Telemarketing: Using the Telephone as a Sales Tool Course Outline

Telemarketing: Using the Telephone as a Sales Tool

How to Use This Guide

Session One: Course Overview

Session Two: Pre-Assignment Review

Session Three: Verbal Communication

Being Yourself and Sounding Your Best

A Service Image

Session Four: To Serve and Delight

What You Say and What it Means

Planning the Ideal Answer

Session Five: Exceptional Things about Telephone Sales

Session Six: Building Trust

Session Seven: It’s More Than Just a Phase

Phases of Negotiation

Types of Negotiation

Session Eight: Communication Essentials

Active Listening Skills

Ten Ingredients for Good Communication

Asking Good Questions

Session Nine: Developing Your Script

The Basic Script

Sample Script

Making the Script Yours

Session Ten: Pre-Call Planning

Session Eleven: Phone Tag and Call Backs

Session Twelve: Following Up

Session Thirteen: Closing the Sale

Recommended Reading List

Post-Course Assessment

Pre- and Post-Assessment Answer Keys

Personal Action Plan