Telephone Skills Workshop Overview Using the phone whether it is for selling or any other reason is a skill, and that skill can be developed. It has been said that when using the phone, 83% of the message is in the way we use our voice. How we use our voice is important and there are a range of other tips and tools we can use to keep the other person engaged and listening to what we have to say. So if you are making calls to increase your sales and need to get past gate keepers and influence decision makers or are receiving calls and want to engage the caller then we will design the perfect workshop.

Who will benefit We design the workshop to your needs, so if you are a telesales team looking to increase sales or if you are a customer service team we will be able to help you achieve your goals.

Aim This workshop is designed to help participants create a more engaging telephone style and introduces a variety of tools to increases both confidence and impact. Example Objectives · Understand how to make a positive & immediate impression · Learn tips for getting past gate keepers · Know how to engage the decision maker · Understand how to use empathy correctly
· Learn how to use your voice to keep them interested · Learn how to use your words for maximum impact ·

Example Content · Hook statements · Gate keepers and how to get past them · The behaviours and attitudes of being assertive · How to say no assertively · Positive language · The laws of Influencing · A structure for handling a complaint · Selling on the phone · Building rapport with words

Client Feedback

Top Tips

  1. Smile when you dial You create the first impressions for your company. Whenever you talk on the telephone, put a smile on your face first. It will enhance your vocal quality and you will sound pleasant and relaxed. Sit up and aloe you chest to fill with air.

  2. Listen attentively Listen to the person you are speaking with. Do not think about you response until they have finished talking. Listen actively and in the moment focusing on them. Multi-tasking is the enemy of effective listening.

  3. Let other people talk! Make sure your caller has completely finished speaking before responding. Remember: sometimes they aren’t done talking; they are just coming up for air.

  4. Use open-ended questions Get people to speaking more freely. You should always talk less than the person you have called. It makes others feel more comfortable, particularly if you are asking them to make a decision. The more they talk, the easier it is for them to “buy into” what you are proposing.

  5. 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.

  6. Use your words for best results. Keep in mind you can phrase anything positively, negatively or neutrally. Phrasing your words positively will help you get better results more easily.

  7. Voice mail can be your friend. Avoid leaving voice mail messages but if you must, think of it as a 30 second commercial on a highly rated radio program. You have the opportunity to get your message into the “ears” of your most desired audience. Your message should reflect this.

  8. Plan your telephone presentations in advance. Think out all the various scenarios you might be faced with and write it out. This is called pre-call planning.