Course outline for
Telemarketing: Using the Telephone as a Sales Tool
Telemarketing: Using the Telephone as a Sales Tool Course Outline
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
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