leigh ashton - getting results on the telephone
DESCRIPTION
Boost your outbound sales performance with this illustrated presentation from one of the UK's leading sales expertsTRANSCRIPT
Getting Getting Results on the Results on the
TelephoneTelephone
Anatomy of an Outbound Call
Getting Results on the Telephone
Leigh Ashton 020 7538 0000
Greeting
Introduction
Mini Pain/Gain
Agreement
Post Sell
Sensitivity, Deal with time/interruption
Use Humour and Honesty
Create sense of urgency; use 3 specific pain probes; Help them to ‘invite’ you – don’t beg!
Time in the diary; agree on next action
Establish level of commitment
Understanding Pains and Gains
Leigh Ashton 020 7538 0000
• Concept of Towards v Away From
• Influencing Strategy
• Pain – ‘You’re sick and tired of…’
• Gain – ‘Imagine’
• Exercise…
..Come up with Pain and Gain statements.
Getting Results on the Telephone
Three Levels of PAINGetting Results on the Telephone
Leigh Ashton 020 7538 0000
Situation
Business Impact
Personal Impact
Initial statement or acknowledgment of some pain existing
Personal, emotional impact on the prospect
Impact of that pain on organisation
1. You have to have a solution to their specific pain!
2. You need to be able to quantify the
impact of the pain
3. Make it obvious to the person how removing this pain will benefit them personally
Pains - Remember…
Leigh Ashton 020 7538 0000
Getting Results on the Telephone
• Everybody has it
• Everybody wants to get rid of it
• Nobody wants to talk about it – especially to a typical sales person!
Rules of Pain
Leigh Ashton 020 7538 0000
Getting Results on the Telephone
Three Levels of GAINGetting Results on the Telephone
Leigh Ashton 020 7538 0000
Situation
Business Impact
Personal Impact
Initial statement or acknowledgment of some gain they would like to experience
Personal impact the gain would have on the prospect
Impact that gain would give the organisation
Leigh Ashton 020 7538 0000
1. It has to be a gain that your solution can deliver!
2. You need to quantify the impact of the gain
3. Make it obvious to the person how they will personally benefit from the gain
Gains - Remember…
Getting Results on the Telephone
Finding their Pain or Gain
Leigh Ashton 020 7538 0000
Ask probing open questions…
Getting Results on the Telephone
Specific PAIN Probe Specific GAIN Probe
Effective ListeningGetting Results on the Telephone
Leigh Ashton 020 7538 0000
16 Keys to Becoming a Great Listener…
EXERCISE:
How many are these 16 Keys can you identify?
Welcome Rejection!Getting Results on the Telephone
Leigh Ashton 020 7538 0000
1.Accept that you will get no’s
2.Don’t take it personally
3.They are rejecting the offering NOT you
4.Learn from all rejections
5.The last call has no bearing on the next one
Leigh Ashton 020 7538 0000
How are You Doing?
Your Greeting?
Your Introduction?
Your Mini PAIN/GAIN?
Getting Agreement?
Your Post-Sell
Getting Results on the Telephone
Plan Your Approach
Leigh Ashton 020 7538 0000
Think and Prepare – How do you want toperform at each stage…?
• Outcome• Opening• Rapport• Coverage• Flow• Manner• Question Technique• The Close• The Check
Getting Results on the Telephone
Assess Your Performance
Leigh Ashton 020 7538 0000
Think – How did you perform at each stage…?
•Outcome•Opening•Rapport•Coverage•Flow•Manner•Question Technique•The Close
Getting Results on the Telephone
If you want your team to succeed on the telephone and…
GET MORE SALES…
Call Leigh Ashton at
The Sales Consultancy…
020 7538 0000
Get In Touch