The outgoing call
Featured in the Selling through Customer Service training manual
By Tony Gillen
Category: Sales Skills
Credit price: 4 download credits (Single user)
This is a high-energy training activity that utilises whole group work, syndicate activity and skills practice (role-play). It stands alone but it is also a natural partner to ‘Selling and the telephone’ and ‘The incoming call.’ This training activity focuses participants on how to make effective telephone calls to customers.
You begin this training activity by introducing the telephone as the participants’ most effective business tool. Participants divide into syndicate groups and agree what constitutes an effective telephone call (salesperson’s knowledge, motivation, a sensible call sequence, and so on). Give participants five basic reasons for making an outgoing call. They agree goals or outcomes for each type of call which are then discussed by the whole group. The seven-step call sequence is introduced and analysed in detail by way of a customer scenario. The analysis that participants carry out includes following the seven-step sequence and using an additional, powerful telesales technique. Participants apply the learning points in skills practice before reviewing the session’s key learning points.
Who is it for: This training activity is intended for use by trainers with participants to explore the seven steps to selling more over the telephone using telesales techniques for everyone.
| Resource Type: | Activity |
| Min Group Size: | 6 |
| Max Group Size: | 12 |
| Typical Duration: | 02:45:00 |
| No of Pages: | 27 |
Resources: View standard resources for Fenman training activities
Additional resources: A telephone, A cassette recorder
Purpose: This training activity is intended for use by trainers with all customer contact staff who must telephone customers, or potential customers, with a view to increasing sales.
Download the training activity, The outgoing call as featured in the Fenman training manual; Selling through Customer Service