Is Outbound really that different from Inbound selling? Absolutely. It requires a different mindset and a different set of skills, at least for the first minute of the call. At the same time, most of our clients are calling on existing or previously active customers. This adds a dynamic which prevents sales associates from using aggressive cold-calling techniques (thankfully). Sales Mastery Outbound provides a complete formula for mastering all the dynamics present when a sales associate makes a call.

Call 800-683-9022 to discuss your Outbound center's needs and to see whether Sales Mastery Outbound is the right solution for you.

SM Outbound Will Improve Or Eliminate The Following

      - Sales results are not meeting or exceeding targeted levels.

      - Sales people do not make enough dials because of too much wrap-up time.
      - Greetings sound lifeless, eliminating many opportunities before they ever begin.
      - Sales people do not try to build rapport for fear of causing callers to hang up.
      - Sales people do not do any icebreaking or reducing of tension.
      - Sales people are afraid to ask Needs Analysis questions so they rush right to the “pitch.”
      - Twenty sales calls will sound completely different because there is no common formula.
      - Sales people get wordy when introducing products - and do not “bring them to life.”
      - Sales people hesitate when closing for the sale.
      - Initial “knee-jerk” objections (“Too busy to talk.”) are enough to get callers off the phone.
      - Late call objections are not handled properly (or not at all).

Sales Mastery Outbound is all about proven skills! Clients use our formula in many different industries. The reason it works is simple. We combine an easy-to-grasp formula, backed up by proven Outbound skills. Your sales associates will make many of the sales they miss out on today because they will increase their odds for success at every step.

Sales Mastery Outbound Formula

It all happens very quickly, but sales people use each step. This is because every step makes the next one a little more effective. A better, more fun and relaxing greeting means fewer Reflexive Objections and one or two extra moments to ask questions, etc.

Sales Mastery Outbound Course Agenda

Day One

1) Immediate Buyer Interest: This module introduces Key Greeting Skills & Instant Rapport Skills. Participants also learn ways to Reduce Early-Call Tension and use the very unique Preemptive Statement to keep callers from hanging up or trying a Reflexive Objection.  Our first module is the most comprehensive of the program.  It includes greeting and introduction tecniques, "Vocal Do's and Don'ts" and more.

2) Reflexive Objections Process: Some callers may still say “I’m too busy to talk right now.” In this module, participants learn how to redirect these early-call objections, keeping the caller on the line – and listening! Callers do not get upset, which means we can still have a productive dialogue.

3) Needs Identification: We introduce SM Outbound’s Quick-Questioning skills. Participants learn skills for getting to know the caller and identifying Needs/Goals – all in 20 seconds or less. This module’s questioning techniques are completely different (and more phone friendly) than most sales training models.

Day Two

4) Presenting The Solution: Sales people learn to present their product as a solution to the caller’s Need or Goal. The module introduces the Single-Strong-Appeal for bringing the product to life and for building caller urgency to buy today.

5) Assertive Closing: There is no point in compelling the caller to buy if we are not going to give them the chance. In this module, sales people illustrate how quickly and easily they can get the product into the caller’s hands, and the benefit of doing so right away. A simple agreement (no “permission-focused closing”) from the caller and the sale has been completed. We refer to this process as the Assertive Close.

6) Objections: This module introduces better responses for all of your late-call objections. Whether price, competition or procrastination, Sales Mastery has professional, empathetic responses for all of them. They get results because many late call objections are still reflexive in nature and are easy to overcome.

Pricing

Delivery Price for Entire Workshop: $ 7,900.00 (plus travel)
Two or More Workshops Booked at Once: $ 6,900.00 per workshop
Course Purchase & Single Site License: $39,995.00*

* When you purchase the course, we customize all materials to your real world. Your instructors become certified and will be able to train SM as often as needed, with no additional fees to Florida Corporate Training Center required, ever. Please see What You Get When You Buy. For multiple centers, please ask us about our Global license.

Additional Benefits Of Sales Mastery Outbound

Call Flow-Based Training: When we work with a new client, we start by capturing the best dialogue and building it into a Call Flow. Not scripting, a Call Flow illustrates steps of the sales dialogue and examples of what to say. After finalizing the Call Flow, training is easy to modify. In the end, every topic covered in the training is intended to help participants master their new Call Flow.

