Telephone Negotiation Skills

Seminar Outline:

Let’s face it – for most people, conducting negotiations can be a draining, daunting task. However, when the negotiation must be conducted over the phone, the degree of difficulty only increases. The lack of visual contact and shared ambiance inhibits your ability to pick up on important clues that most people use to enhance communication. With more and more companies moving to sophisticated telemarketing programs to boost productivity and reduce costs, being able to negotiate effectively over the phone is a must.

Our one-day Telephone Negotiation Skills seminar was designed to equip your telemarketers to become effective tele-negotiators. This rapid fire, highly interactive course makes use of small group activities, taped role-plays and personal coaching sessions to help your staff practice their new skills in real-life, real-time situations. This training will enable your people to use active listening skills to pinpoint customer concerns, and empower them to identify and offer value solutions to the customer that will trump price discounting by competitors. In just a few hours, you will have a staff that can negotiate with confidence over the phones, and deliver solutions that make winners out of everyone.

Seminar Objectives:

Participants in the Telephone Negotiation Skills training seminar will learn to:

• Handle difficult objections
• Understand the difference between telephone and face-to-face negotiating
• Use the telephone negotiation process to sell long-term relationships over low bids
• Interview customers instead of pushing products
• Think and interact like a business consultant
• Understand different buyer types and behaviors, and adapt to each style
• Identify an optimum strategy for advantage over the competition
• Differentiate your product and company
• Deal with multi-level sales structures
• Identify and quantify the costs of sales
• Discover opportunities to add value to a customer’s business