Telesales in bound call evaluation process

1. In-bound Sales Call - Assessment Sheet (Designed By D Malon
Employee
Name:
Call Type:
Start of Call
1 Professional greeting (including name exchanges)
2 Established Interest at start of call
2 Permission to ask questions & proceed with agenda
3 Mentioning of data protection / compliance issues
Establish Customer Needs
4 Questions on application for internal assessment
5 Questions to understand the customer motivations
6 Questions to establish purchasing criteria
7 Questions to establish time frame doing business
8 Summarising understanding of issues at end of questions
Presenting Your Solution
9 Presentation highlights the priorities of the customer
11 Were appropriate examples from customer world used
12 Was the presentatuin two way
13 Did the seller offer a choice of policies where possible
14 Were continuation questions used to get customer opinion of offering
E is for Exposing and Overcoming Objections
15 Listen to customer without interrupting
16 Acknowledging the customer issue / misunderstanding
17 Clarify the issue by asking a question about it
18 Expose and overcome the issue
Close with a Commitment
19 Asked for the business / next step
20 Telling the customer what will happen next
21 Agree times, responsibilities and dates for follow ups
22 Take advantage of any upselling / cross selling opportunity
23 Give free contact details & thank them
Telephone Seller comments
Scoring System
19 points plus
17 Points plus
14 Points Plus
10 Points or less

2. (Designed By D Malone & C Morris - www.evolve.ie)
Completed by
Name
Date
Example / Evidence
Was this stated confidently & professionally?
What prompted your call today
So as I can work out how I can best help you may I ask some questions please
Compliance specific issues
As per your on screen application form
Example: What is causing you to consider upgrading at present?
Example: What are the top three things you want from this purchase?
When do you need to have this service in place?
"So what your saying is "
So based on the priorities you gave me I suggest you consider product ABC for the following reasons
You mentioned earlier you often have to ... Well with this feature you will be able to ....... .
How does that sound to you?
The two options you should consider are (If appropriate)
E.G. "How is that?" "Is that along the lines ?"
Example: Excess
Self explainitory
"You have a concern about the price Mr Jones
How familiar are you with the differences between this product and the previous one you had last year?
Whell for an additional €30 we can ... (Example of dialogue)
Based on our conversation it sounds like you like the look of this product? So the next step is .
*Without jepordising the core sale