Ändern unter <Ansicht> <Master> <Folienmaster> Telemarketing. Telemarketing - Folie 1. TRAINPLAN seminar maker

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1 Telemarketing Telemarketing - Folie 1

2 Seminar overview Introduction Basics of communication Basic conversational skills Active listening Question techniques Telephone rules Passive Telemarketing Active Telemarketing Negotiation techniques Dealing with objections Concluding the sale Purchase signals Closing techniques Spelling alphabets Observation sheets Practical exercises Day clearing Telemarketing - Folie 2

3 Introductory round: Telemarketing Please provide the following information: 1. Your name and your position in the company 2. What are your daily tasks and responsibilities? 3. Which main tasks regarding telephoning do you have? 4. Which telephone situations do you consider difficult? 5. Which telephone situations do you consider pleasant? 6. Which expectations do you have toward the training? Telemarketing - Folie 3

4 The position of Telemarketing (TM) Marketing means orienting a company toward the needs of its customers. Telemarketing is a sales tool to influence customers in compliance with the goals of the enterprise. Telephone conversations (dialogues) with current and prospective customers are conducted in partnership. The TM formula is as follows: TM = Customer-oriented thinking + Targeted influencing + Cooperative communication Telemarketing - Folie 4

5 Tasks and application areas of TM The 5 most frequent application areas: 1. Sales 2. Follow-ups 3. Scheduling appointments 4. Acquiring new customers 5. Processing claims Advantages: TM is cost-efficient and economic. TM is effective. TM creates synergy effects. Optimum application areas: Acquisition of new customers and scheduling appointments Consulting small to medium-sized existing customers Telemarketing - Folie 5

6 The legal situation of TM Advertising Act Against Unfair Practices Civil code (Legal basis: Act Against Unfair Practices / Soliciting ) Act Against Unfair Practices prohibits cold calling, particularly of private individuals! Act Against Unfair Practices allows calling companies or private individuals who are business contacts call-backs due to answer coupons calling companies if the call concerns the actual business activities of the person being called (questionable) Direct selling on the phone is subject to the right of withdrawal within a week! Telemarketing - Folie 6

7 Basics of communication Telemarketing - Folie 7

8 Basics of communication and their significance Signals are memorized by the human brain in the following order: 80% 70% 60% 50% 40% 30% 20% 10% 0% reading hearing seeing reading + hearing+ seeing explaining Telephone communication is restricted! trying out Telemarketing - Folie 8

9 Basics of communication and their significance Expand your vocabulary through words which are understood, but hardly ever used! Telemarketing - Folie 9

10 Basics of communication and their significance Be precise in your choice of words! A precise choice of words will lend COLOR to your language. Telemarketing - Folie 10

11 Basics of communication and their significance Phrase brief, simple sentences! Logic must be recognizable! Telemarketing - Folie 11

12 Basics of communication and their significance Speak a dialect Contact can be facilitated by a dialect as a spoken sign of belonging. Standard language may sometimes lack the warmth required to achieve this. Telemarketing - Folie 12