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Phone call etiquette and success by Mario Kanaan

  1. How to Improve your Telesales Technique? Phone Call Etiquette and Success
  2. OUTLINE  What is Telesales  What is Phone Etiquette  Your Role  Your Objective  Telephone Tips for Success  Do’s and Don'ts  Overcoming Obstacles  Some Examples
  3. WHAT IS TELESALES? Telesales is a method of selling in which you call an individual or a department in another company to try to persuade them to buy your company's products or services.
  4. WHAT IS PHONE ETIQUETTE? Phone Etiquette is the set of skills and attitudes you use when you call an individual or a department in another company that allows for keeping the person at the other end of the line alert and interested. So It’s all about having good manners in your dealing with people on the phone VS
  5. YOUR ROLE The Telesales Executive is responsible for bringing in sales revenue for the conference department. Responsibilities include:  Pitching decision makers to garner delegate registration/sponsorship for conferences  Encouraging individuals to subscribe to the company’s publications  Building a prospect database through research and cold calling
  6. COLD CALLING Cold Calling is the marketing process of approaching prospective customers or clients, typically via telephone, who were not expecting such an interaction. A cold call is usually the start of a sales process generally known as telemarketing.
  7. YOUR OBJECTIVE  ACHIEVE SALES  Research and build a database for the conference team and the upcoming conferences  Report potential clients interested in AIWA publications, sponsorships and others (advertisers) BUILD LONG TERM RELATIONSHIPS
  8. WHY DO WE MAKE USE OF TELESALES?  It is far more cost effective than field sales  It is immediate, no appointment necessary  It is one-to-one (personal)  It is Less formal than writing  It is common place, everyone uses the phone
  9. FACTS & FIGURES A recent product study on the efficiency of the three main mediums of marketing & sales proved the following profits from each medium: Social Media USD10,000 Telesales USD50,000 Marketing & Direct Sales USD150,000
  11. WHAT MAKES A “BAD” PHONE CALL? Take 2 minutes to think about an experience you have had or heard of about an “unprofessional” business phone call. Can you mention 1-3 elements or mistakes that made the phone call bad?
  12. WHAT MAKES A “GOOD” PHONE CALL? Take 2 minutes to think about an experience you have had or heard of about where you were impressed by the caller. Can you mention 1-3 elements that made that phone call successful?
  13. MAKE A GOOD FIRST IMPRESSION People form opinions and make judgments about us in the first 60 seconds they see us. People also quickly make judgments about us based on the way we sound on the telephone.
  14. HOW MUCH OF YOUR COMMUNICATION DO YOU THINK THESE ELEMENTS REPRESENT? Your spoken words Your tone Your body language
  15. 7% 38%55% Actual words Tone of voice Body Language HOW PEOPLE JUDGE YOU ON THE PHONE If we exclude “Body Language”, the message we communicate over the telephone is based on two qualities: "What" we say (Verbal) "How" we say it (Tone of voice)
  16. PEOPLE CAN "HEAR" YOUR PERSONALITY THROUGH THE TONE OF YOUR VOICE? 87% of the opinions people form about us, when speaking to us on the telephone, are based on the tone of our voice. Only 13% is based on the actual words you say! 13% 87% Actual words Tone of voice
  18. TELEPHONE TIP 1 Body Language: Sit in a proper position as if the person you are talking to on the phone is in front of you.
  19. TELEPHONE TIP 2  Inflection: high and low pitches can be used to emphasize words  Volume: loud or soft  Rate: or speed refers to how many words you say per minute. The recommended rate is 160-180 words per minute (calculate on your script how much time it should take you to say each sentence and practice )  Energy: translates your enthusiasm Tone of Voice: choosing a professional and appropriate tone means controlling a number of elements:
  20. When talking on the phone, what kind of tone should you project?  Insistent  Forceful  Confident  Aggressive
  21. TELEPHONE TIP 3  Smile  Announce your name slowly and clearly  Announce the company name  Don’t use slang or buzz words (uh, um, ok…, instead na3am, akeed, mazbout…)  Be different (as simple as “Sabah el Kheir” instead of allo, marhaba) Professional Greeting: Make sure your greeting is short but very professional. Is your message too fast? Is it too slow? Make sure your greeting sounds professional and clear:
  22. TELEPHONE TIP 4 Preparation: Be prepared before you make your call. Have a pad of paper and pencil ready . Have all the information about the people you’re calling ready. Have all the information you will communicate ready.
  23. TELEPHONE TIP 5 Take notes as you speak. Let the people know you are taking notes and this will signal them not to speak too fast. Listening: Be an "active" listener.
