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The Concise Guide to Telephone Tactics
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ISBN
:
9788176499477
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Publisher
:
Thorogood Limited
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Subject
:
Business & Management
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Binding
:
Paperback
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Pages
:
209
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Year
:
2005
₹
175.0
₹
175.0
175.0
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Description
Here is everything you will ever need to know about turning the telephone into a truly-effective business ally. A goldmine of information, tips and techniques, Concise Telephone Tactics is packed with examples, action-points, checklists, self-assessments and summaries. Table of Contents Telephone Tactics for Customer Satisfaction The telecommunications revolution Creating a positive impression Master the basics Effective telephone guidelines Helpful words and phrases Advanced telephone rapport Structuring a telephone call Telephone skills assessment Gathering information - key skills Turning customer problems into opportunities Confirming - key skills Difficult situations - key skills Dealing with angry customers Assertiveness on the telephone Attitude Telephone skills - best practise summary Customer service-application assignments Gaining Appointments by Telephone The importance of proactive prospecting Sales is a numbers game The most important step in the sales process Ten top tips on making appointments Making appointments: planning and preparation Getting past gatekeepers How to structure a call Cold-calling blues Warm - calling: A three-step method to increase your sales Ideal appointment times Example call Prospect tracking Appointment - application assignments Achieving Better Sales Results on the Telephone How to get even better sales results Customer Focus Selling and Customer service An introduction to selling on the telephone Structuring a sales call Preparation, organisation and planning Converting incoming calls into sales Outgoing calls - working a list Personal organisation Activities levels Voice projection The sales call The voice that sells Telephone sales questioning techniques Features and benefits (FAB) Developing FAB statements People buy for different reasons Handling objections and questions Overcoming objections Closing the sales Ending the call Telephone selling - application assignments
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