SMART Sessions Professional Selling on the Telephone +44 (0) 1926 859 060 gaining rapport and...

SMART Sessions

Professional Selling on the Telephonewww.goodfoot.co.uk+44 (0) 1926 859 060

gaining rapport and influencing through the phone

Professional Selling on the Telephone

SMART Sessions


style

fast paced overview hints and tips slides on-line short exercises discussions

SMART Sessions


topics

How to gain rapport on the telephone

How to structure our conversation

What information to seek out and what information to give

Closing: How to make an agreement which sticks

SMART Sessions


How to Gain Rapport on the Telephone

SMART Sessions


communication

tone and words are more important than in normal communications

55%

38%

7%

SMART Sessions


needs of the caller

To be recognised and remembered To feel valued To feel appreciated To feel respected To feel understood To feel comfortable about a want or need

SMART Sessions


steps for service

1. Professionalism2. Speedy Responses3. Accurate Information4. Genuine Concern5. Reliable Follow-through

SMART Sessions


turn negative into positive

“She’s not in yet.” “It’s a computer problem.” “Your file must be lost.” “That’s not my job.” “We never received your letter.”

what statements would you prefer rather than the above?

SMART Sessions


How to Structure our Conversation

SMART Sessions


structure

Empathy / Relationship

Current Situation

Decisions Needed

Options / Possibilities

Suggested Way Forward

Thanks / Relationship

Tips for professionalism:• ask permission to ask questions• summarise and ask ‘anything else?’• make noises when they are speaking• keep notes on personal data

• slow down your speech slightly• if the conversation is going to be too

long, explain how you are going to research and get back to them

SMART Sessions


Seeking and Giving Information

SMART Sessions


developing the sale

Information to Seek Information to Give

• what is driving the decision?• who else is involved?• what are the long term goals?• what are their customers

demanding?• how would they like to review

Prodrive’s service to them?

• upcoming events• new product releases• press releases• new staff / colleagues• new process which will help

them• offers / incentives

SMART Sessions


signs of an angry caller

High-pitch speech Long pauses Sighs Demands Short-terse answers Volume gets louder

SMART Sessions


steps for dealing with anger1. Deal with feelings first. Listen and respond with

empathy.

2. Ask questions to get specifics about the complaint

3. Summarise caller’s problem to get agreement

4. Offer a choice of alternatives to fix the problem

5. Let the customer decide which alternative to use

6. Follow through on what you agree to do

7. When possible, do something extra

Information to seek: feelings, events which triggered, their experience, their expectationsInformation to give: summary, alternatives, clarity on next steps

SMART Sessions


Closing the Call

SMART Sessions


closing

Be positive End with something personal if you

can (to help them remember you) Be clear on actions and meet

expectation Commit to follow up

SMART Sessions


Professional Selling on the Telephone

Thank You

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SMART Sessions Professional Selling on the Telephone +44 (0) 1926 859 060 gaining rapport and...

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