Inside Sales Programme

The Inside Sales programme is for sales people involved in internal sales roles that require a combination of customer service, selling, administration duties and wanting to increase their outbound call activity. Note: This course is not suitable for telemarketing roles.

The information in the programme is about assisting internal sales people in understanding the structure and foundations of successful selling. It gives them the control to ensure they are successful at servicing customers with a view to achieving excellent sales results.

The questioning techniques and actual questions they ask customers and prioritising of their daily work requirements. The ability to not only handle in-bound calls but also cross-sell, up-sell those calls and make out-bound calls. This is one of the most intensive and thorough internal sales training programmes available that directly impacts their work priorities, call handling skills and sales results.

Who Should Attend?

People who are commencing their career in sales through an internal sales role and those people providing technical support and sales support in an in-bound telephone calling environment.

Course Modules

Module 1: Customer Expectations and Time Management

• Understanding the role of an internal sales person
• Establishing the selling and non-selling elements of your role
• Planning your job functions and priorities
• Time management
• 20 biggest time wasters
• Procrastination - rating yourself
• Understanding customer's expectations
• The impact of internal sales in a organization

Module 2: Providing First Class Customer Service

• What is customer service versus selling?
• Principles of customer service
• Meeting customers' expectations and getting feedback
• Getting feedback from customers
• What makes excellent customer service?
• Creating a good first impression
• Communicating on the telephone and telephone etiquette
• Questioning techniques for customer service
• Listening actively
• Steps for handling complaints

Module 3: Handling In-Bound Enquiries, Cross-Selling And Up-Selling

• What are inbound enquiries and why don't they become sales?
• Understanding what prompted the person to call
• Qualification
• What is up-selling and cross-selling and why do we need it?
• How do we identify when to cross and up-sell?
• What techniques do you use?
• When do you sell?

Module 4: Making Out-Bound Telephone Calls

• Preparing to make out-bound calls and the related sales process
• Why people have call reluctance
• Making calls to customers versus prospecting
• Scripts or no scripts - why use them
• Questions that work for out-bound calling
• Secrets of great telephone sales people
• Why you get objections
• Closing the sale over the telephone

Learning Outcomes

This programme will assist people to become effectively organized in an inside sales role and have the capability to deliver excellent customer service and sales results. They will be able to make out-bound telephone calls to assist in the generation of additional business.

Duration

One module a week over 4 weeks (recommended)– access 24/7 for convenience

Personal Trainer

Yes with individual 360 degree training provided to ensure understanding of information

Skill Application Assessment

Yes, with each module of the programme

The Mastering Sales™ Guarantee

If we cannot increase your sales by at least three times the cost of the programme and you have completed the course from beginning to end and put the majority of ideas into practice, we will give your money back in full. We guarantee to increase your Sales!

Certificate

You will receive a Certificate acknowledging your completion of this programme.

Investment

Please contact the office nearest you for all pricing via the contact page on this website.

Conditions of Participation

This programme is subject to copyright and for attendance by the nominated participant. The programme is provided under specific conditions of use and entry to the Online Training Room. Contact the office for full details.

Course Links / Next Step

Mastering Sales™ Selling Skills Programme