Working in Telesales: What you NEED to Know
The dictionary definition of telesales is ‘the selling of goods or services over the telephone’. This short definition makes it sound a simple task when it is anything but. There is a reason why telephone training is such a big part of sales training courses. However, there are sales techniques unique to telesales that will help entry level employees.
Sharp charisma and a natural manner that is both inoffensive and persuasive is not something that can be taught by any sales training course. However, professional selling and negotiation skills can be learnt to maximise your telesales career potential.
The ability to think on your feet is a good attribute to have – mentally and physically! Although sticking to a script is important, quick improvisation on a call is a key telesales skill, in order to avoid sounding too rehearsed. Occasionally pacing has a beneficial impact when talking to customers as it will naturally inject enthusiasm into your voice. When sitting, do not slump, maintain an upright posture and your tone will be more engaged and positive.
Being aware and making changes to the tone of voice you employ on the phone is a central part of telephone training. A UCLA study on telesales revealed that 84% of the message you issue is conveyed simply by the way your voice sounds. Here is a list of things to remember about the one instrument you can control – your voice.
Intonation – As any experienced telesales professional will tell you, a monotone voice loses customer interest quickly. To increase customer sales, make sure that your tone rises and falls when speaking to potential clients.
Smile – It might sound silly, but smiling occasionally over the phone gives your voice positivity. That will translate to your client and may even help to close a sale.
Match your prospect – An important telesales communication skill is being able to control your pace. Listen to the tempo in the voice of your sales prospect. In the first minute or so, match it with theirs – if they speak slowly, do the same. After using this valuable sales technique, adopt a tempo you’re comfortable with. More often than not your prospect will follow suit, matching you.
Anyone looking for a graduate role can be sure that they will be tasked with communicating over the telephone. Whether that is negotiating over the phone with clients, or in a purely telesales orientated role, your selling skills are rooted firmly in the way that you sound and present yourself. Graduates entering the job market, especially those targeting graduate sales jobs, need to be mindful of this. Any reputable sales training that you receive will detail this – before even considering the content and structure of what you will say.