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DISCLAIMER
© 2007 Microsoft Corporation. All rights reserved.
Microsoft®, Internet Explorer, and Windows® are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries.
The names of actual companies and products mentioned herein may be the trademarks of their respective owners.
THE CONTENTS OF THIS PACKAGE ARE FOR INFORMATIONAL AND TRAINING PURPOSES ONLY AND ARE PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.
No part of the text or software included in this training package may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or any information storage and retrieval system, without permission from Microsoft®. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information presented after the date of publication. The names of actual companies and products mentioned herein may be the trademarks of their respective owners.
To obtain authorization for uses other than those specified above, please visit the Microsoft Copyright Permissions Web page at http://www.microsoft.com/about/legal/permissions
This content is proprietary and confidential, and is intended only for users described in the content provided in this document. This content and information is provided to you under a Non-Disclosure Agreement and cannot be distributed. Copying, disclosing all or any portion of the content and/or information included in this document is strictly prohibited.
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Table of Contents
Description of Course:................................................................................................................................................................1
Course Benefits:............................................................................................................................................................................1
Authoring Team Credits:...........................................................................................................................................................1
Module Overview................................................................................................................................................................................... 2
Welcome................................................................................................................................................................................................3
Objectives............................................................................................................................................................................................. 4
Inside Selling – the structure.......................................................................................................................................................5
Setting the context............................................................................................................................................................................6
Call planning........................................................................................................................................................................................ 7
Introduction to opening the call.................................................................................................................................................8
Leaving a voicemail..........................................................................................................................................................................9
Effective opening............................................................................................................................................................................10
Effective opening............................................................................................................................................................................11
What’s in it for the customer/partner?.................................................................................................................................12
Probe – questioning skills...........................................................................................................................................................13
Probe – Present Position.............................................................................................................................................................14
Probe – Pain/Potential.................................................................................................................................................................15
Probe – Impact.................................................................................................................................................................................16
Probe – Vision.................................................................................................................................................................................. 17
Probe - Process................................................................................................................................................................................18
Probe - People..................................................................................................................................................................................19
Probe - Price..................................................................................................................................................................................... 20
Active listening................................................................................................................................................................................ 21
Linking the questions naturally...............................................................................................................................................22
Call observation sheet..................................................................................................................................................................23
Practical role play...........................................................................................................................................................................24
Role play feedback.........................................................................................................................................................................25
Calling session..................................................................................................................................................................................26
Feedback from calling session..................................................................................................................................................27
Feedback from day one................................................................................................................................................................28
Day Two................................................................................................................................................................................................... 29
Welcome back.................................................................................................................................................................................. 30
Understanding features & benefits.........................................................................................................................................31
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Customer/partner motivation to buy....................................................................................................................................32
Value Proposition – Prove Value.............................................................................................................................................33
Objection handling.........................................................................................................................................................................34
Before you go… Qualification to 20%....................................................................................................................................35
Calling session two........................................................................................................................................................................ 36
Feedback from calling session..................................................................................................................................................37
Day Three................................................................................................................................................................................................ 39
Welcome back – motivational exercise.................................................................................................................................40
Final exercise....................................................................................................................................................................................41
Next steps...........................................................................................................................................................................................42
Next actions and how to close...................................................................................................................................................43
Review of the course.....................................................................................................................................................................44
Congratulations!..............................................................................................................................................................................45
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- Day Two
Description of Course:Microsoft Inside Selling (MSIS) will offer learners a 100 level, 2.5 day instructor led program designed to equip the Inside Sales Rep/TPAM with the core skills and knowledge needed to sell effectively on the phone. This includes getting past gatekeepers, creating a compelling opening statement and value proposition, OPPVQ questioning and objection handling. Learners will be equipped with the core skills and knowledge needed to maximize their effectiveness on the phone, including call preparation, effective listening skills and rigorous sales questioning techniques.
Additionally, a half day manager training will be wrapped around this course ensuring that telesales managers have the knowledge and skills to follow up the training using feedback and other designated tools.
Course Benefits:Tele salespeople worldwide will understand how to take maximum advantage of their phone time in order to reach more customers and partners and ensure each call produces the results desired thus increasing the impact each rep makes in their territory.
Authoring Team Credits:Executive Sponsor(s) Brian Kadish & Cheryl Korcala
Author(s) Rachel Sanders
Rachel is a highly experienced and well-respected trainer. From a distinguished background in sales she made the move in 1988 into the training department of a major telecommunications company. Since those early days she has designed and delivered training programmes for all levels across a broad range of industries. Her professionalism along with her considered and focused approach to each assignment, led to her being chosen as a Trainer of the Year.
Rachel brings a positive, fun yet practical approach to the development of sales and management teams, which coupled with her extensive knowledge, allows her training to be both stimulating and enjoyable.
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Participant Guide:
Module OverviewThis module has been designed to equip you with the core skills and knowledge needed to sell effectively on the phone.
Module ObjectivesAfter completing this module you will be able to:
Effectively prepare for a call and set call objectives including how to open a call properly
Listen for key information that helps define the customer’s needs and issues
Develop critical questioning skills
Develop probing questions that determine customer objections
Qualify the customer and how it relates to the MSSP model
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- Day Two
Welcome
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Participant Guide:
Objectives
What are your objectives for this training?
