Inside Sales Techniques Training Course

At the conclusion of this inside sales skills training course participants will be able to:

• Use self talk and other mental triggers to maintain a positive attitude.
• Explain the fundamentals of buying: benefit to gain or loss to avoid.
• Use effective inside sales telephone etiquette.
• Have a conversational exchange with a customer and not seem like reading from a script.
• Present a value proposition based on modern persuading and influencing models.
• Ask targeted qualifying questions.
• Use refocusing techniques to think quickly on their feet.
• Apply the takeaway technique to gauge the level of importance.
• Use a future focus to get customers to tell them what they really want.

With fierce global competition, your customers are being inundated weekly, if not daily, with propositions to change services. The most effective defense is a proactive customer retention program. For some inside telephone sales people this initiative will be a challenge. Instead of responding to a request, a pro-active customer retention initiative will require them to craft value proposition benefit statements to create a need that will get the customer on the telephone and maintain their interest in the contact. Using your customer data base, a company initiated telephone sales contact campaign to solidify loyalty is fast, cost effective and will set you apart from the competition. It will also give you the opportunity to cross sell using effective inside sales skills. At the least a good customer retention plan will provide an opportunity to gather more profile information about your customer base. The information gathered can be used by the product development and marketing units to drive future products and services based on customer needs and thereby raising the potential of customer retention. Handling inquiries is even more challenging. The inside sales person needs to qualify the prospect and get a sense if the prospect is truly interested or just using the call as a benchmark as leverage with their current supplier. And the caller might even be the competition!