Table Of Content

Graham Roberts-Phelps IFC Telephone Tactics Reprinted by Thorogood 2002 10-12 Rivington Street, London EC2A 3DU Telephone: 020 7749 4748 • Fax: 020 7729 6110 Email: [email protected] • Web: www.thorogood.ws © Graham Roberts-Phelps 1999. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic, photocopying, recording or otherwise, without the prior permission of the publisher. This book is sold subject to the condition that it shall not, by way of trade or otherwise, be lent, re-sold, hired out or otherwise circulated without the publisher’s prior consent in any form of binding or cover other than in which it is published and without a similar condition including this condition being imposed upon the subsequent purchaser. No responsibility for loss occasioned to any person acting or refraining from action as a result of any material in this publication can be accepted by the author or publisher. A CIP catalogue record for this book is available from the British Library. ISBN 1 85418 177 7 Printed in Great Britain by printflow.com. Designed and typeset by Driftdesign. Special discounts for bulk quantities of Thorogood books are available to corporations, institutions, associations and other organisations. For more information, contact Thorogood on telephone: 020 7749 4748, fax: 020 7729 6110 or e-mail: [email protected] About the author Graham Roberts-Phelps Graham Roberts-Phelps is an international specialist consultant in business and personal development, sharing his ideas and insights with thousands of people and organisations every year. With an exten- sive background in management and business development, Graham works with organisations of many different types and sizes, as a profes- sional trainer and consultant. Introduction My purpose in writing this book, is to provide you with a practical handbook on using the telephone to improve your business. Whether your focus is customer satisfaction, gaining sales, making appointments, getting paid faster, or simply to communicate with colleagues more efficiently, I am sure you can glean some new tips and techniques. You may find that you remember a few old, and perhaps forgotten, skills and ideas too. Good luck. Graham Roberts-Phelps Look out for these! Take a tip… Throughout the book handy tips These relevant to the particular subject are extremely useful matter will be displayed in the TIPSto remember while quote marks featured. you are conducting, or planning a telephone call! Draw on your initiative! A pen or pencil will be useful when you complete numerous questionnaires, action plans and tests. Remember! Make your own notes – add ideas, highlight or mark passages that you might want to review later. Contents Section 1: Telephone tactics for customer satisfaction ..................................................................................3 The telecommunications revolution ......................................................................................4 The great telephone challenge .........................................................................................5 Creating a positive impression ...............................................................................................6 Non-verbal communications ...........................................................................................6 Reduced feedback ..........................................................................................................10 Quick solutions to common difficulties ........................................................................11 Master the basics ....................................................................................................................12 People like people who sound... ....................................................................................12 How to create a positive physiology ..............................................................................13 How to change your voice ............................................................................................14 Effective telephone guidelines .............................................................................................17 Focus on the customer ..................................................................................................17 When to answer the telephone ......................................................................................20 Helpful words and phrases ............................................................................................22 Unhelpful words and phrases ........................................................................................23 Don’t ask people to call you back! ...............................................................................24 Prepare for telephone calls ............................................................................................26 Take notes .......................................................................................................................27 Be aware of time .............................................................................................................28 Screen calls .....................................................................................................................28 Self-assessment ...............................................................................................................30 ii telephone tactics Advanced telephone rapport .................................................................................................30 Matching .........................................................................................................................30 Mismatching ...................................................................................................................32 General points about matching skills ............................................................................32 Structuring a telephone call .................................................................................................34 Open and initiate ...........................................................................................................35 Gather information ........................................................................................................35 Solutions and options ....................................................................................................36 Confirm and close ..........................................................................................................37 Difficult situations ..........................................................................................................37 Telephone skills assessment ................................................................................................38 Gathering information – key skills .......................................................................................42 Listening and encouraging ............................................................................................42 Questioning ...................................................................................................................43 Turning customer problems into opportunities .................................................................44 How to turn problems into solutions ............................................................................44 Handling customer questions ........................................................................................45 Structure for handling customer questions ...................................................................47 Confirming – key skills ..........................................................................................................48 Difficult situations – key skills .............................................................................................49 Handling complaints ......................................................................................................51 Remedy for complaints ..................................................................................................51 Dealing with angry customers ..............................................................................................52 Techniques ......................................................................................................................52 Handling conflict ...........................................................................................................55 contents iii Assertiveness on the telephone ...........................................................................................57 Why people behave aggressively or submissively ..........................................................57 Recognising assertive, submissive and aggressive behaviour .......................................58 Attitude ......................................................................................................................................59 Your attitude is critical ...................................................................................................59 An action plan for self-development .............................................................................61 Telephone skills – best practice summary .........................................................................62 Customer service – application assignments .....................................................................63 Section 2: Gaining appointments by telephone ..................................67 The importance of proactive prospecting ..........................................................................68 Sales is a numbers game ......................................................................................................69 Filling the funnel ............................................................................................................71 The most important step in the sales process ...................................................................72 Influencing tomorrow’s sales today ...............................................................................73 Ten top tips on making appointments .................................................................................74 Making appointments: planning and preparation .............................................................78 Opening the call .............................................................................................................78 Building interest and qualifying .....................................................................................78 iv telephone tactics Overcoming objections ..................................................................................................79 Handling objections .......................................................................................................80 Closing the call ..............................................................................................................81 Setting objectives ............................................................................................................82 Attitude and motivation .................................................................................................83 Every call counts ............................................................................................................84 Failure is the essence of success ....................................................................................84 Getting past gatekeepers .......................................................................................................84 Handling assistants – notes ............................................................................................88 How to structure a call ...........................................................................................................89 Introduction ..................................................................................................................89 Making progress .............................................................................................................91 Effective capability statements – examples.....................................................................92 Developing your own capability statements ................................................................93 Cold-calling blues ...................................................................................................................94 Reasons for cold-calling blues .......................................................................................95 Solutions to the cold-calling blues ................................................................................96 ‘Warm-calling’: A three-step method to increase your sales .........................................97 Step 1: The target list ......................................................................................................97 Define your ideal customer ............................................................................................98 Step 2: The letter ..........................................................................................................100 Step 3: The telephone call ............................................................................................101 Ideal appointment times ......................................................................................................105 Example call ............................................................................................................................106 Prospect tracking ..................................................................................................................107 Appointments – application assignments ..........................................................................109

Description:
In this age of technological breakthroughs, the personal aspect of doing business on the phone remains one of business's most important tools. This guide provides helpful suggestions and strategies for making cold calls, warm calls, collecting debts, structuring a sales call, overcoming objections,
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222 Pages·2001·1.35 MB·English
by  Graham Roberts-Phelps
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Graham Roberts-Phelps IFC Telephone Tactics Reprinted by Thorogood 2002 10-12 Rivington Street, London EC2A 3DU Telephone: 020 7749 4748 • Fax: 020 7729 6110 Email: [email protected] • Web: www.thorogood.ws © Graham Roberts-Phelps 1999. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic, photocopying, recording or otherwise, without the prior permission of the publisher. This book is sold subject to the condition that it shall not, by way of trade or otherwise, be lent, re-sold, hired out or otherwise circulated without the publisher’s prior consent in any form of binding or cover other than in which it is published and without a similar condition including this condition being imposed upon the subsequent purchaser. No responsibility for loss occasioned to any person acting or refraining from action as a result of any material in this publication can be accepted by the author or publisher. A CIP catalogue record for this book is available from the British Library. ISBN 1 85418 177 7 Printed in Great Britain by printflow.com. Designed and typeset by Driftdesign. Special discounts for bulk quantities of Thorogood books are available to corporations, institutions, associations and other organisations. For more information, contact Thorogood on telephone: 020 7749 4748, fax: 020 7729 6110 or e-mail: [email protected] About the author Graham Roberts-Phelps Graham Roberts-Phelps is an international specialist consultant in business and personal development, sharing his ideas and insights with thousands of people and organisations every year. With an exten- sive background in management and business development, Graham works with organisations of many different types and sizes, as a profes- sional trainer and consultant. Introduction My purpose in writing this book, is to provide you with a practical handbook on using the telephone to improve your business. Whether your focus is customer satisfaction, gaining sales, making appointments, getting paid faster, or simply to communicate with colleagues more efficiently, I am sure you can glean some new tips and techniques. You may find that you remember a few old, and perhaps forgotten, skills and ideas too. Good luck. Graham Roberts-Phelps Look out for these! Take a tip… Throughout the book handy tips These relevant to the particular subject are extremely useful matter will be displayed in the TIPSto remember while quote marks featured. you are conducting, or planning a telephone call! Draw on your initiative! A pen or pencil will be useful when you complete numerous questionnaires, action plans and tests. Remember! Make your own notes – add ideas, highlight or mark passages that you might want to review later. Contents Section 1: Telephone tactics for customer satisfaction ..................................................................................3 The telecommunications revolution ......................................................................................4 The great telephone challenge .........................................................................................5 Creating a positive impression ...............................................................................................6 Non-verbal communications ...........................................................................................6 Reduced feedback ..........................................................................................................10 Quick solutions to common difficulties ........................................................................11 Master the basics ....................................................................................................................12 People like people who sound... ....................................................................................12 How to create a positive physiology ..............................................................................13 How to change your voice ............................................................................................14 Effective telephone guidelines .............................................................................................17 Focus on the customer ..................................................................................................17 When to answer the telephone ......................................................................................20 Helpful words and phrases ............................................................................................22 Unhelpful words and phrases ........................................................................................23 Don’t ask people to call you