At the conclusion of this inside sales skills training workshop paticipants will be able to:

• Manage and direct Emotional Intelligence to positively effect performance.
• 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 telephone etiquette.
• Have a conversational exchange with a customer and not seem like reading from a script.
• Ask targeted qualifying questions.
• Use refocusing techniques to think quickly on their feet.
• Apply the take-away 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 winback 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 telephone 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. A winback program is even more challenging. The customer retention program will give them the confidence and experience needed to successfully winback a customer after they have made the decision to go with another provider.