How to Improve your Telesales Technique?
Phone Call
Etiquette and
Success

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

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.

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

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

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.

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

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

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

TELEPHONE TIPS FOR SUCCESS

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?

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?

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.

HOW MUCH OF YOUR COMMUNICATION DO
YOU THINK THESE ELEMENTS REPRESENT?
Your spoken words
Your tone
Your body language

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)

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

TELEPHONE TIPS FOR SUCCESS

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.

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:

When talking on the phone, what kind of tone should
you project?
 Insistent
 Forceful
 Confident
 Aggressive

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:

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.

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.

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

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.

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

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:

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

TELEPHONE TIP 11
When hanging up the phone, make sure the caller
or person called hangs up first.
A Great Finish

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

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

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

COLD CALL SCRIPT
Some Examples

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?

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

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

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

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

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

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

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

Q&As
Thank you 