back! ...............................................................................24 Prepare for telephone calls ............................................................................................26 Take notes .......................................................................................................................27 Be aware of time .............................................................................................................28 Screen calls .....................................................................................................................28 Self-assessment ...............................................................................................................30 ii telephone tactics Advanced telephone rapport .................................................................................................30 Matching .........................................................................................................................30 Mismatching ...................................................................................................................32 General points about matching skills ............................................................................32 Structuring a telephone call .................................................................................................34 Open and initiate ...........................................................................................................35 Gather information ........................................................................................................35 Solutions and options ....................................................................................................36 Confirm and close ..........................................................................................................37 Difficult situations ..........................................................................................................37 Telephone skills assessment ................................................................................................38 Gathering information – key skills .......................................................................................42 Listening and encouraging ............................................................................................42 Questioning ...................................................................................................................43 Turning customer problems into opportunities .................................................................44 How to turn problems into solutions ............................................................................44 Handling customer questions ........................................................................................45 Structure for handling customer questions ...................................................................47 Confirming – key skills ..........................................................................................................48 Difficult situations – key skills .............................................................................................49 Handling complaints ......................................................................................................51 Remedy for complaints ..................................................................................................51 Dealing with angry customers ..............................................................................................52 Techniques ......................................................................................................................52 Handling conflict ...........................................................................................................55 contents iii Assertiveness on the telephone ...........................................................................................57 Why people behave aggressively or submissively ..........................................................57 Recognising assertive, submissive and aggressive behaviour .......................................58 Attitude ......................................................................................................................................59 Your attitude is critical ...................................................................................................59 An action plan for self-development .............................................................................61 Telephone skills – best practice summary .........................................................................62 Customer service – application assignments .....................................................................63 Section 2: Gaining appointments by telephone ..................................67 The importance of proactive prospecting ..........................................................................68 Sales is a numbers game ......................................................................................................69 Filling the funnel ............................................................................................................71 The most important step in the sales process ...................................................................72 Influencing tomorrow’s sales today ...............................................................................73 Ten top tips on making appointments .................................................................................74 Making appointments: planning and preparation .............................................................78 Opening the call .............................................................................................................78 Building interest and qualifying .....................................................................................78 iv telephone tactics Overcoming objections ..................................................................................................79 Handling objections .......................................................................................................80 Closing the call ..............................................................................................................81 Setting objectives ............................................................................................................82 Attitude and motivation .................................................................................................83 Every call counts ............................................................................................................84 Failure is the essence of success ....................................................................................84 Getting past gatekeepers .......................................................................................................84 Handling assistants – notes ............................................................................................88 How to structure a call ...........................................................................................................89 Introduction ..................................................................................................................89 Making progress .............................................................................................................91 Effective capability statements – examples.....................................................................92 Developing your own capability statements ................................................................93 Cold-calling blues ...................................................................................................................94 Reasons for cold-calling blues .......................................................................................95 Solutions to the cold-calling blues ................................................................................96 ‘Warm-calling’: A three-step method to increase your sales .........................................97 Step 1: The target list ......................................................................................................97 Define your ideal customer ............................................................................................98 Step 2: The letter ..........................................................................................................100 Step 3: The telephone call ............................................................................................101 Ideal appointment times ......................................................................................................105 Example call ............................................................................................................................106 Prospect tracking ..................................................................................................................107 Appointments – application assignments ..........................................................................109

Description:
In this age of technological breakthroughs, the personal aspect of doing business on the phone remains one of business's most important tools. This guide provides helpful suggestions and strategies for making cold calls, warm calls, collecting debts, structuring a sales call, overcoming objections,
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