Selling by telephone : how to turn business cold calling into hot profit

목차 (Table of Contents)

• CONTENTS
• About the author = ⅶ
• Foreword = ⅸ
• Preface = xi
• 1. Creating the right image = 1
• Telesales versus field sales = 2
• Your market = 3
• Importance of the voice = 4
• Attitude = 6
• Dos and don'ts to aid that professional image = 6
• The seven Ps = 7
• 2. Be prepared = 10
• Emotional／mental attitude = 10
• Factual information = 12
• Know your client = 13
• 3. Incoming calls and how to handle them = 15
• Complaints = 15
• Types of people = 16
• The customer = 18
• 4. Improving your cold calls = 24
• Who and how? = 24
• The introduction and warm-up = 30
• The sale = 36
• 5. Telemarketing as a sales tool = 44
• Making an appointment = 44
• A sample case = 47
• Professionals = 49
• 6. Overcoming objections = 54
• Objections on regular accounts = 58
• Indecision = 59
• Cancellations = 63
• Train your non-sales staff = 64
• 7. Setting up your own telesales unit = 66
• Apparatus = 67
• Using an agency = 69
• Essentials = 71
• 8. Get organised! Administration of the telesales unit = 73
• Record cards = 74
• Leads = 79
• 9. Recruiting telesales staff : who and what to look for = 81
• Advertising for telesales staff = 83
• The interview stage = 85
• Job description = 86
• Attitude = 87
• Psychology = 87
• Positivity = 88
• Induction of new recruits = 90
• 10. On or off the job? The importance of good staff training = 94
• Whose role? = 95
• What is training? = 96
• What type of training - how and when? = 102
• Training material and aids = 108
• Examples of training sessions = 111
• Setting targets and motivating staff to achieve = 118
• Monitoring success = 120
• Staff appraisal = 121
• 11. Get it 'write'! How to formulate successful scripts and letters = 127
• Cold canvassing scripts = 127
• Regular canvassing scripts = 131
• Sales letters = 132
• 12. Conclusion = 139
• Where do I go from here? = 139
• Index = 141