Inhouse Telemarketing Training Workshops
All workshops are customised to your business and conducted inhouse or at a venue of your choice. They can be designed for face to face sales situations or for telephone sales.
We include a pre-training briefing and/or staff assessment, comprehensive customised workbooks and certificates of achievement.
A workshop can be of 1, 2 or 3 day duration. Assessment is via self assessment criteria, role plays and the use of a teletrainer for telesales and telemarketing personnel.
Post training coaching support packages are available on a weekly and fortnightly basis. For details of these arrangements email us
Our training is conducted all over Australia :- New South Wales (NSW) , Victoria (VIC), South Australia (SA), Tasmania (TAS), Western Australia (WA), Northern Territory (NT) and Australian Capital Territory (ACT). This includes Sydney, Melbourne, Perth, Gold Coast, Newcastle, Wollongong, Adelaide, Brisbane, Canberra, Townsville, Cairns, Darwin and Hobart.
from Jenny Cartwright's DVD (1.3Mb
(Requires Windows Media
Player 7 or above. Click here if you don't have it)
The course agendas below are not fixed . They are only suggestions. We encourage you to select your topics and we customise them for you to create the course you want. Call 02 9427 3479 to discuss your requirements.
How to Use Telemarketing Skills to Triple your Sales $$$
For Telesales - Telemarketers - Sales Managers -
Business Owners
– Sales Reps
An outbound, cold calling workshop
“Get more Prospects, Leads, Sales and Appointments Immediately!”
What You will Learn:
- The 5 Trigger Words that will make people want to buy
- How to turn 9 out of 10 enquiries into a sale
- How to get 7 out of 10 contacts to make an appointment
- How to build rapport quickly with 3 powerful questions
- How to create a telemarketing script that works on outbound calls
- How to handle every objection
- How to increase the value of the purchase
- How to follow up quotes, complaints and turn them into orders
- How to follow up existing customers, inactive customers and sales
- How to overcome call reluctance
Click here to download a brochure of the public workshop, “How to Use Telemarketing Skills to Triple your Sales” which can be customised to your needs as above.
Inbound Sales/Customer Service Telephone Skills
For Inbound Telesales Staff - Customer Service Representatives- Call Centre Staff -Sales Managers - Sales Staff- Receptionists and everyone who has inbound telephone contact with customers
“You’ll
achieve a better image for your company, more sales,
more customers
and improved customer service”
What You will Learn:
- To realise the importance of attitude in the customer service role
- How to build rapport quickly with the customer
- Focus on the use of positive language
- How to develop a positive tonality
- How to establish customer’s needs using some powerful questioning techniques
- How to demonstrate good listening skills
- How to present your product on the phone
- How to convert 70% of enquiries into sales
- How to handle difficult customers and complaints
- How to add-on and cross sell
- How to write emails and letters well
- How to put people on hold, answer the phone correctly,
close professionally,
avoid telephone tag and handle voicemail
Download a brochure on this course
Professional Telephone Skills
For Everyone who speaks to Customers on the Telephone e.g. Receptionists, Accountants, Secretaries, Professionals
“You’ll keep your Customers coming back to You!”
What you will learn:
- How to change tonality to sound really professional using 5 different techniques
- How to use positive language – preferred words and phrases
- How to answer the telephone professionally
- How to close a conversation politely
- How to put people on hold
- How to avoid telephone tag
- How to take messages
- How to leave messages on answer machines with effect
- How to build rapport with customers
- Questioning and listening skills
- How to handle difficult customers
- How to transfer calls professionally
Download a brochure on this course
How to Plan and Manage an effective Telemarketing Campaign
For telemarketers -Call Centre managers - Sales Managers - Team Leaders - Supervisors - Trainers
“Your
campaign will run like clockwork
and you will save so much time.”
What you will learn:
- How to recruit telemarketers and telesales staff
- How to manage a team and yourself effectively
- How to train and motivate staff or yourself
- How to manage a database
- How to set goals for yourself and/or the team
- How to create a script that works
- How to prepare targeted lists of calls
- How to create a system for follow up
- How to plan the power questions to extract customers’ needs
- How to handle the objections
Mini Workshops
Sometimes it is not feasible to take people out of their jobs for a whole day. This is where regular 2 - 3 hour workshops are of immense value in training for sales and telesales staff. They can be held outside or inside working hours and can be a minimum duration of 2 hours.
