Telesales and Telemarketing
Telesales and telemarketing audits, consultancy and training, for contact centres of all sizes, bespoke to your business and delivered on-site. Our specialism is in buyer facilitation in a call centre environment. Similar to consultative or SPIN selling, the focus is on telesales staff encouraging their prospects to buy (or make appointment, etc) rather than being ‘pushy’, which is generally much less effective. This approach is also more appropriate for inbound sales call handling.
Telesales and Telemarketing Audits
These are independent, external audits of the capability, effectiveness and efficiency of telesales and telemarketing teams. They address the needs of customers first and hence determine whether staff have the necessary ‘tools’ to deal with the challenges they face in selling to them. The steps needed to be taken to improve performance will be identified within the audit report. Ask about how we can help you understand the value of audits.
Inside Sales Consultancy
Usually follows an audit to put together a plan for what additional support the inside sales team require. The overall objective is normally to improve sales performance, streamline effectiveness, reduce inefficiency and therefore improve the customer experience. It probably involves organisational analysis, knowledge sharing, process design/redesign, customer expectations management and the production of a training needs analysis for some or all of the inside sales staff.
Phase 1 of any training assignment involves understanding; listening to and observing your team. Also product/service familiarisation, review of sales and marketing content and identifying training needs. It ususally will involve one or more days on-site. It may be part of a wider-ranging consultancy programme, as outlined above, or be the start of a specific training programme.
Phase 2 is the creation of a bespoke training plan for the team and individuals within it. The opportunity to approve the training plan will be given to management prior to delivery.
Phase 3 is the development of training materials and organising the delivery of training.
Phase 4 is the delivery of training, on-site or off-site, as required. Training will address the items identified in the agreed training needs analysis and plans. Training normally introduces a 7 Step process for delegates to use that provides greater confidence on sales calls and also delivers rapid results. It’s adaptable for inbound call handlers and outbound telemarketers. You can now download a FREE eBook with more details.
Typically delivery will involve some or all of the following:
- the value of customers to the business;
- inbound sales and outbound sales;
- understanding customer needs;
- active listening skills;
- communication skills (including non-verbal communications);
- 7 steps of a buyer facilitation sales call
- up-selling and cross-selling.
Phase 5 is detailed, individual follow-up. It puts into effect the changes introduced and ensures that there are no further issues to address from the agreed training plans.
Finally, following any programme delivery, we’ll arrange regular reviews, along with the development of in-house training programmes with your own staff. This promotes the transfer of skills to your organisation; available for use thereafter.
Contact Coyne Sales and Marketing to discuss your needs in relation to telesales and telemarketing audits, consultancy or training.
Telesales and Telemarketing: what’s the difference?
For many of us, the terms are interchangeable, although technically, telesales is purely selling products or services by phone. Telemarketing is any business promotion activity using the telephone and includes telesales, appointment setting, canvassing and can also include market research. Throughout this site, I use the two terms more or less interchangeably. I also tend to prefer the less popular term ‘inside sales’ to describe the same activity.
Finally, Chris Coyne has owned a telemarketing agency, built and managed other call centres and trained inside sales and customer service teams for over 10 years. You can trust him to support your team in driving telesales improvement and customer success.