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Selling by Phone: How to Reach and Sell to Customers in the Nineties

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ISBN-10: 0070523762

ISBN-13: 9780070523760

Edition: 1995

Authors: Linda Richardson

List price: $24.00
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Description:

Even though you spend much of your time selling by phone, you probably think of the telephone as a less-effective means of selling than face-to-face sales. Think again! Because now there's an entirely new way to use the phone to accomplish your sales objectives--from making contacts to presenting ideas, from closing a deal to building a loyal base of repeat clients. What's more, these sophisticated and up-to-date methods have been shown to work for all sales, whether of a product, a service, or an idea. Book jacket.
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Book details

List price: $24.00
Copyright year: 1995
Publisher: McGraw-Hill Education
Publication date: 12/22/1994
Binding: Paperback
Pages: 288
Size: 6.00" wide x 9.00" long x 0.75" tall
Weight: 0.990
Language: English

Preface
Overview
The Telephone as a Power Tool for Selling
Consultative Telephone Selling for the Nineties
Framework and Critical Skills for Telephone Sales Calls
Summary of the Six Critical Skills
The Six Critical Elements of the Framework
Framework: Opening
Greeting/Introduction
Rapport
Transition
Hinge
Agenda/Objective/Purpose
Time Check
Bridge to Needs
Objections Up Front
Looking Ahead to "Presence"
Summary of Opening
Framework: Client Needs
Framework: Positioning Product/Idea
Framework: Objections and Resolutions of Objections
Working with the Rude or Irate Client
Don't Take the Client's Anger Personally
Self-Test Worksheet
Framework: Closing/Action Step
Framework: Follow-Up
Follow-Up When Waiting for a Decision
Follow-Up after a Face-to-Face Call
The Six Critical Skills
Skill: Presence
Skill: Relating
Skill: Questioning
Range of Questions
Responding to Client Questions
Skill: Listening
Listening/Verbal Cues/Verbalizing Body Language
Note Taking
Skill: Positioning Product
Skill: Checking
How the Six Critical Skills Work Together
Preparing for the Telephone Sales Call
A Basic Telephone Selling System
Hitting Your "Number"
Your Telephone List
Your Desk
Your Environment
Prime Time
Telephone Call Objective/Purpose
Homework
Telephone or Face-to-Face?
Summary of the Four Rs
Getting to the Decision Makers
Working with Your Clients' Secretaries/Assistants
Telephone Call Formatting
Prospecting
Getting the Appointment
Call Reluctance
Recap of Framework for Getting the Appointment
Referrals
Have Positive References Ready
What to Do about a Bad Reference
Letters
Skills for Getting Past Secretaries/Gatekeepers
Disciplined Prospecting System
Persistence
Summary
Special Situations
Special Telephone Situations
Telephone Conference Calls
Squawk Box
Fax
Voice Mail
Hold Button
Negotiating over the Telephone
Keeping Your Support Staff Informed/Involved
General Office Telephone Etiquette
Final Tips for Telephone Selling
Conclusion
Index