Helping the prospect to buy
Featured in the Call Centres: Maximising Performance training manual
By Tony Lockwood
Category: Sales Skills
Credit price: 3 download credits (Single user)
On occasion, a customer will telephone the call centre, state their need and the type of product they are looking for, and then buy the product you recommend with no quibbles, no questions and certainly no objections. These customers are commonly known as ‘once in a lifetime customers’! In other words, during our day-to-day existence in a sales and service environment, we can expect some quibbles, some questions and certainly some objections. This training activity is designed to help the participants to summarise the advantages of a particular product and, ultimately, ask for the business, using effective objection handling techniques along the way.
The training activity opens with a group discussion to identify what might be considered as a buying signal during a telephone conversation with a customer. An interactive exercise then reinforces the features and benefits learning (see ‘Meeting customer needs’), thus emphasising the importance of treating each customer as an individual and linking the features of the product directly to the benefit the customer will gain as a result. The participants then identify the most common objections heard within the organisation – such as price, or ‘I want to think about it’ – followed by a further exercise looking at how to handle objections. The participants are shown three tactics for handling objections – the theoretical knowledge being reinforced through group exercises. The final exercise examines how to ask for the business. The participants are shown the importance of persistence, and practise asking for business themselves.
Who is it for: This training activity is intended for use by trainers to help participants learn what are buying signals and how to detect them in telephone conversations.
| Resource Type: | Activity |
| Min Group Size: | 4 |
| Max Group Size: | 8 |
| Typical Duration: | 01:55:00 |
| No of Pages: | 15 |
Resources: View standard resources for Fenman training activities
Purpose: This training activity is intended for use by trainers with all members of call centre staff. It enables experienced participants to review their present performance and more recently appointed staff to understand what they can do to improve performance and profitability within the call centre.
Download the training activity, Helping the prospect to buy as featured in the Fenman training manual; Call Centres: Maximising Performance