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TELESALES REP TRAINING
ASSOCIATION OF
ALTERNATIVE NEWSWEEKLIESHilton Minneapolis - November 3, 2001
Mitchell LieberPresident - Lieber & Associates
Chicago, Illinois773-325-9400 [email protected]
Free TeleSales KnowledgeBurst Newsletter atwww.LieberAndAssociates.com
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Train the Trainer Session
• Make This Your Own
• The Big Picture
• Inbound Calls
• Outbound Calls
• Telephone Techniques for Both
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Section IThe Big Picture
WE’LL COVER...
• Call Center Mission
• How Should Callers Feel After They Have Called?
• Attitude
• Changing Your Mood to a Good One
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Call Center MissionOne Example
• Calls answered promptly and directly (no bouncing around)
• Knowledgeable and courteous
• Most requests handled in 1 call to 1 person
• No request requires follow-up calls from customers -- we call them with status reports on pending items
• Responsive to customer’s needs and requests
• Follow-up
• Teamwork
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How Should Callers Feel After
They Have Called?
• Valued• Helped• Better informed• Happier - having a better day
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Attitude
• Why is attitude so important?
• Positive attitude– Creator of sales, voice sound, word choice– Effect on customers, work enjoyment
• Can you hear a smile?
• Positive words - “can do”
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Changing Your Mood to a Good One
• Cure for a bad day• Brain chemistry• How to visualize your way to a
positive attitude• How to smile your way to a
positive attitude
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Section IIParts of An Inbound Call
WE’LL COVER...• Greeting
• Active Listening
• “Can Do” Attitude
• What to Say While Checking or Waiting for the Computer
• When You Don’t Know—How to Answer Anyway
• Entering a Call
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Greeting
• Smile happily
• Good Morning/Afternoon
• Your Paper Classifieds
• This is __, how may I help you?
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Active Listening
• What is it?
• What to say?– Uh….– M….– Yes…or I understand
• What it isn’t.
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“Can Do” Attitude
• Positive approach
• Half full cup of water
• NOT, “we can’t…”
• Here’s what we can do for you...
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What to Say While Checking or Waiting for the Computer
• The impact of silence on the caller
• I’m just entering this into the computer…
• “I’m checking for that now…it may take a moment”
• “I am making some notes…”
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When You Don’t Know -- How to Answer Anyway
• That’s a good question +
• Let me get the answer to that for you…
or
I will connect you with someone who should be able to get you that answer.
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Entering a Call
• Standards
• Reason
• Fields
• Calls requiring follow-up
• Once and Done Calls– TARP research
• Close & Up-Sell/Cross-Sell
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Section III Telephone Techniques
• WHAT WE’LL COVER• Courtesy• Verifying• Mirroring• Vocal Strength• Vocal Expressiveness• Irate Caller Technique • Statement-Question Technique
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Courtesy
• Tone of voice
• May I…
• Please tell me…
• Thank you
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Verifying
• Repeat information received
• Field by field method
• Summary method
• At end of ad
• Demonstrates diligence – a service
• Minimizes errors – Minimizes credits and make goods
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Mirroring
• Rate of speed of speech• Adjusting
– Need not be all of the way
• Other types of mirroring
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Vocal Strength Exercise
• Theatre exercise• Read or speak in a stage whisper
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Vocal Expressiveness Exercise
• Theatre exercise
• Sing what you will read or say – Or use the newspaper – Or any written document
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Irate Caller Technique
• Invite them to tell you what happened”
• Listen - actively• Empathize
– Different from agreeing
• Feedback • Tell them what you will do for them• Follow-up• Deliver on your promises
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Statement-Question Technique
• Judy McKee
• Make a statement, then ask a question
• Sales technique
• Objection-responses
• Questions control the call
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Section IVParts of An Outbound Call
WE’LL COVER...• Greeting & Getting Through to the Right Contact• Building Rapport• Purpose of the Call – Create Intrigue• Active Listening • Objection-Responses & “Can Do” Attitude• Closing
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Greeting & Getting Through to the Right Contact
• Secretary or office manager • Gatekeeper• Can say “no” but not “yes”• May be influencer• They are your contact!
– Make them your friend– Acknowledge their importance at their firm– Sell them first – on putting you through
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Building Rapport
• Occurs quickly and throughout call
• Mirroring helps
• Use their name (note B2B vs. B2C)
• Relationship first
• Jerry Hope approach – find commonalities
• Be sincere, be yourself
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Purpose of the Call -- Create Intrigue
• I am calling about classified advertising OR I have potential buyers for some of the houses you have listed.
• I am calling about the rental section in our classifieds OR 50 building managers have used our paper to rent hundreds of apartments in the last 6 months. We believe we can help you fill vacancies too. Our rental advertisers want to avoid a vacancy -- for even 2 weeks or a month. Do you feel the same way?
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Active Listening
• What is it?
• What to say?– Uh….– M….– Yes…or I understand
• What it isn’t.
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Objection-Responses and Can-Do Attitude
• Objection responses – not rebuttals– Few sales are made by debating the prospect
• Be conversational – shouldn’t sound “read” • Be positive – say what you “can do”• Respond and then return to the call guide• Script, role play and practice• Use easel binder and indexes
(or telemarketing software)
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Closing
• Listen for “buying” questions• Start with trial closes - suspend judgment
– If you were to decide to place an ad, would it be for rental property or homes for sale?
– If you did advertise, would you be most interested in classified or display classifieds?
– If you were to advertise, what do you think would be the most important feature of the property for readers?
• Transition into a close– If you were to go ahead, would you want to run in this Thursday’s issue
or next Thursday’s? …
•
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Section VDealing with Rejection & Stress
WHAT WE’LL COVER
• Dealing with Rejection
• Stressors
• Post Call Stress Reduction Technique
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Dealing with Rejection
• It’s a Numbers Game
• It’s Not Personal
• Getting to Yes!
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Stressors
•Why callers are upset
•It’s not you
•How stress gets stored in the body
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Post Call Stress Reduction --3 Steps
1. Muscular release
• Stretch or wring towel
2. Put it aside - don’t focus on it
3. Psych yourself positive for the next call