Telemarketing (Telesales) and Customer Support by Phone
CORPORATE ONLINE COURSES
3 steps to improving telemarketing and customer support by phone:
Step 1. Preliminary research and preparation for training.*
Objective: ensure the program’s adaptability to the specific company, emphasizing telemarketing goals and skills necessary for effective relationship building and deal closing.
1.1. Understanding company goals and needs:
- Meeting with the sales team leader to understand the company’s sales processes and needs.
- Preliminary analysis to assess participants’ experience and identify potential areas for improvement.
1.2. Mystery shopping and CRM analysis:
- Familiarizing with the company’s CRM system and its integration into sales processes.
- Evaluating how CRM data is used in telemarketing activities.
1.3. Survey:
- Conducting an anonymous survey to understand employee motivation, skill levels, and training needs. This information will help create a tailored training plan.
1.4. Training assignments for participants:
- Preparing tasks focused on enhancing telemarketing skills.
* All points of the preliminary research are optional and can be adjusted in agreement with the client.
Step 2. Training (theoretical and practical part)
Objective: learn the basics of telemarketing sales, improve verbal communication skills, and develop effective sales strategies.
2.1. Basics of telemarketing and sales:
- What is telemarketing?
- Definition, objectives, and types (inbound and outbound telemarketing).
- Comparison with traditional sales.
- The role of telemarketers in the sales process:
- Building relationships and attracting potential customers.
- Sales funnel:
- How to turn a potential customer into a deal closer.
- Characteristics of successful telemarketers:
- Empathy, active listening, time management.
2.2. Sales training and verbal communication:
- Importance of verbal communication:
- Building trust through tone and language.
- Synchronization techniques and active listening.
- Creating an effective sales pitch:
- Personalization and the AIDA model (Attention, Interest, Desire, Action).
- Voice and speech techniques:
- Voice control, pace regulation, and overcoming nervousness.
2.3. Overcoming objections and refusals:
- Common reasons why clients refuse.
- Techniques to overcome objections:
- “Feel, Felt, Found” method and leveraging social proof.
- Building resilience:
- How to maintain a positive attitude after refusals.
2.4. CRM systems and voice analytics:
- CRM integration in sales:
- How to use CRM to track customer data and improve telemarketing efficiency.
- Voice analytics:
- How to use voice analysis tools to improve client communication and understand their emotions.
2.5. Practical activities:
- Role-playing:
- Simulated situations (building relationships, overcoming objections, closing deals).
- Practical activities with CRM systems and voice analytics using real-life scenarios.
3. Feedback and conclusions
Objective: evaluate results and ensure further development.
3.1. Feedback from managers and participants:
- Meetings to provide feedback, observations, and recommendations for further growth.
3.2. Development of tools for further progress:
- Future work script: Preparing a customized sales script that participants can use after training.
- Manual: Developing a practical guide with instructions on telemarketing techniques and sales strategies.
** Implementation of all tracking tools after training is optional and can be adjusted in agreement with the client.
3. Feedback and conclusions
3.1. Feedback from managers and participants:
- Meetings to provide feedback, observations, and recommendations for further growth.
3.2. Development of tools for further progress:
- Future work script: Preparing a customized sales script that participants can use after training.
- Manual: Developing a practical guide with instructions on telemarketing techniques and sales strategies.
- Implementation of all tracking tools after training is optional and can be adjusted in agreement with the client.
Program conclusion:
- Certificate issuance: Participants will receive certificates confirming their acquired skills after training.
- Additional resources: Recommended reading, online courses, and other materials for further growth.
TELEMARKETING SEMINAR TRAINED BY:
Andrejs Kozlovs
- started his career as a telemarketing salesman in ZL Hotline / 118 business clients (2002-2004);
- then for two years conducted trainings for ZL Hotline / 118 new telemarketing employees (2004-2006) that last 3-6 days every month;
- from 2008 to 2016, conducted trainings for telemarketing specialists of Valdo Center companies (mainly, those who sell by phone, attracting customers outside the borders of Latvia);
- has continued to deal with active sales, while working as SIA RigaBrain business development manager (2018-2020);
- trained more than 5,000 participants (Osram, Egis Poland (Poland), Osaühing KLEP (Estonia), Pears Health Cyber s.r.o., Amway Latvia, Vivus Latvia, DPA, etc.) on the topics of telemarketing, sales negotiation management, work with customers, customer attraction and sales.
- Obtained a master’s degree in public relations and a higher academic degree in behaviourism (University of Vienna). While studying behaviourism, he additionally learned NLP, sales neuromarketing, and conducted customer behaviour research.
Manager and public relations specialist experience – more than 13 years, gained while working in such facilities of national importance as Liepaja city concert hall “Lielais Dzintars”, EUROPASS CV, Study in Latvia, etc. Obtained the highest academic degree in behaviourism (University of Vienna), master’s degree in public relations. Since 2005, he has been conducting seminars and trainings for various audiences both in Latvia and elsewhere in the world on improving leadership skills, stress and conflict management, procrastination, optimizing brain activity, building public relations, communication, telemarketing, public speaking, and other topics.
