"I learned skills that I know will benefit me when I return to work tomorrow. You did an excellent job coaching all of us. Your individualized feedback is truly remarkable."
-Oracle DMD
Sales representative

Mastering Telesales:
Questioning, Listening and Consensus

Telesales professionals learn to more effectively influence and engage prospects and gain commitment before the phone is hung up. Key questioning, listening and consensus-building skills improve the overall conversational flow, to win the prospect over, and move the call to the next step. Participants learn how to use vocal inflection, pauses and silence to demonstrate genuine interest and to create a strong telephone presence, establish a two-way rapport on the phone. Telesales representatives learn to accurately identify the business challenges facing the prospect and to articulate product recommendations.

The work is completely hands-on, interactively engaging and targeted at individual performance requirements. It is appropriate for telesales efforts focused on cold calling, reference building and product sales.

The results of this work:

• Fill the sales pipeline with qualified prospects
• Quantify the business opportunity with each prospect.
• Identify key influencers in the decision making process.
• Increase up-sell and cross-selling opportunities.

Specific Skills Mastered:

• Making the right first impression with a warm vocal tone and natural style on the phone.
• Asking questions that demonstrate support as well as gathering required data.
• Paraphrasing and empathic listening to increase understanding and personal connection.
• Implementing a conversation cycle that results in solutions, relationships and sales.

Delivery: Customized formats, including workshops, online, one-on-one coaching and consulting.