Seminar Outline: TELEMARKETING

"Everything you do on the phone is telemarketing"

PART ONE: STRATEGIC AND MANAGEMENT CONSIDERATIONS

Setting Program Goals: Establishing Contacts vs. Appointment Setting vs. Closing Sales

Who Will Do The Calling?: Dedicated Telemarketer vs. Outside Service vs. Junior Salespeople vs. Regular Salespeople; or all of the above

Who To Call: Lists & Sources; Leads; Existing Databases; Event Tie-ins

Why Are We Calling?: Initial Contact; Relationship Building; Account Maintenance; Customer Service; Data Gathering

Handling Inbound Calls: Routing; "Ups" and Rotations; Territories; Access

Management Considerations: Compensation; Incentives; Team Structures; (Junior/Senior vs. Telemarketer/Sales Group); Equipment, Computers and Tracking Software; Atmosphere = Attitude

PART TWO: TELEPHONE SKILLS

Would You Listen To You If You Called?

Getting Their Attention: The Critical 15 Seconds; Getting Past Blockers; Overcoming Call Reluctance

Establishing Rapport: Using Hinges; Speech Reminders; Finding the Needs; Discovering Motives (Wants Overcome Needs); Features Vs. Benefits

The Presentation: Preempting the Major Objections; Tie Downs and Assumptive Tie Downs;

The Telephone Sales Process: Handling Objections with the "Fortune Formula"; Using Switch off Questions and Trial Closes Effectively; the Five Easiest Sales.

Post Sale Considerations: Getting Referrals; Critiquing and Improving Your Skills; Not Reinventing the Wheel; Practice Techniques

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