Influencing On The Telephone
Before you can influence, you have to listen.
Only when you understand the needs and the problems these are causing for your customer, can you begin to solve the problem and sell the benefits of your solution.
Influencing skills are used whenever you are on the phone to a customer in a selling or customer service situation.
Having a good understanding of the customer and their expectations together with knowledge of your own products and services is essential to successful influencing. Knowing how to ask the right questions and how to put forward your solution for the customer are key skills that need to be honed so that you can give customers a quick response.
Our one-day Influencing on the Telephone workshop shows you how to work through the stages in ‘consultancy’ selling – with you in the role of adviser to your customer. This workshop gives you the opportunity to share a situation relevant to you, analyse what is happening and gain ‘free consultancy’ on how to increase your influence from participants and tutor on the workshop.
Key Outcomes
- Principles of selling on the telephone
- Using the Four P approach to influencing
- Understanding different types of calls
- Asking the right questions and really listening
- Planning and preparing to gain interest
- Handling objections and following-up
"You’ll be surprised at how much you can improve on the telephone however good you thought you were at the start of the workshop" (Marketing Executive)