Telesales / Telemarketing Skills

Telesales Agents & their Team Leaders

Grow your revenue by developing customer relationships through phone

Design targeted scripts and deliver them with exceptional telephone communication skills

Introduction                         

This program is designed for Telesales Executives and their Team Leaders. Telesales professionals are a unique breed that has to be thick skinned to deal with objections and rejections. They need amazing self-discipline, self-motivation and resilience to keep moving forward through the smoke screen of objections to find sales day in and day out. They need to be professional listeners and eloquent speakers. They realize that they can only survive in this high pressure environment if they begin to look at the world through their customers’ perspective and act accordingly. They employ proven rapport building telephone techniques to gain trust and prosper. They are masters at the ability to create pictures in the prospect’s mind through what they say and how they say it. To top it all off, they require razor sharp consultative selling skills to solve customer problems through offering the most beneficial solutions.

Designed for                         

Telesales staff and leaders

Project Objectives                

By the end of this program the participants shall:

(Get past the gatekeeper with strategy and confidence

(Structure calls more effectively

(Improve skills in telephone communication

(Cross Sell other products if required

(Improve questioning and listening skills

(Identify customer’s real needs and match with appropriate benefits.

(Sharpen their closing skills in order to clinch the sale.

(Handle objections effectively and treat them as new opportunities

(Build better relationships with difficult prospects using empathy

(Recognize each prospect’s unique telephone personality and tailor offering accordingly

(Seek buying signals and act accordingly

(Employ a Strategic telesales management system

(Experience a substantial increase in New Sales

(Enhance skills through Telesales and Customer Service training

(Increase the 3 P’s namely:

• Productivity
• Performance
• Profits

DAY 1

Agenda – Pre-training call assessment     
      

• Current Telesales approach and review of the existing call script
• Reviewing the existing script or dialogue used
• Satisfaction and dissatisfaction levels and reasons
• Policies and procedures
• Do’s and don’ts for the consultant
• Signing of NDA – if required

• Assessing recorded or live calls (All call agents)
• Identifying Customer objections and agreements
• Rep skill level, Rep telephone behaviour
• Script effectiveness
• Identifying Strengths and weaknesses in order to develop customized training modules
• Developing a Pre-Training Call Performance Assessment Report
• Adjusting / tailoring telesales training modules according to findings of the report.

Day 2 - 3       

Telesales Training                   

During a telesales conversation, a successful telesales professional creates a winning first impression and continues that impression by following a strategic call flow. This flow follows  the following PLEASE !  tools:

• Probe to uncover customer needs, pain points and  selling opportunities through strategic questioning
• Listen actively through acknowledgment and clarification for 100% understanding
• Empathize by understanding the customer’s perspective to develop rapport and trust
• Articulate using tone, pitch, inflection, enthusiasm and a pre-developed dialogue guide
• Solve customer issues with product benefits. Provide the most intelligent, suitable & targeted solutions.
• End the interaction with call summary and an open door for the next scheduled follow up

This program content has been designed to include a combination of simulations, activities and exercises in order to support the above listed understanding, approach and objectives. The training outline is on the next page:

Day 4 - 5                                                         

Tool Based Telesales Team Leader skills

This portion of the project is indispensable for further reinforcement of lessons learnt through the telesales training. A telesales manager is the driving force behind any successful telesales operation. This manager plans activities, monitors and evaluates performance, tracks statistics to submit to higher level management, analyzes the database and motivates the staff. In short, it is the manager’s responsibility to ensure smooth administration of the telesales operation in a friendly, productive and motivated environment.

Program Objectives   
This program provides tools for the managers to immediately take back and implement in order to achieve the following objectives:

1. Develop accurate and winning Telesales Management Strategies
2. Hire the right candidates for this very crucial position
3. Develop behavioural and technical criteria for hiring
4. Learn how to develop winning telesales scripts
5. Possess Telemarketing Rep Training material for on going rep training
6. Monitor calls for improvement and performance management
7. Track call and sales statistics to report to higher level management
8. Learn how to motivate Telemarketing Reps

Program Content:    

In order to groom the managers for this extremely crucial task, the following Telemarketing management modules have been included:                                 

