Telephone Sales Mastery

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Call Center Selling For Every Type of Center!

Does your center have great products to sell, but your telephone associates are reluctant to Close assertively or overcome Objections? Perhaps they do not know how to make Recommendations and Offers that compel customers to buy today. Maybe they feel that selling is “bothering” the customer. Sales Mastery (SM) will eliminate these issues and your associates’ hesitancy about selling, so they make better offers and more sales.

Sales Mastery introduces a flexible process for selling in any type of inbound or outbound center. Telephone associates learn to identify Needs quickly (without sabotaging handle time), present strong product Solutions, Close assertively and overcome customer Objections and Hesitancy.

The end result? Your sales associates will agree that it is the customer who benefits the most from well-communicated sales offers, and they will finally start Closing on every call. No more “Customers don’t like when you push things on them.” Your center will become a true sales center where service and sales blend together in perfect harmony.

Cross-Selling and Up-Selling Made Easy!

Most service and sales associates don't like to make cross-sell or up-sell suggestions. They feel like it is done only for their own organization and the customer somehow loses, or gets ripped off in the process. SM is all about Value. Participants learn that cross-selling and up-selling attemps are often the reasons why callers will end up buying from us instead of some other supplier.

All SM programs illustrate cross-selling and up-selling techniques in every module.

Sales Mastery Inbound Will Improve Or Eliminate The Following Areas

    - Sales results are not meeting or exceeding targeted levels.
      - Your center(s) does not promote and manage to a series of selling “best practices.”
      - Telephone associates do not know how to or do not like to Cross-Sell or Up-Sell.
      - Associates are order-takers who do not really like to think of themselves as sales people.
      - Too many customers buy lower-end products that will really not satisfy their needs.
      - Sales associates struggle when trying to Transition from Service to Sales.
      - Average Offer Rates are much too low.
      - Associates do not believe they should try to sell the caller anything that he/she did not inquire about first.
      - Associates do not ask enough questions, or take too long when questioning.
      - Associates do not effectively stress the Value of their product offers.
      - Sales associates are timid when attempting to Close.

Sales Mastery: Module By Module Overview

Each module includes instruction, discussions, examples, trainer demonstrations, team activities and lots of role-playing to make sure your telephone professionals can use their new skills immediately.

Below is an overview of the course content. Although this is an "Off-The-Shelf" program, we completely customize every course to our clients' needs and specific Call Types. No two Sales Mastery programs ever look alike!

	Module 1: Overview of Telephone Sales Mastery 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.
	Module 2: Needs Analysis 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). SM is radically different. We train best practices for Open probes, but SM 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.
	Module 3: Presenting Your Solution All training programs introduce the concept of Features and Benefits. SM 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.
	Module 4: Assertive Closing The Assertive Closing module shows participants how to remain confident when closing and to close more simply, focusing on how easy it is for callers to get their hands on the product. The module includes Ineffective Closing, Pre-Close Enhancers and loads of examples of Assertive Closes.
	Module 5: Objections 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 Large Account Sales Do your call center associates speak to the same large accounts every week? If so, FCTC has developed a version of 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. SM'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.

Pricing:

Delivery Price for Entire Workshop: (approximately 2-2.5 days) We come to your center and train SM with our instructor team.	$ 7,950.00 (12 participant maximum)
Two or More Workshops Booked at Once:	$ 6,500.00
Single-Site License: (Own Sales Mastery at One Site) This is the best value in the business. FCTC will build a completely customized version of SM 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.	$39,995.00
Individual Licenses for Additional Centers	$20,000.00
* Please see What You Get When You Buy

Call 800-683-9022 today. We will answer all your questions.

Additional Benefits of Telephone Sales Mastery

	Natural Dialogue: Participants learn to use their own natural dialogue when speaking to callers. While employing TSM skills, it is this relaxed chat with callers - never slang or loose talk - that gives callers a sense of comfort and familiarity.
	TSM 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.
	Average Call Handle Times Usually Decrease: Because of the quick nature of each individual skill, average call handle times tend to drop in almost every case. This makes TSM an easier "sell" to upper management.
	Skills Were All Designed in the Call Center World: TSM is the opposite of "consultative selling." Sales people don't try to open long, exploratory conversations because callers simply won't play along. Skills like Needs-Based Probing and Assertive Closing are intended specifically for the telephone sales world.
	Practice Truly Makes Perfect: TSM, like all FCTC 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.
	TSM Skills are Easy to Observe and Coach: In every module there is one or two critical processes, or skill sets. Each one is a two to four-step process. Because they are so organized, it is easy for coaches and quality assurance personnel to listen for them and effectively coach sales people.

Additional Information about Telephone Sales Mastery

	Number of Participants: We stress a maximum of twelve participants. This allows for the greatest interaction and practice for each participant. We can add more participants, but the quality of the interaction and the degree of learning will decrease.
	Interactive Nature of the Training: Long, tedious lectures bore us, too. All FCTC training workshops are interactive, keeping participants involved and learning throughout the session. We accomplish this by using both discussion questions and quick questions that keep the training moving. The facilitation never turns into runaway, time-robbing discussions, and everyone stays focused.
	"No-Strings" License: We can deliver Directional Selling with FCTC instructors, or you can purchase the course license and have unlimited use of Telephone Sales Mastery. We offer a thorough, four-day instructor certification as well as extensive support materials. These include a wide variety of media, handouts, participant guides and the very best facilitator guide available. You also receive a CD ROM with every file included so you can print additional materials for all your future training courses. We have created everything in PowerPoint so your trainers do not have to learn additional desktop publishing software like PageMaker or Quark Express. Once you purchase the license you don't pay FCTC even a penny more for the use of the course, ever.
	Travel Expenses Extra: Travel expenses for FCTC instructors or certifiers are extra and will be billed after the event is complete. We follow your per-day expense guidelines as well.

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