JFCY Outbound Sales Training Tips

BOUND to be OUT standing! OUTBOUND OUTBOUND Jefferson City Call Center Supervisor-Led Sales Training

JFCY Outbound Perspective ,[object Object],JAN 2008 BOUND to be OUT standing! Close Sales as a service to customers Care Only about themselves Present Better product & service options Pester To point of harassment Acknowledge Customers value & importance Annoy Due to no customer respect Tele-consultants Tele-marketers

JFCY Outbound Perspective ,[object Object],JAN 2008 BOUND to be OUT standing!

JFCY Outbound Perspective ,[object Object],JAN 2008 BOUND to be OUT standing! Close Present Acknowledge Upfront Contract

JFCY Outbound Perspective ,[object Object],JAN 2008 BOUND to be OUT standing! Close Present “ Hello, may I please speak with _______? Hi, Mr./Mrs. ______, my name is ______ from Embarq, your local phone company. How are you today?” Acknowledge Upfront Contract

JFCY Outbound Perspective ,[object Object],JAN 2008 BOUND to be OUT standing! Close “ We’re currently calling our customers to ensure that you are aware of the recent price changes in some of our packages and services. It will just take me a few moments to look over your account to make sure that you are receiving the best service…” Present “ Hello, may I please speak with _______? Hi, Mr./Mrs. ______, my name is ______ from Embarq, your local phone company. How are you today?” Acknowledge Upfront Contract

JFCY Outbound Perspective ,[object Object],JAN 2008 BOUND to be OUT standing! “ And, if not, I will let you know what to do, okay?” Close “ We’re currently calling our customers to ensure that you are aware of the recent price changes in some of our packages and services. It will just take me a few moments to look over your account to make sure that you are receiving the best service…” Present “ Hello, may I please speak with _______? Hi, Mr./Mrs. ______, my name is ______ from Embarq, your local phone company. How are you today?” Acknowledge Upfront Contract

Outbound Call Flow ,[object Object],JAN 2008 BOUND to be OUT standing! Close Present Acknowledge Controlling the Call

Acknowledge ,[object Object],JAN 2008 BOUND to be OUT standing! “ You’ve had service with us for _____ years. Thanks for being one of our valued customers.” ,[object Object],“ I’m sorry to hear you are experiencing ______. I’m happy to help you with that.” ,[object Object],“ I see you have _________ on your account.”

Acknowledge JAN 2008 BOUND to be OUT standing! Paraphrase don’t parrot!

Present ,[object Object],JAN 2008 BOUND to be OUT standing! “ Did you know HSI is available in your area?” “ Are you aware we have DishTV for $39.99?”

Present ,[object Object],JAN 2008 BOUND to be OUT standing! “ Did you know HSI is available in your area?” “ Are you aware we have DishTV for $39.99?” “ Dropping Flyers”

Present ,[object Object],JAN 2008 BOUND to be OUT standing! “ Did you know HSI is available in your area?” “ Are you aware we have DishTV for $39.99?” “ You probably have 2 computers, right?” “ You’re probably using cable for TV service, correct?” “ Dropping Flyers”

Present ,[object Object],JAN 2008 BOUND to be OUT standing! ,[object Object],[object Object]

Present ,[object Object],[object Object],JAN 2008 BOUND to be OUT standing! BATs “ You can’t get a hit if you don’t go to bat.”

Present ,[object Object],[object Object],[object Object],JAN 2008 BOUND to be OUT standing! What are the only 2 reasons customers ever buy? ,[object Object],[object Object]

Present ,[object Object],[object Object],[object Object],JAN 2008 BOUND to be OUT standing! What are the only 2 reasons customers ever buy? ,[object Object],[object Object],Click Generation – Instant Gratification

Close ,[object Object],JAN 2008 BOUND to be OUT standing! A lways B e C losing

Close ,[object Object],JAN 2008 BOUND to be OUT standing! If a rep doesn’t close the customer in why he “should,” Then, the customer will close the opportunity in why he “shouldn’t!”

Close ,[object Object],[object Object],JAN 2008 BOUND to be OUT standing! 0K

Close ,[object Object],[object Object],JAN 2008 BOUND to be OUT standing! 10K Is what you can make if you use OK!

Close ,[object Object],[object Object],[object Object],JAN 2008 BOUND to be OUT standing! Is the part you won’t want to do! Close Is the part you will be easiest to do Present Is the part you will forget to do Acknowledge Controlling the Call

Close ,[object Object],[object Object],[object Object],[object Object],JAN 2008 BOUND to be OUT standing! To overcome Close A solution Present The concern Acknowledge

JFCY Outbound Values JAN 2008 BOUND to be OUT standing!

JFCY Outbound Values ,[object Object],JAN 2008 BOUND to be OUT standing!

JFCY Outbound Values ,[object Object],[object Object],[object Object],JAN 2008 BOUND to be OUT standing!

JFCY Outbound Values ,[object Object],[object Object],JAN 2008 BOUND to be OUT standing!

JFCY Outbound Values ,[object Object],[object Object],[object Object],[object Object],[object Object],JAN 2008 BOUND to be OUT standing!

BOUND to be OUT standing! OUTBOUND OUTBOUND Jefferson City Call Center

JFCY Outbound Sales Training Tips

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