Image description



This module is designed to give you a structured approach for telesales. It gives practical guidelines on the entire telesales process, from preparation to finalising the sale. Frameworks are designed which enable you to build the right relationship with the customer, create their interest, control the conversation and swiftly and accurately assess their needs. The module also helps you to ensure that the customer has clearly understood each step of the telephone call.

Telesales is a remarkable form of selling in that it is a method of selling where both the sales person and the prospective customer and indeed the product/service cannot be seen. It relies on verbal communication with the absence of body language and eye contact. The listener’s concentration is centred totally on your tone of voice and the words that you speak. The use of telesales is at the forefront of the new forms of marketing and selling. It forms part of the increasing future shift in the methods by which organisations implement their marketing and selling strategies and tactics. Its relations in this field are cable television, two way interaction television and videophones.

What are the key benefits to an organisation of telesales?
a. Customer contact rate is increased.
b. Operations are centralised thereby reducing expenses.
c. Contacts may be screened effectively.
d. Orders are processed and shipments promptly arranged.
e. Customer service and follow up may be easily provided.
f. Assisting the field sales force.
g. It increases repeated business.
h. It can help with your overall organisational image when carried out effectively.
i. It ultimately helps your organisation generate revenue.
j. It can be used to establish and operate a customer care line service for dealing with queries and complaints, which is all part of the sales function.
k. It is a major part of telemarketing, which embraces the idea of phone links with consume

Download links

Please see below for the learning materials. To download them simply click on the unit you wish to download. You must have Adobe Reader installed to be able to view and read these documents however. Click here to be directed to their webpage where you can install the free software.

Unit 1: Preparation for telesales
Failing to plan is planning to fail. This unit is designed to help you prepare yourself before you actually make telephone contact. A framework is designed to ensure you have sound knowledge of both your customer and your product/service. The unit gives guidelines on setting and using call objectives to guide your telephone conversation. Advice is also given on role-playing and practising to make sure you have the right attitude and that you use your voice effectively.
Unit 2: Building the right relationship with customers by telesales
This unit is designed to give you a structured approach for creating the right relationship with your customer. Guidelines are given on the importance of your telephone voice and manner. Advice is given on how to "actively" listen to, and understand, your customer's needs, enabling you to match the benefits of your product/service to those needs. The unit provides you with a framework that ensures your entire telesales approach is completely focused on the customers' needs.
Unit 3: Creating customer interest and desire by telesales
This unit is designed to help you create the customers' interest and desire for your product/service. The unit provides you with a framework that will ensure the customer is fully involved in the telephone conversation, the focus being their interests and desires. The importance of FAB (features, advantages and benefits) is highlighted, together with the need to investigate other selling opportunities.
Unit 4: Dealing with customer objections by telesales
This unit is designed to help you deal with customer objections. The unit provides you with a framework which ensures that you continue the right relationship with your customers by "actively" listening and understanding their concerns. Empathy with your customer is the vital aspect. Guidelines and advice are also given on what to do when solutions cannot be found for certain objections.
Unit 5: Closing and documenting the sale
In this unit a framework is designed to help you conclude the sale in a professional manner while ensuring that the customer is pleased and satisfied with the conclusion of the conversation. The end result being the creation of a first-class business relationship. Guidelines are also given on the relevant documentation that is required, including your legal duties.
Unit 6: Telephone account management, Prospecting and Selling (a short course programme)
This unit is a stand alone unit completely separate from the previous 5 units, although it does complement them. It is chiefly designed and intended for Company Trainers who want to deliver a short course (e.g. a one day programme) in Telephone Selling. It has been written and laid out as a working document for those attending the course and as a programme of activities which you as the trainer can guide your trainees through or monitor them on in the following weeks. It can also be used as a summary document i.e. the type of document that is usually given out at the end summarising the programme of activities and what has happened. It also contains a certain amount of underpinning knowledge supporting a number of the activities that would have been carried out. As a trainer you could use it as it is to deliver your short course. Alternatively, you could adapt it to suit the specific needs of your business. It includes the following: Contents and course review, Aims, Objectives, The telephone - why it's important and the impressions it can give, How to communicate effectively, How to apply communication skills, How to plan telephone activity, How to improve telephone skills, Appendices.