| Parts of an Effective Telephone Call for Inside | | | | Tell the person why you are calling. Be |
| Sales Training. | | | | specific. |
| Telephone calls may be broken into three major | | | | Ask appropriate questions. |
| parts: | | | | Close the call in a friendly tone with an |
| (1) Introduction, The establishment of identity and | | | | understanding between both parties of the |
| convenience of the call; | | | | action(s) that need(s) to be taken. |
| (2) Purpose, Targeted needs analysis through well | | | | Asking appropriate questions should be part of |
| constructed questions; and | | | | collaborations you have with your top sellers, and |
| (3) Conclusion, Summary of any verbal | | | | marketing personnel. The reasons why someone |
| agreements made during the call and specific | | | | has purchased your product or service is |
| action steps for follow through. | | | | paramount, and can become your "questions" that |
| The types of questions: | | | | both outside sales and inside sales can |
| Open questions: These questions call for more | | | | concentrate on. |
| than a yes/no answer and often begin with who, | | | | Example: A client says, "I purchased your product |
| what, where, when, why or how. | | | | because I don't get interrupted with service |
| Closed questions: These questions are used | | | | problems". This becomes a question, as part of |
| primarily to verify information. Often these | | | | effective phone skills, by asking your new suspect |
| questions begin with are you, do you, can, could, | | | | at the appropriate time, "Is getting interrupted |
| did, will, or would | | | | with service problems something that is in control |
| Option questions: These multiple-choice | | | | or would you say it needs improvement?" |
| questions call for an either/or response. The | | | | This is called a Targeted Needs Analysis and is |
| listener has the choice of at least two options. | | | | easy to set up. It blazes the trail in creating |
| Always write down any questions you want to | | | | effective phone skills. If the prospect says it |
| ask prior to beginning the call. During the call listen, | | | | needs improvement the target needs analysis |
| as suspects will often times tell you what direction | | | | question just morphed into a targeted wants |
| to go. Your listening skills can be demonstrated to | | | | analysis. Prospects always buy what they want. |
| the suspect by addressing issues just mentioned | | | | Look at a 'wants' as a perceived need. In other |
| by them. Do not get stuck in "the script". | | | | words, wants are on the prospects radar, and |
| When making a call, be sure to do the following: | | | | needs may not be. |
| Identify yourself immediately. | | | | |