed on an individual or group basis, so an initial discussion and definition of expectations is invaluable.
All coaching and business consultancy is designed specifically for each client. For coaching I advise an initial two hour session which to date has proved to be the best use of time. Prior to this 1 – 1 meeting I always ask clients to complete a full set of client notes detailing exactly what they want from a session. Please go to the contact page to request a set of client notes.