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- Day Two
Inside Selling – the structure
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OPEN
PROBE
PROVE VALUE
QUALIFY
Overall Microsoft Scenario
NEXT ACTIONS
Introductions | Objectives | Setting the Context | Call Planning | Introduction to Opening the Call | Effective Call Opening | What’s in it for the Customer? | Leaving a
Voicemail
Basic Questioning Skills | Probing Framework | Active Listening | Call Observation Sheet | Initial Roleplay | Calling Session | Feedback | Linking Questions Naturally
Features vs Benefits | Customer Motivations to Buy | Developing a Value Proposition | Case Study on Mapping Back Solution Benefits to Customer Pains / Potential |
Objection Handling
BANT / Opportunity Qualification Criteria – Aligning to MSSP | Maintaining Motivation
IMPACT VISION PROCESS/PEOPLE/PRICE
PAIN/POTENTIAL
PRESENT POSITION
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Participant Guide:
Setting the context
Gerri Elliot – World Class Selling
Brainstorm notes:
3 key messages
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OPEN
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- Day Two
Call planning
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OPEN
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Participant Guide:
Introduction to opening the call
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OPEN
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- Day Two
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Participant Guide:
Leaving a voicemail
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OPEN
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- Day Two
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Participant Guide:
Effective opening
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OPEN
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- Day Two
Effective opening
Tips & techniques for getting past the gatekeeper:Names - Need to speak to...First Names – By using a first name - e.g. “Hi, could you connect me to Alex please?” – makes you sound like you already know the contact and gatekeeper may think you are a friend etcLanguage – Who are they speaking to? What kind of language would be appropriate?001/007 – try changing the last three digits of the number, many MD’s will choose either 001 or 007 as their numberDifferent department – Sales, Accounts – most companies will transfer you happily to their sales department as to them it could be an opportunity for them to sell somethingVoicemail/call backs – we will cover this at a later stage!Techno/Licence speak – sometimes gate keepers will be more accommodating in putting you through if they think they may cause a problem if they don’t i.e. “I am calling up to speak to your IT manager regarding your current license agreement”“Can you help?” – very simple, we need help, why not just ask?Research – so important!Time of calls – what time of day are people most busy?
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OPEN
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Participant Guide:
What’s in it for the customer/partner?
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OPEN
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- Day Two
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Participant Guide:
Probe – questioning skills
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PROBE
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- Day Two
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Participant Guide:
Probe – Present Position
How can you link the questions?
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PROBE
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- Day Two
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Participant Guide:
Probe – Pain/Potential
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PROBE
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- Day Two
Probe – Impact
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PROBE
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Participant Guide:
22 © 2023 Microsoft Corporation. All rights reserved.
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- Day Two
Probe – Vision
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PROBE
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Participant Guide:
24 © 2023 Microsoft Corporation. All rights reserved.
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- Day Two
Probe - Process
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PROBE
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Participant Guide:
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- Day Two
Probe - People
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PROBE
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Participant Guide:
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- Day Two
Probe - Price
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PROBE
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Participant Guide:
30 © 2023 Microsoft Corporation. All rights reserved.
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- Day Two
Active listening
Notes
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PROBE
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Participant Guide:
32 © 2023 Microsoft Corporation. All rights reserved.
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- Day Two
Linking the questions naturally
What were the best linking questions…
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PROBE
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Participant Guide:
34 © 2023 Microsoft Corporation. All rights reserved.
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- Day Two
Call observation sheet
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PROBE
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Participant Guide:
Practical role play
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PROBE
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- Day Two
Role play feedback
Your feedback…
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PROBE
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Participant Guide:
Calling session
Name: Target numberof calls:
Target number of opportunities
The new skillyou will try:
Results:
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PROBE
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- Day Two
Feedback from calling session
What did you try that worked for you?
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PROBE
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Participant Guide:
Feedback from day one
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TODAY
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- Day Two
Day Two
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Participant Guide:
Welcome back
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- Day Two
Understanding features & benefits
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PROVE VALUE
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Participant Guide:
44 © 2023 Microsoft Corporation. All rights reserved.
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- Day Two
Customer/partner motivation to buy
How one benefit can become two!
The run towards benefit, away from fear…
Benefit statement Reward Fear
Increase market share Become market leader Protect them from competition
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PROVE VALUE
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Participant Guide:
Value Proposition – Prove Value
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PROVE VALUE
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- Day Two
Objection handling
List common objections and ways in which you can overcome them:
Objection: Solution:
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PROVE VALUE
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Participant Guide:
Before you go… Qualification to 20%
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QUALIFY
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- Day Two
Calling session two
Name: Target numberof calls:
Target number of opportunities
The new skillyou will try:
Results:
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QUALIFY
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Participant Guide:
Feedback from calling session
What did you try that worked for you?
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QUALIFY
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- Day Two
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Participant Guide:
Day Three
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- Day Two
Welcome back – motivational exercise
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Participant Guide:
54 © 2023 Microsoft Corporation. All rights reserved.
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- Day Two
Final exercise
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Overall Microsoft Scenario
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Participant Guide:
56 © 2023 Microsoft Corporation. All rights reserved.
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- Day Two
Next stepsThis module explains | introduces | …
Closed questions…
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Overall Microsoft Scenario
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Participant Guide:
Next actions and how to close
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NEXT ACTIONS
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- Day Two
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Participant Guide:
Review of the course
Three key tips you will take back to the office:
Q & A session
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- Day Two
Congratulations!
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