Phone skills: Selling and the telephone
Featured in the Selling through Customer Service training manual
By Tony Gillen
Category: Sales Skills
Credit price: 3 download credits (Single user)
This phone sales training activity can stand alone; it also acts as an introductory unit to ‘The incoming call’ and ‘The outgoing call’. The phone sales training activity deals with the issues surrounding a telephone conversation and the used phone skills rather than the conversation itself. Too often, staff treat telephone calls as an administrative process, not as part of the sales/customer care process. Many organisations task the least experienced or most junior staff members with answering the telephone. This phone skills training activity is aimed at making them aware of how important the telephone call and phone skills are.
Begin this phone sales training activity with a discussion of how participants see the telephone – tool or time-waster. This is followed by considering why customers telephone us and how participants should use their phone skills if they are to encourage customers to buy. A customer’s telephone call is a window of opportunity. Participants explore how they can use their basic phone skills to keep the window open. They consider simple but effective telephone sales skills and then apply appropriate phone skills to customer scenarios.
Who is it for: This training activity is intended for use by trainers to enable customer contact staff to understand the importance of the telephone as part of the overall sales and customer care process, and to enable them to consider how they can use their basic phone skills to encourage customers to buy.
| Resource Type: | Activity |
| Min Group Size: | 6 |
| Max Group Size: | 12 |
| Typical Duration: | 02:00:00 |
| No of Pages: | 20 |
Resources: View standard resources for Fenman training activities
Additional resources: A telephone.
Purpose: This phone sales training resource is intended for use by trainers with customer contact staff. It is of most value to new recruits, junior staff and those who have recently moved from an ‘administrative’ to a sales or customer care role and who must begin to see the telephone as a sales tool and utilise their phone skills
Download the training activity, Phone skills: Selling and the telephone as featured in the Fenman training manual; Selling through Customer Service