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Mastering the Psychology of Selling by Phone

Mastering the Psychology of Selling by Phone

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Mastering the Psychology of Selling by Phone

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  1. Mastering the Psychology of Selling by Phone

  2. What is an Small Business Entrepreneur? • Entrepreneur n. a business man or woman of positive disposition who attempts to make profit from opportunities by risk, initiative and guidance from 2-small-business.com

  3. The 4 Steps to Success in Selling • Arousing Curiosity/attention in your product • Interest in doing something about it • Desire for one product or service in particular • Action

  4. ATTENTION • With an incoming call,this may have been achieved by your advertising, marketing, PR, emails, mail-shot or satisfied client referral • When making an outgoing call, then you must get the prospect’s attention by • Using relevant benefit statements • Asking pertinent problem related questions

  5. INTEREST • Establish the level of interest in your product, by • Probing, to find out what they want • Introducing things they may not have thought of • Summarising and prioritising • Pre-closing the caller to test for commitment to purchasing

  6. DESIRE • Convert interest into desire by: • Showing them what you can do for them • Match your benefits to their needs • Answering their questions confidently • Confirm they are happy to proceed • Induce them with special offer, pricing etc

  7. ACTION • Ask for the order or commitment • Get feedback throughout the call or presentation • Handle all objections as they arise • Use frequent trial closes “IF you were to order…” • Ask for the order

  8. QUESTIONNING SKILLS • Ask open questions to gain INFORMATION “what are..”, “How do you..” • Ask closed questions to gain COMMITMENT “If you..”, “do you..”, “Would you..”

  9. In-Coming Calls • Take the order • Get their contact and full company details • Get the Invoice and delivery details • Product details, quantities and specifications • Be clear on payment terms

  10. In-Coming Calls • Confirm it is what the customer wants • You don’t want the wrong items delivered • Ensure it is the right size, colour, in-stock etc • Confirm the use of the items ordered

  11. In-Coming Calls • Up-sell, Cross-Sell and Re-Sell other products • When taking the order, use phrases like: • “many of our customers prefer…” • “did you know that we also offer…” • “have you heard about our new…” • Ask about other products and services • Remind caller of your special promotions

  12. In-Coming Orders • Do they have an account ? • What is their credit limit/are they on hold ? • Is payment with order ? • Will authorisation be required ? • Will they send confirmation ? • Where did they hear about you ? • What made/prompted them to call ? • Who had they been using before you ? • What else do they buy ?

  13. In-Coming Calls • Are out-going calls harder to make ? • Think, with an in-coming call, you have no control over: • When they are going to call you • Who you are talking to • What they will want to talk to you about • You are being REACTIVE not PROACTIVE

  14. Reasons to join 2-small-business-resource.com • To get FREE marketing content • To become an Entrepreneur • To get these benefits • To get discounts on our services • To get FREE software

  15. www.2-small-business.com