Download an Article Overviewing our Inbound Directional Selling Program
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Today, successful telephone professionals use Directional Selling. They’re able to keep control on the telephone, limit their talk time and communicate lots of value, all while respecting the customer’s need for bottom-line information. Directional Selling shows telephone professionals how to sell more while maintaining a light, friendly approach with callers.

6 Facts about Directional Selling
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8 Modules of Proven Sales Skills

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. For more information double-click on a heading below:

	Module 1: Overview of Directional Selling Module One offers an in-depth look at the entire Directional Selling process flow and its key components. This serves to both gain the participants’ buy-in and prepare them for the various sets of selling skills.
	Module 2: Expert Servicing that Makes Selling Easier Many customer service centers are now asking their people to sell. Module Two shows just how important great servicing is to the sales process. Too many callers become “lost causes” simply because they didn’t feel satisfied with the service.
	Module 3: “Quick-Questioning” Techniques Sales people bore callers with questions that take too long to think about and answer. Module Three focuses on “quick-questioning,” brief, effective questions that help callers answer quickly. This reduces talk time and maintains momentum.
	Module 4: Transitioning to an Offer Once a service request has been handled employees must effectively transition to a sales offer without losing the caller. Module Four introduces a number of brief, powerful transitional statements that gain the callers’ attention and keep them on the line.
	Module 5: B.A.T. Statements Benefit/Application/Testimonial Statements have proven to be the very best way to present product offers. Callers buy more frequently when they know exactly how a product will work in their lives and hear about others that are already benefiting.
	Module 6: Presumptive Closing Most sales are lost at the very end of the call because the sales person hesitated when closing or closed ineffectively. Presumptive closes encourage the customer to buy while reducing the emphasis on the closing attempt itself.
	Module 7: Objections: Maintaining the Offer Telephone selling and objections go and in hand. We don't get one without the other. This module introduces reasons why telephone sales people should try to work through objections and how this strategy is just as beneficial to the caller. Participants also learn and practice the Process for Maintaining The Offer. Directional Selling instructs sales people not to try to overcome objections with reasoning and more selling (we call this "out-arguing" the caller). This is usually ineffective on the phones. Instead participants learn how to refocus the conversation back on the value of the offer without having to invalidate the caller's objection.
	Module 8: Objections: Fallback Offers Once a sales person has attempted to work through the objection using the process mentioned above, he/she can also make a Fallback Offer. A Fallback is usually a lower-priced, reduced-feature offer. Fallback Offers are often successful because callers see them as a real bargain compared to the original Offer. In this module participants learn and practice the Fallback Offer Process and build offer strategies. An offer strategy is a recommended order of offers that sales people use as their guideline for making Fallbacks.

Pricing:

Directional Selling will improve or eliminate the following issues:

	Sales results are not meeting or exceeding targeted levels.
	Your center(s) don't promote and manage to a series of selling "best practices."
	Your telephone associates don't know how to or don't like to cross-sell or up-sell.
	Sales associates struggle when trying to transition from service to sales.
	Average offer rates are much too low.
	Telephone associates don't believe that they should be trying to sell the caller anything that he/she didn't call in to inquire about.
	Call lengths are too high due to sales associates taking too long to explain product offers.
	Sales associates are not clear, succinct and value-rich when making product offers.
	Sales associates are timid when attempting to close.
	Sales associates have difficulty with caller objections, often not even attempting to handle them before disconnecting with the caller.
	Supervisors do not spend enough time on the floor coaching sales associates.

Additional Benefits of Directional Selling

	Natural Dialogue: Participants learn to use their own natural dialogue when speaking to callers. While employing Directional Selling skills, it is this relaxed chat with callers - never slang or loose talk - that gives callers a sense of comfort and familiarity.
	Directional Selling 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 DS an easier "sell" to upper management.
	Skills Were All Designed in the Contact Center World: Directional Selling 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 Quick-Questioning and Presumptive Closing are intended specifically for the telephone sales world.
	Practice Truly Makes Perfect: Directional Selling, 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.
	Directional Selling Skills are Great for Coaching and Observing: 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 Directional Selling

	Number of Participants: We stress a maximum of ten 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 Directional Selling. 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.