Samples of topics you might choose:-
- Overcoming call reluctance
- Handling objections
- How to write a presentation or telemarketing script
- How to build rapport
- Preparation and planning of an effective telemarketing campaign
- Relationship selling
- Presentation skills
- Time management
Inhouse Training Testimonials
"On behalf of the team, we would like to highly
recommend your services. Your program was clear,concise and relevant
in today's competitive market. Even the most experienced senior
telemarketers in our team came out of the day feeling more confident
about what they had been doing as well as learning
a few new tricks
along the way."
Ruby Lockley,
New Business Centre Manager
Macquarie Corporate Telecommunications
"There is a noticeable improvement in the
structure in which the sales staff are approaching their customers
on the phone, increasing staff confidence and customer satisfaction.
We would recommend Jenny Cartwright to any company who wishes
to utilize training and make a difference in the sales area."
Edward Henebery,
Managing Director
Acorn Australia
"I would like to formally thank you for conducting such professional and effective training sessions for our sales consultants and leadership team in our Alice Springs office in February this year. I thought it might be of interest to you to know the effect it has had on our sales results. Before the training, we really thought we would not reach our set target for this financial year and by the end of May, we have well exceeded it. Our leaders have continued to implement the coaching programme you created for them to do as ongoing support for the staff and, indeed, it has proven to work.
We will have no hesitation in calling you for more
training when the need arises."
John Di Maria, Operations Manager
Territory Discoveries
"Since the customer service training, one of our team commented that he thought team morale had improved
at least 40 - 50%. Our results for last month are also
very pleasing ."
Archie Campbell,
National Sales Manager
MSA (Aust) Pty Ltd
"Your training enabled us to get good results right from the start of our campaign. The telemarketing promotion was a great success and the staff averaged a 56% response
rate overall."
Tony Drew,
Director
New Life Promotions
"This is a short note to thank you so much for your professionalism and the extraordinary difference your are already making to our team. The feedback we got is just outstanding and I am very grateful you took the time to squeeze us in as you have.
I totally agree with your concept of the follow up and support. I know you offered this to me before and after seeing the results of the training, I think it is even more important."
Roy Mcdonald, Managing Director
OneOne Life Seminars fe Seminars
"I initially thought a one day program would
be more than adequate but it was obvious later in the afternoon,
that everyone would have happily attended a second day."
Robert O'Hara,
National Sales Manager
MHS Concord
"I would like to thank you and express my appreciation for your professional approach to assessing and providing sales training to our customer service and sales staff. Your approach was refreshing and you managed to touch on each individual employee's needs and also their strengths. The feedback from my staff was extremely positive."
Desiree Heath,
Managing Director
ID Warehouse
"The increased drive and motivation of my team after the seminar was fantastic, and for this reason I intend to conduct training on a more regular basis. Thanks again.
Samantha Davidson, Team Leader
Market Source
"Thank you, Jenny, for helping our staff to
raise their standards"
Ray Awadallah,
Managing Director
Blue Haven Pools and Spas
"Thank you so much for the recent telemarketing training for our staff. Telemarketing now forms an integral part of our marketing push in the Kiama market and the techniques and procedures that you taught us provide an excellent base for our salespeople to develop and use."
Murray Bergmeier,
Licensee
Kiama Real Estate
Telemarketing Success Sydney
Story found in Powerlift Nissan Magazine Oct 08
We have a had a few months now of considerable success from our telemarketing team, Annette McVeigh and Sandra Webb in Sydney.
In June ’07, we decided to contract a telemarketing specialist consultant to advise us on what world class telemarketing should look like.
Jenny Cartwright was approached by the company to help us redesign our telemarketing process, and with the help and cooperation of both Annette and Sandra we have seen our service sales leads grow significantly over the last two months.
At the time of writing mid August we already have signed 13 new customers and 20 trucks to PMP Service Contracts in Sydney, so far this month, as a direct result of leads from Annette and Sandra.
Annette and Sandra have attended Jenny’s successful Sydney sales training course, designed and implemented an agreed telemarketing script and generally lifted the professionalism of our dealings with potential customers.
We would like to thank Annette and Sandra and the Sydney Service Sales group for responding to the changes and being part of improving the profitability of the company.
The telemarketing success in Sydney, will now be rolled out nationally, with initially Annette going to Adelaide to provide training and guidance.
Kevin Gaffney , National Operations Manager- Powerlift Nissan
Sales and Telesales Solutions
71 Coolaroo Road
Lane Cove NSW 2066
Australia
Tel. +61-2- 9427 3479
Fax +61-2-9418 9069
Email info@telesalestraining.com.au