I.  INTRODUCTION TO TELEPHONE SELLING  

	Definition
	What Customers Want Most
	The Selling Plan
	Proactive Sales Calling Methods

II.  PHONE TECHNIQUES, INCLUDING:  

 A.  PHONOPHOBIA 

The five key Phobias:  What they are and how to overcome them

B.  PHONE COURTESY

Ten simple but crucial points that are part of your professional phone personality

C. TELEPHONE TECHNIQUES

	Volume
	Voice Mail
	Tone
	Inflection and Accents
	Rate of Speech
	Power of Silence
	Dealing with a Talker
	Saving the Order That's About to be Returned
	Creative Phonetics
	Handling the Irate Caller
	And Much, Much More!

D. LISTENING

	Why sales people are traditionally not good listeners
	How to be a good listener by asking questions
	How to use taping to be a good listener
	The 12 key listening points

E. THE CALL OBJECTIVE    

	The importance of having an objective and planning the call for both inbound and outbound calling events
	Buying Signals

  F. GETTING THROUGH TO THE RIGHT PERSON  

Getting through the screen and voice mail systems

 III. COMPONENTS OF A SUCCESSFUL SELLING PRESENTATION  

A. THE INTRODUCTION OF COMPANY AND SELF

B. LEAD-In's AND INTEREST GATHERING STATEMENTS

The importance of creating, getting and maintaining interest

Exercise - Writing an interest gathering statement to fit  your  needs  

C. PROBING  

	Open-ended questions
	Close-ended questions
	Alternative Choice
	The importance of qualifying the suspect/prospect/customer
	Understanding the motivation to buy and how to use it to your advantage
	The power of silence
	Confirming your probing sequences

Exercise   

  D. PARAPHRASING  

	The difference between real needs and anticipated needs
	The importance of insuring mutual understanding
	Objection verification

Exercise  

E. FEATURES AND BENEFITS  

	What is a feature?
	What is a benefit?
	How to determine benefits that correspond with features
	Which benefits will sell your products/services?
	FAB's

Exercise

 F. OBJECTIONS:  THE INEVITABLE AND ESSENTIAL PART OF SELLING

	Price
	Information
	Time Stalls
	Silence
	Guttural Utterances

Exercise  

G. CLOSING TECHNIQUES

	Direct
	Assumptive
	Alternative Choice
	Recognizing Buying Signals and Trial Closings

Exercise:  "Soft" Role-Play between Instructor and TSR   

H. SUMMARY OF SKILLS PRESENTATION

 IV. BUYING BEHAVIORS  

A. WHY THIS SKILL IS IMPORTANT (AN OVERVIEW)  

B. THE BEHAVIOR STYLES  

	Expressive persuasives
	Drivers
	Analyticals
	Amiables

C. PULLING THIS SKILL TOGETHER

Exercise