The Telephone Skills Coaching Manual : 22 Sessions for Working with Individuals and Small Groups (Hardcover)

Worksheet index; Symbols; Introduction; Planning and assessing your coaching sessions; Why do you need to conduct telephone skills coaching?; Top tips for trainers; Introducing a session. Part I Outbound Calls: Introduction - outbound calls; What is selling?; Buying motives; Planning and preparation; Setting objectives for your call; The structure of an outbound call; Who to call; Getting through; It's only me; Opening statements; Do you need it?; How to turn customers on to your proposition; Looking for a yes; Quoting the price and asking for an order; Finishing on a high note; Successfully dealing with customer concerns; Handling rejection in a positive way; The cold call; The market research call; The outbound sales call; The sales support call; The credit control call; Telephone account management. Part II Games, Assessments, Checklists, Quizzes and an Action Plan: Introduction; Games; Competence assessments; Checklists; Quizzes; Action plan.