Master Teleselling Online

Course Type:  Online Course

Media Type: Interactive Video

Course Length: a

Price: Rs. 2000



Course valid for 3 months

Introduction

Master Teleselling online is a set of simulation based modules which will help the learner, hone and develop their tele-selling skills that will enable them to sell effectively.


These modules will help the leaner Identify the appropriate process for tele-selling, Prepare for a telesales call, Hone basic listening and speaking skills, Greet the customer appropriately, Use effective questioning techniques to gather pertinent information from the customer, Use effective techniques to handle customer's queries and objections, Use appropriate closing techniques to close a call etc 


The module is covered through 6 levels. Each level gets more and more complex with respect to the type of product and the complexity of customers or problems.

The course is covered through 6 levels. Each level gets more and more complex with respect to the type of product and the complexity of customers or problems.

The Six levels are
  • LEVEL 1 - Mobile plan
  • LEVEL 2 - Loyalty card
  • LEVEL 3 - TV Shoppe Network
  • LEVEL 4 - Home Insurance
  • LEVEL 5 - Card Protection Plan
  • LEVEL 6 - Child Education Plan (Insurance)
Level 1:  Mobile plan

Content Covered: 

1. Steps of the sales process:

a) Opening the call by Starting Right 

b) Building rapport  

c) Need Analysis  

d) Presenting the product 

e) Handling objections  

f) Negotiating 

g) Taking Order  

h) Closing the call


Level 2:  Loyalty card

Content Covered: 

1.   Use "Attention Grabbers", words such as: suggest, recommend, discount
2.   FFF concept: Feel, Felt and Found (objection handling)
3.   Basics of Negotiation Skills
4.   Positive Attitude: Using positive phrases and words over negative words

Level 3:  TV Shoppe Network

Content Covered: 

1.   Elevator pitch: a product specific benefit statement that lasts less than 15 secs. Use of comforting phrases and words (less obligatory / intimidating and tentative): "Depending upon your need", "might", "maybe", "possibly"  
2.   Empathizing with a customer
      Empathy statements / words: 

a) For inbound and outbound scenarios: 

b) I definitely will make sure that it gets sorted… 

c) You will surely be able to enjoy… 

d) I absolutely agree… 

e) I can certainly help you… 

3. Open ended questions & Close ended questions 
4.   Dealing with irate customers and their idiosyncrasies 
5.   Three types of objections:      

a) I don't have time     

b) I don't have money

c) I'll think it over 

6.   Listening skills 
7.   Positive Attitude: Using positive phrases and words over negative words

Level 4:  Home Insurance

Content Covered: 

1.   Elevator pitch: a product specific benefit statement that lasts less than 15 secs. 
2.   Empathizing with a customer
      Empathy statements / words:

a) For inbound and outbound scenarios: 

b) I definitely will make sure that it gets sorted… 

c) You will surely be able to enjoy… 

d) I absolutely agree… 

e) I can certainly help you… 

3.   Dealing with irate customers and their idiosyncrasies 
4.   Listening skills 
5.   Positive Attitude: Using positive phrases and words over negative words

Level 5:  Card Protection Plan

Content Covered: 

1.   Elevator pitch: a product specific benefit statement that lasts less than 15 secs. 
2.   Lateral thinking: Creativity and Innovation
      Presenting the benefits of the product/service in an innovative / unconventional way
      Preparing an innovative pitch 
3.   Dealing with irate customers and their idiosyncrasies 
4.   Effective Negotiation Strategies:  
      Win-win
      Win-loose 
5.   Listening skills 
6.   Effective closing strategies:

a) The Direct Close: "So, would you like to place the order now?”

b) Assumptive Close: "So, how many pieces should I deliver today?"

c) Choice Close: "Would want me to deliver a single pack or the double?"

d) Give it a try close: "Would you like to give it a try? 

7.   Positive Attitude: Using positive phrases and words over negative words 
8.   Talk the language that customer understands

Level 6:  Child Education Plan (Insurance)

Content Covered: 

All the Concepts