1. Elements of an effective telesales management strategy
2. Recruitment strategies
3. Formalized job description development
4. Designing and editing scripts or call guides for new campaigns
5. Telemarketing Rep Training materials
6. Coaching
7. Leadership and Team Development
8. Call monitoring techniques
9. Call performance evaluation
10. Statistics tracking
11. Daily activity management tips
12. Motivating Telemarketing Reps

Day 6                                                               

Post-training assessment and coaching     

1. Implementing the new learning (Back to phones)
2. Launching the new Script / Call Guide
3. Monitoring performance and script / call guide effectiveness
4. Fine tuning script / call guide, rep skills and statements
5. Rep motivation activities
6. One on one coaching for tying up the loose ends

END OF PROJECT

Project Deliverables                          

Telesales training manual

Project Duration                   

6 working days. A small percentage of this duration may be spent outside the client’s premises, in case of on the spot preparations or document development.

Group size                             

This proposal is designed for a maximum of upto 20 pax.

END OF CAMPAIGN

His training style revolves around Concept, Application, Reflection and most of all FUN!! Shahrukh is the man behind The PLEASE!™ Workshops which train call centre and face to face front-liners to implement winning Customer Interaction Tools such as to Probe, Listen, Empathize, Articulate and Solve. The PLEASE!™ Workshops are suitable for any executive who interacts with customers regularly. Especially in Contact centre customer service, Face to face customer service, Telesales and Debt collection through phone.  Please visit Shahrukh’s youtube channel for short videos: https://www.youtube.com/channel/UC067zunxivllLuOICKJ9f4g

Shahrukh’s client list:

1. Maxis Berhad – Call Centre Outbound Tele-Debt Collector and Team Leader  assessment and training
2. Reliance Berhad – High Impact Telesales Skills (Assessment & Training)
3. Affin Bank Berhad –Telephone debt collection skills
4. HSBC Bank Malaysia Berhad – Branch TELESALES training of financial products
5. HSBC Bank Malaysia Berhad – CRM training for the DRM Team
6. Hong Leong Group Call Centre – Finance, Bank, Assurance and Customer Service 
7. Honda Malaysia Sdn. Bhd. – Call Centre Customer Service
8. The Bank of Nova Scotia Berhad Call Centre – Financial products telesales
9. Malaysia National Insurance – Sales training for a Child Education plan
10. Legend Hotel – Time Share appointment and Customer Service training
11. Palace of the Golden Horses - Time Share Telesales
12. Bumiputra Commerce Bank Berhad Call Centre –Phone Banking telesales
13. Malaysian Oxygen Berhad  Call Centre – Call Centre Telesales & Teleservice
14. Malaysia Airlines Golden Boutiques – Buy n Fly card telesales training
15. New Straits Times– Classified Ads-Call Centre & Face to face service
16. Utusan Melayu– Classified Advertising-Outbound Telemarketing Skills
17. Elken Sdn Bhd – Counter Service / Effective Communication / Customer Service
18. British American Tobacco – Effective Communication and Selling Skills (Kent)
19. Yellow Pages Call Centre – Appointment setting Skills
20. MNI Oneline Call Centre – Telesales and Teleservice training
21. Zuellig Pharma Call Centre -  Customer Service and Team Leader Training
22. AmAssurance – Setting up a new Telesales Unit & Call centre training
23. RHB Bank Call Centre– Outbound Telesales Training
24. Maybank Group Contact Centre – Outbound Telesales Skills (Insurance products)
25. OCBC Bank (Malaysia) Berhad – Outbound Telesales Skills transactional banking
26. Bank Rakyat Call Centre – Telesales and Service training
27. SP Setia – Outbound Telesales skills
28. Bonuslink Call Centre – Outbound Telesales Skills & Inbound Customer Service
29. Etiqa Insurance Berhad – Brand Delivery training campaign
30. CSC Malaysia Berhad – Ensuring contact centre success
31. Mitsubishi Motors Malaysia – Call centre Customer Service Skills
32. Mimos Berhad – Mutiara Smart Computing – Call Centre Customer Service Skills
33. Citylink Express Courier – Call Centre Customer Service Skills
34. POS Malaysia – Pos Laju Call centre debt collection skills
35. DKSH Malaysia – Call centre agent assessment and one to one coaching
36. Gibraltar BSN Life Insurance Berhad – Formerly UniAsia Life - Call Centre Telesales
37. Corporate Information Travel – Service Based Telephone Techniques & Handling Difficult Callers
38. HRDF – PSMB Call Centre Customer Care Excellence