  24. TELEPHONE TIP 6 It's best if you can provide the purpose within a question. "If I identify your benefits through your company’s participation, will you consider attending the forum?" You're not selling your product, you're selling the benefits (what your product will do for the client). State the purpose of your call
  25. TELEPHONE TIP 7 To create affinity with your callers, speed up or slow down your speaking voice to better match theirs. They won't realize why they feel comfortable, they just will. Connect: If you consider clients as people and not just potential customers you will be better prepared to answer their needs. You want to help them, not just sell.
  26. TELEPHONE TIP 8 This is the most professional telephone habit people should possess. When you promise to call back in an hour, it’s of utmost importance that you do. Prompt Timely Return of telephone calls
  27. TELEPHONE TIP 9  Bridge words or phrases (furthermore, meanwhile, however, in addition, consequently, finally)  Ask a Question ("How many of you ....?")  Flashback ("Do you remember when I said ...?")  Pausing (Even a simple pause, when effectively used, can act as a transition. This allows the other person to "think" about what was just said and give it more time to register Using Transitions: Transitions are an integral part of a smooth flowing conversation. Examples of how to use transitions effectively:
  28. TELEPHONE TIP 10 Always thank the potential client for allowing you a few moments in his/her busy day. Don't say that you'll "just take a moment." The feeling evoked by them hearing that you'll take anything from them will put them off. Express gratitude
  29. TELEPHONE TIP 11 When hanging up the phone, make sure the caller or person called hangs up first. A Great Finish
  30. DO’S  Answer promptly, kindly, prior to the third ring  Identify yourself by stating name  Give the caller your full attention  Speak clearly & distinctly  Always be polite - say please and thank you  If u don't know, say you will locate someone to help caller  Ask permission to put caller on hold
  31. DON’TS  Engage in an Argument  Eat or chew gum while on the phone  Call on a cell phone before 8am or after 9pm (their time )  Say “I don’t know”, instead offer to find the answer: “let me find out the answer for you”  Transfer the caller without asking their permission  Not brief the person you have transferred the call to about who is online  Say “just a minute” or “one sec” instead “could you please hold for a moment?”  Say “that’s impossible” offer a solution or to look into the situation and get back to the caller  Is Mr. … (GM) or Mr. … (MKT MGR) there???  My computer's down," or "We're having trouble with our servers
  32. OVERCOMING OBSTACLES  Secretaries: The key to the door. You need to assess their decision power. Be honest, request their opinion.  SECRETARIES ARE MY BEST FRIENDS  Best time to call: Tuesday, Wednesday and Thursday  Stand up for important calls, The brain can think 2-3 times faster when you are standing up
  33. COLD CALL SCRIPT Some Examples
  34. WHEN YOU ANSWER When you answer your phone: •Good morning, This is Mario on the line from the Swiss Arab Forum. How may I help you? •Swiss Arab Forum. Mario is speaking. How may I help you?
  35. Introduction Conversation Good morning, This is Mario Kanaan from Al-Iktissad Wal-Aamal…. I am calling to inform you about the Swiss Arab Forum taking place on the 10th of April at the Grand Kempinski Hotel in Geneva…. Can you please transfer me to Mr. ..’s office? OR We are the top publication company and Today I am calling marketing managers/ CEO’s to inform them about our magazine •I was Formal and Brief •Introduced my self and my Company •Gave a reason for my call
  36. The Probing Question …. May I ask you, Did you hear about the Forum? Or … May I ask you , have you ever read AIWA pan Arab magazine A probing Question is VERY VERY VERY IMPORTANT.. It’s Open Ended It helps qualify an opportunity It encourages the person top talk ..No * Ps: A simple No is enough
  37. The Hook I would like to take this opportunity to invite to attend the Forum as one of our prestigious guest Or No problem, this month we are offering a 100% free trial of our magazine The hook was brief And told the MKT MGR what’s in it for them Sounds good
  38. The call to Action Would you be interested to attend this event? Or Would you be intersted in this offer? Brief Explained the next step • That sounds interesting
  39. The confirmation Perfect. I will send you shortly all the information by email…. OR Great you will be hearing from our subscription department shortly When confirming.. Keep suggesting times to call back or setting an appointment Get clear commitment from the person Tell the person to expect a confirmation from our company
  40. The close Thank you so much for your time. Will definitely contact you soon and I look forward to meeting you on the day of the event. In the meantime, I hope you have a terrific day… That was the close: It was polite Thanked the person for his time Told the person to expect a call
  41. TRANSFERRING THE CALL If the person in charge is reachable: I’m transferring your call to my colleague Ola. The person in charge of the Ukraine Arab Forum. If the person in charge is not on his desk: You are requested to take: The caller’s name and company The correct spelling of the caller’s name Telephone number – Email address Brief explanation for call Try to: Take the caller’s job title Mobile number
  42. Q&As Thank you 