|
|
 |
 |
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 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 Sales Mastery
|
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 - never slang or loose
talk - 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. |
|
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:
SM 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:
SM, 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. |
|
SM 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 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. |
|
|
[
Back to Course Directory ]
[Superior
Service]
[ Call Center Floor
Management ]
[ Training for Trainers ]
|
|
|
