New Telesales and cold calling training

The telesales and cold calling training is a practice-oriented business skills training, the specific objective of which is to provide sales colleagues working in the field of telephone sales with a high level of professional preparation for conducting cold sales calls.

During the training, we will explore how telephone selling differs from normal sales situations and what the basic rules of communication are. Participants will be trained on how to prepare for such a call, how to open the call and how to structure the meeting itself. Non-verbal communication tools that aim to be natural and authentic will be considered. In the form of short video recordings, we allow for a self-assessment that naturally confronts colleagues with their own speech patterns and speaking styles when dealing with different types of clients.

During the training, special attention will be given to and practice of the negotiation techniques that help to convince new potential clients, with particular emphasis on the elements of consultative selling and personalised profitability. In addition to teaching method-specific negotiation elements, we will also take a special look at the "knock-out" techniques that can be used in resistance management to help you "hook" in such a sales process. This means that training participants can become aware of and able to make the right arguments at the right time and in the right place, in order to really capture the customer's interest and convince him that a product or service can be of benefit to him.

The training is also designed to improve the customer experience: the new potential customer will be engaged in an authentic conversation, where the salesperson is not flying blindly into each sales situation on autopilot, following a pre-written script. Sensitive, polite personalisation fosters the customer experience that drives the conversation towards engagement, and both the salesperson and the customer feel after a sales meeting that with each contact or meeting, something personal has been gained from that meeting. He or she is meeting with arguments that truly reflect his or her unique needs.

Regardless of the industry context, the training is recommended for all junior or senior telesales people, sales managers and sales professionals who are involved in or support the development of telesales, in Hungarian or in a foreign language, by phone or online.

Sales, dealer, representative or consultant colleagues are better prepared and more confident, and they start a phone call with a genuine, honest spirit of discovery. All this is based on the sure-to-learn basis that, when making a telephone call with a particular type of customer, the salesperson will be able to explore and identify sales opportunities that arise with the right level of understanding attention, and will be better able to deal with resistance and objections. This will also, greatly help them to find internal motivation and where not to get stuck if they are rejected in the middle of a call.

By being aware of what questions and phrases to ask each type of customer, the customer experience will also improve, as they will feel that the conversations are personal.

Specificities of telephone communication

• Transceiver, fine-tuning your own device
• The "4 ears model".
• The importance of active listening.
• The basics of consultative selling
• The importance of non-verbal elements: look in the mirror!

Preparing the sales pitch

• Elements of quality communication
• New contact methods
• Product or service?
• Hunting or Farmig? New or old customer?
• Proactive or reactive sales?
• Contacting: creating engagement
• The "First Impression"
• 2 minutes to life: the "elevator-pitch"
• Design Thinking through
  • Steps, tasks in preparation
  • The opening and closing sentences
  • Welcome, Opening, Questioning
  • Content and importance of the offer
  • Thinking through the negotiating framework
• Negotiation tactics: opening, middlegame and endgame tactics

The callers

• Negotiating roles: buyer-seller or buyer-seller?
• Behavioural types and communication styles
• Characteristics of a good telephone salesperson: the consultative salesperson
• Defining your own negotiating style: when and how? Push or Pull?
• Customer management: the problem-solving, advisory role

The sales call

• When to talk about a sales situation and what not to call it?
• What is a sales call and what is it called?
• Sales call characteristics and rapid time consumption
• Advantages and difficulties of negotiating by phone or online

Impact

• Attunement techniques, tips and tricks
• Steps and methods to create an atmosphere
• Influence - influencing elements, behavioural psychology
• Opening up, making contacts
• Needs assessment, types of questions, questioning techniques
• Active listening, listening with understanding, experience and value reflection
• The role of emotions in purchasing decisions
• Building trust

Selling, value discovery

• Motivating, persuading, arguing, counter-arguments
  • The pillars of buying
  • The difference between persuasion and manipulation
• Techniques to help you make a decision and reach an agreement
• Steps to closing the deal

Presenting, arguing, counter-arguments

• Benefit analysis, benefit categories, argumentation focus
• Identifying expected needs corresponding to specific behaviours
• Types and reasons for objections
• Handling objections, objections, complaints

Closure, contracting, evaluation and follow-up

• Closing the sales call: types of agreements
• Contracting as an additional sales opportunity
• Upselling
• The importance and content of follow-up: contact and proactive customer management
• Complaints and problem handling and as a sales opportunity

Analysis of concrete negotiation situations

• Preparing for sales call situation exercises
• Description and presentation of the negotiation situation
• Feedback, (self-)evaluation
• Development advice

Telesales and cold calling training is not a prerequisite, but with that said, we highly recommend completing our "Sales Fundamentals" training prior to this telesales-centric training!

After the training, we offer the opportunity for one-on-one "shadow coaching" to build on what you have learned during the training, during which a qualified coach will review with each participant their own sales job, the processes that lead to calls, and help you prepare and make your very specific phone sales calls more effective. If necessary, she will observe each colleague in Hungarian and foreign-language phone calls, after which the participant will receive personalised feedback, reinforcement and concrete, practical advice on how to improve their mistakes and handle difficult situations.

After the training, we recommend one of our advanced sales training courses to support your level up and professional development:

• Sales Basics
• Advanced Sales
• Sales negotiation techniques
• Self-Branding - building your brand