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Telephone Matters

In today’s challenging times more and more businesses are turning to their telesales teams to generate much needed revenue. Gary Morgan Coaching is the ideal choice to enable businesses to maximise the potential of their telesales staff. I use tried and tested proven methods gained through many years of working in various telesales functions to increase the revenue and profit of those I work with.

If you want to either get ahead or keep ahead of your competitors, then your telesales teams must be able to use effective telephone selling techniques.

Selling on the telephone is vastly different from face- to- face sales and your telesales team need to be equipped with specific skills and techniques if they are to be successful.

What are the key components of a telesales training courses?

Central to any telesales training course is ensuring that the team are empowered to make their own decisions. Here is a short list of the telephone sales training skills I offer as part of the training programme:

  • Preparing to make an effective phone call
  • Introducing yourself and your company
  • Establishing your customers’ needs and desires
  • Asking effective questions
  • Delivering the benefits of your value proposition
  • Closing more sales
  • Objection handling
  • Negotiation skills that result in a win-win solution
  • Cold calling confidently and without fear
  • Account Management
  • Managing time wisely
  • Effective communication skills
  • Initial and Advanced sales training
  • Prospect calling
  • Handling the gatekeeper
  • Understanding buying signals and motives

Why is telesales training important?

Telesales exists for you to communicate to your clients and prospects that you are there to serve them. So, creating the knowledge and awareness of your business’ capability must lie at the heart of any form of telephone skills training. A call handler involved in telesales, main role is to initiate contact with people who can be converted to a sale.

Telesales is an essential aspect of any business and it helps maintain a customer base and if used strategically expand your market.

While the image of telephone selling has been polluted recently as people that bombard you with unwanted phone calls, the purpose is simply to increase awareness.

It is worth noting that even the largest multi-national companies have telemarketers cold calling thousands of people daily.

How do you train a telesales person?

As previously stated, empowering telesales staff to make their own decisions is a vital aspect of my training courses. I do use several other training techniques some of which are highlighted below:

  • The implementation of a phone-call blueprint – this should not be confused with a script as this can lead to conversational drift and move directly away from the context of the call
  • Encouraging salespeople to use a “pull style” of communication – this conversational style allows the call handler to lead the conversation by asking high quality questions. For example, when I am in discussions with a prospective client, I ask questions such as:
    • “When was the last time you benchmarked your existing provider against another provider?”
    • “How often do you currently train your staff?”
    • “What is your biggest business challenge right now?”
  • Ensuring that the telesales person is in control of the call using signposting – e.g., using the phrase “in a moment” to highlight a forthcoming action. This prepares the customer and prevents the conversation from being overly extended.
  • All my courses are delivered online using Zoom, and I am happy to provide the training either on a one to one basis or to a team of telesales staff depending on the businesses needs.
  • Finally encouraging the use of empathy – a trusting and empathetic relationship with the customer enables issues to be addressed quickly and effectively.

Why should I invest in telesales training?

Telephone skills training improves the person-to-person connection which is required to gain loyal customers. Staff who are involved in telesales need to thoroughly understand their potential customers’ wants and needs and simultaneously effectively communicate the benefits of the products and services their business is offering. Getting this perfect balance is critical to sales success and the reason to invest in the delivery of my telesales training courses.

Other reasons for investing include customer retention, improved communication, brand consistency, retention of top talent, awareness and understanding of the need for better administrative skills.

How to make cold calling work for your business?

I work with many sales teams that use cold calling to generate leads and much needed revenue. If your sales team is avoiding making cold calls or are not getting the results that you were hoping for, then a recent blog post on this subject will help you gain a better insight into the subject.

To whet your appetite, here are seven ways that will improve the productivity of your sales teams when making cold calls:

  • Make the objective of the call clear
  • Help them overcome the fear of cold calling
  • Create a script
  • Prepare and rehearse the call
  • Teach them how to get the gatekeepers on their side
  • Do not take ‘no’ personally
  • The gain must be worth the pain

What telesales training courses are there for my business?

There are 2 reasons to use telesales to grow your business:

  1. “Selling to new customers” – making sales calls is not for the faint hearted even though you are good at what you do, have good products, and offer exceptional service but you are not able to sell to new customers. Why is this? In my experience it is because you need confidence, a structure, and the skill to communicate your proposition. I will help your staff to have more conversations, better conversations which in turn will lead to better conversion rates. After this in-house training they will leave with a call structure that will give them the confidence to sell to new customers.
  2. “Selling to Existing Customers” – you have done the hard work previously by obtaining a customer, the next challenge is to keep them, and the final challenge is to sell more of your products or services to them. Many businesses mainly focus on getting ‘new business’ when it is much easier to sell to existing clients, well it is if you have kept their trust, treated them well and done what you say you were going to do.

Ultimately, the aim of telesales is to build repeat business through excellent customer relations.

Telesales representatives contact customers to promote offers or to set up appointments to support field sales representatives.

Here are 3 training courses I specialise in: 

  1. Inside sales – the sale of products or services by telesales specialists who contact customers through phone, email, or via the internet.
  2. Telesales Inbound – inbound agents receive calls from prospective and existing customers
  3. Telesales Outbound – outbound representatives call leads to generate sales.

Should telesales people go on Emotional Intelligence training courses?

For staff in daily contact with clients and customers by telephone, an Emotional Intelligence course will help to develop greater self-awareness, help to practice self-regulation, cultivate the ability to become intrinsically motivated, improve social skills and become more empathetic.

The key question that is answered are “the dos and don’ts” during customer contact based on the elements of “what the individual has or hasn’t perceived” during the interaction.

What are the benefits of customer service training for telesales staff?

Customer service training is an integral part of any telesales activity. It is also the foundations of any customer interaction, if you can get the basics right then the harder aspects of the client interaction can become easier to manage.

Here are 5 quick tips that should form the bedrock of any customer service-based telesales training course and create mutual benefits for all parties concerned:

  1. Be confident.
  2. Maintain a natural tone.
  3. Listen to your customers.
  4. Do not assume.
  5. Make your conversation interesting.

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