Natural Dialogue: Participants learn to use their own natural dialogue when speaking to callers. While employing SM skills, it is this relaxed chat with callers that gives callers a sense of comfort and familiarity.   SM Skills are Easy to Learn and Quick to Implement: These skills work because they are all easy to learn and very quick to deliver. Most take under 15 seconds. This is vital on the phone because callers have an internal clock, reminding them not to stay on the phone too long with “sales people.”

Effective Role-Play Makes Perfect: Sales Mastery Outbound, like all FCT courses, is role-play intensive. Participants spend a great deal of time in each module practicing the key skill set. This means your sales people will hit the phones ready to implement the new skills.

Final Major Role-Play: The final role-play combines all major SM skills so your sales people are completely prepared for outbound calling before they leave the program.

The course begins with an overview of all the key program features, an introduction to your new Call Flow(s), and a series of sections that reframe selling as being in the best interest of the caller . After all, if a customer needed a product to solve a problem, and you offer that product, but failed to mention it, all you did was provide lousy customer service! And they may end up moving to a new supplier to buy the same product.

This powerful module shows sales associates how to use questions in a whole new way. Most training programs still prefer Open-Ended questions as the primary tool for uncovering customer needs. Unfortunately, multiple Open probes end up boring the caller or confusing the sales associate (not to mention what they do to handle times).

TSM is radically different. We train best practices for Open probes, but TSM focuses on "Needs-Based Closed Probes" - a new use of Closed-Ended questioning - to establish needs quickly. Using Needs-Based Probes, a sales associate can identify two or three needs and/or issues in as little as 15-20 seconds! How's that for getting a customer to buy in quickly.

All training programs introduce the concept of Features and Benefits. TSM takes your product presentations to a new level. Using the Feature Function Value Statement, associates present product descriptions that come to life .

Buyers will be more jazzed about your product than the other supplier's because they will see how your product solves their problems and makes things more convenient for them (saves them money, gives more security, tastes better, is safer around their children, etc.). The secret to this skill is the Function element, a statement that offers the caller an example of the product in use in their real world.

Where appropriate, this module also introduces techniques for presenting to multiple buyers or for presenting multiple products and solutions to a single buyer.

Participants learn the Value For Objections process, a method of "refocusing on the value of the offer," rather than "out-arguing the caller." More associates will try this process because it remains customer-friendly. 

The Objections module includes a variety of additional Objection responses for different types of objections, including price objections, buyer-specific objections (e.g. "Have to talk to my husband"), competition-oriented objections (e.g. "I spoke with ABC, who said that they will...") and others.

Additional Modules for Outbound and After-Market Selling
We offer several versions of TSM for Outbound centers.  In addition to the modules above, Outbound versions of TSM have the following modules available.

• Peaking Buyer Interest: Your First 20 Seconds of the Call.
• Reflexive Objections: Handling Those Initial "Knee-Jerk" Objections.
• Presenting an After-Market Offer Quickly and Effectively.
• Appointment-Setting Skills.

Additional Modules for Large Account Sales
Do your call center associates speak to the same large accounts every week?  If so, FCTC has developed a version of Telephone Sales Mastery for you.  Large Account selling is different because you are no longer in a transactional world.  Sales people must be proficient at finding new opoprtunties where their current buyers are saying they do not exist.  They must broaden their contact base and increase their leverage within each account to be successful.

TSM's Large Account Selling includes the following modules.

• The Five Buyer Types.
• Gaining More Access to New Buyers (Without Ruffling any Feathers!).
• Understanding Business Channels and Uncovering New Opportunities.
• Large Account Questioning Techniques.
• Conducting an Effective Telephone Meeting.
• Closing Skills for Large Accounts.

Single-Site License: (Own Directional Selling at One Site)

This is the best value in the business.  FCTC will build a completely customized version of TSM for your call center.  The license gives you complete ownership with no strings attached.  You recieved loads of support materials, customized instructors' manuals, multiple forms of media and a four-day instructor certification/training pilot.

There are no additional fees or yearly renewal fees.