January Newsletter:

This issue will deal with CONFIDENCE

How you sound over the telephone in any situation (inbound or outbound, customer service or sales): the tone of your voice, -inflection - pace - all give an impression. This is as important as what you say and what you know.

How to Contact Me

Phone (727) 421-8818
kathy@telephoneeffectiveness.com

If your company has regular sales meetings, or brings sales associates together for a "lunch and learn", contact me to discuss how I can integrate skill builder into that time slot.

The Right question at the right time

Half day totally interactive session is available to your company. Asking questions is the critical skill to unlock the door to success.

Don't delay. Contact Kathy NOW to take advantage of this opportunity.

In Depth Focus to look at the depth of Kathy's global experience.

Kathy will help you integrate the telephone into your Business Strategy for 2008.

That impression isn't just about YOU - it is about your company, your product or service and quality. How you sound directly impacts all of the above. If you sound unsure and weak, this how this translates to the person that you are speaking to at the moment. That person could be the switchboard, receptionist, decision influencer or decision maker Have you ever hung up the telephone and thought to yourself (or said it out loud): "wow that person was tough!" "That person is reacting to not only what you said, but how you said it. More than likely it was the latter.

Confidence falls into two main categories; the first is Sales and Communication Skills:

• Listening Skills
• Asking the right question at the right time
• Listening Skills
• Quality Objection Handling
• Listening Skills

(Get the message?)

The second is, of course, product knowledge and how you can relate that to your Communication and Sales Skills:

• What does your product DO
• WIIFM Factor
• Who is your real prospect?
• Tell me about your company

TRICKS

Avoid the word 'just' as you start a sentence, any sentence. STOP apologizing and sounding weak.

Don't ask if you can ask - just ask!

Listen and write down their name and use it - frequently and at the right place - this keeps 'eye contact' and maintains confidence

TRADITIONS

When I work with inside sales associates or individuals who have to generate their own business using the telephone I am constantly surprised at how little they know about their own customers. So much energy is being spent on generating new business.

Your best customer is your existing customer. Your next best customer is a lapsed customer and then you need to look at inquiries you have had. These could be old inquiries or old quotes.

Why are sales people regularly thinking that they need NEW business when plenty of people have raised their hand and said 'talk to me' … the reason they don't buy more or haven't yet bought could be that you haven't asked them to do so? What does this have to do with confidence? You should be confident that you have done all that you can to win all of their business.

That success has to with timing and how confident you sound about what you can do for that person at any time. The person who made an inquiry but didn't buy chose not to buy for a reason. What was that reason? Can you identify it and turn that 'no' into a yes? It takes confidence to open that dialogue and maintain a level of interest.

If a company bought from you once, should they come back? Should they buy more? Who else in this location could buy from you? When do they buy? When should they buy?

The Ladder of Loyalty is worthy of your consideration

Advocate (Total confidence in you and your business - tells everyone)

Client (Buys from you often - but everything, every time)

Customer (Has bought from you once or twice)

Prospect (Should buy from you)

Suspect (Might be someone who could buy from you)

Universe (Where are they?)

YOUR ESSENTIAL QUOTE OF THE DAY

"Who has confidence in himself will gain confidence in others"
             Leib Lazarow

Kathy Pabst Robshaw
The Total Telephone Effectiveness Company
"The Telephone Nanny"
www.telephoneeffectivenss.com
727 421 8818