HIGH PERFORMANCE TELE-MARKETING SKILLS

Exclusively delivered by (Dr.) William Leon Chua

FOREWORD

Telemarketing focuses on the innovative applications of the new telephone technology. Many companies have already profited simply by adapting the telephone technology to harvest more sales. Telemarketing is proven successful because it is cost effective – it commands personal attention – it is responsive – it requires immediate attention & involvement – it is flexible and testable

OBJECTIVES OF THIS PROGRAM

Participants will be able to:

Handle unproductive emotions – Apply basic communication fundamentals to obtain positive responses – Perform with a positive mental attitude and operate with an increase sense of responsibility – Speak with congruence & conviction – Communicate with confidence – Handle questions & objections appropriately – Apply appropriate closing techniques to procure more sales

COURSE OUTLINE

DAY ONE

PART ONE

1

Tapping the Phone’s Marketing Potential In your Business

2

Telephonic Skills & Courtesies

3

Common Telephone Mistakes

4

The Golden Rules of Telemarketing

5

Vocal Skills

6

The Use of Verbal (Linguistic) Skills

·The Use of Word Pictures

·Rephrasing & paraphrasing

·Verbal Pacing

·Analogue Marking

·Association & Disassociation

·Metaphors

·Presupposition

·Anchoring

·Reframing

·Psychological Sliding

·Congruence

·Future Pacing

PART TWO

1

Your Professional Attitude as a Telemarketer

2

Telemarketing Checklists

3

Time Management & Goal Setting

4

Developing your Telephonic Script

5

Being  Polite & Tactful

6

The Use of Beautiful Words

7

Show Enthusiasm & be Friendly

8

Listening Attitude & Skills

DAY TWO

PART THREE

1

Qualifying Prospects

2

Opening Statement

3

Assessing the Mood of Your Prospect

4

Establishing Credibility

5

Rapport Building

6

Building Task Tension & Focus Span

PART FOUR

1

Tactical Leading with Specific Questions

2

Handling Questions & Objections

3

Assessing Verbal Buying Signals

4

Closing Techniques

·The Alternate or Choice Close

·The Assume the Sale Close

·The Recurrent “YES” Close

·The “I Recommend Close”

·The Last Chance Close

·Other Closing Techniques

5

Getting Referrals

6

Preventing Rescissions

COMMENTS FROM PARTICIPANTS:

“William provides on-target solutions to realistic issues” – “William is not just a good trainer but a skilled master communicator as well” – “The facilitator is able to pressure us to be more attentive and at the same time his injection of humor help us gain more mileage in continuous learning during the 2-day seminar” – “William is a fantastic trainer, better than most I’ve have come across. He is able to share his knowledge in a very amusing way” – “I have learned many new terms as well as communication techniques. The seminar is worthy of the time spent” – “I thought selling over the phone was dull and boring until I realized that there are so many exciting techniques that can be used” – “His guidance on the art of presenting over the phone has definitely also improved my face-to-face communication as well”

TRAINING METHODOLOGY

Direct Lecture – Motivation – Role Play – Group Interaction – Video on Telephonic Skills – Assignments

TRAINER’S PROFILE

Dr. William Leon Chua PhD, is the Founder, Chief Trainer and Principal Consultant of DRC Management & Training PLT. He is a sought-after management consultant; and compelling corporate trainer & motivator on Leadership Empowerment, Strategic Management, Teambuilding, Inter-personal & Communication skills, Strategic Marketing, Professional Selling Skills, Customer Service, Sun Tzu Art of War, Corporate Ethics, Mind-set Change, TQM, and High Performance Management etc., including this program.

He speaks to audiences in Malaysia, around the Asia-Pacific Region, and occasionally in Europe. He was a member of the Malaysia Association of Professional Speakers (MAPS) & the Malaysia Institute of Management (MIM) and a registered corporate trainer with the Human Resource Development Federation of Malaysia (HRDF).

Academically - he has acquired a Diploma in Sales Management from IMM, a Diploma in Business & Management from Swansea, a BA majoring in Psychology from University of Hawaii, a MBA and a PhD in Organizational Behavior from IUKL.

Working Experience - With his more than 30 years of multi-industrial experience complemented with his 20 years as a professional corporate trainer, he has amassed volumes of skills and ideas. He is more than a lecturer, he is a corporate trainer qualified with years of in-depth multi-industrial experience.

During this 2-day program he will impart 30 years of his research and invaluable experiences on the subject matter to the participants.

All in all, he has provided corporate training to more than 700 companies ranging from manufactories, universities, pharmacies, housing developers, hotels, wholesalers……to banks and insurance companies etc.

His approach in facilitating seminars is – research-based & up-to-date informative, entertaining, highly motivating and at the same time, serious in approach to ensure that learning is effectively projected into action and results.