A one-day workshop
This course has a simple objective: to help gain appointments with potential clients. In most consultative selling situations clients won’t commit to purchases over the telephone. This means setting up a meeting to discuss the options with them face-to-face. But getting ‘face time’ can be tricky. This practical workshop can help.
- Increase their effectiveness through proper preparation
- Construct attention-grabbing opening statements
- Help potential clients feel comfortable agreeing to a meeting
- Develop tactics for responding to difficult excuses and objections
- Stress the benefits of a face-to-face consultation
- Develop and enhance their questioning and listening skills
- Prevent customers cancelling booked appointments
Expert trainer
An enthusiastic developer of people, Scott has been working as a sales trainer and coach since 1996. Operating from a solid foundation of over 20 years in retail banking, Scott has worked independently and also as an associate since 2000. Whilst working for NatWest he undertook a number of sales-related roles including Mortgage Advisor, Graduate Account Relationship Manager, FOCUS Sales Manager and Sales Coach in the London-based call centres.
Session outline
1. Introduction to appointment setting
- Key trends that have changed the way people buy today – and will buy tomorrow
- Why many sales people avoid picking up the phone
- The difference that makes a difference – what makes a good appointment-maker?
2. Before you pick up the telephone
- It all starts with a plan…
- Who and what to focus our attention
- How much research should we undertake and why?
- Setting primary and secondary objectives
3. Making your approach
- Key considerations
- Every call is an opportunity – creating a positive mind-set
- Using a structured approach
- Using partnership language
4. Gaining an insight into the customer’s needs
- How to quickly ‘tune in’ to your customers, so that you can serve them more easily
- Developing speech patterns that put customers at their ease
- Using effective questioning and listening skills
- Finding and building pain points
5. Dealing with excuses and objections
- Pre-empting potential excuses
- Developing techniques for responding to client objections
- Keeping the door open for future contact
6. Securing the appointment
- Selling the benefits of a consultancy meeting
- Techniques for avoiding cancelled appointments
- Gaining commitment
7. Action plans
- Course summary and presentation of action plans
