Telesales skills refer to the abilities required to sell products or services over the phone effectively.
Telesales involves contacting potential customers, presenting offerings, overcoming sales objections, and closing sales without meeting face-to-face.
Developing strong telesales skills is crucial for success in telephone-based selling.
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What are Telesales Skills?
Telesales skills encompass a range of competencies including:
- Communication skills – Ability to build rapport, gap selling, listen actively, question skillfully, explain clearly, and persuade effectively over the phone.
- Product/service knowledge – Having in-depth understanding of what you are selling to explain features and benefits to customers.
- Objection handling – Anticipating potential objections and having the confidence and techniques to overcome them.
- Closing techniques – Using appropriate language and tone to gain customer commitment and close the sale.
- Technology skills – Leveraging CRM systems and other tools to enhance productivity and optimize sales interactions.
- Organization and time management – Planning and prioritizing calls efficiently to maximize results.
- Resilience – Coping with rejection and persevering through many unsuccessful calls before making a sale.
- Adaptability – Adjusting pitch and style to connect with different personalities and influence each customer.
Examples of Telesales Skills in the Workplace
Here are some examples of how telesales skills are applied on the job:
- Making high volumes of calls efficiently while maintaining energy and focus.
- Building rapport quickly with customers from the opening of the call.
- Actively listening and probing to understand customer needs.
- Matching products/services to customer needs and highlighting the key benefits.
- Handling pricing concerns tactfully and confidently.
- Responding to objections with empathy and providing solutions.
- Recognizing buying signals and asking for the customer’s business at the appropriate time.
- Recording useful customer information in the CRM system.
- Following up with customers in a timely manner.
- Learning from rejections and refining sales approach.
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5 Methods to Improve Your Telesales Skills
Here are 5 proven ways to enhance your telesales abilities:
1. Listen to sample sales calls
Study recordings of effective sales calls and analyze what techniques are used. Identify strengths to apply and weaknesses to avoid.
2. Roleplay practice scenarios
Practicing sales conversations with colleagues allows you to gain confidence and get feedback. Vary scenarios to handle different customer types.
3. Observe top performers
Shadow experienced telesales reps with strong track records. Note their communication style, language, pacing, and rapport-building.
4. Analyze your metrics
Look at your key performance indicators like call-to-contact rate, presentations made, and closed sales. Set goals to improve.
5. Stay up-to-date on product/service knowledge
Consume educational materials to become an expert on what you sell. This builds confidence and credibility.
How Oak Innovation Training Materials will Help Advance Telesales Skills
This Telesales Training Course provides comprehensive materials to sharpen telesales competencies.
The interactive course covers telesales best practices through:
- Customizable presentations explaining techniques to excel on sales calls.
- Practical exercises to apply skills like objection handling, closing, and call structure.
- Activities and roleplays to practice key scenarios in a risk-free environment.
- Tools and templates including call scripts, objection rebuttals, and evaluation forms.
- Assessments to evaluate progress and identify strengths/development areas.
With structured learning and implementation resources, a sales course equips salespeople to master the specialized abilities needed to drive results in telesales.
The content can be easily customized and delivered to improve the telesales effectiveness of any team.
With 30+ years of experience, Catherine Fitzgerald, B.A., M.A., PGDip, founded Oak Innovation in 1995. Catherine received her Bachelor’s degree and Master’s from University College Cork. She holds qualifications in Professional Development And Training from University College Galway. She is completing a second Master’s from University College Cork. Since 1995, clients include Apple, Time Warner, and Harvard University.