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Telephone tactics / / Graham Roberts-Phelps
| Telephone tactics / / Graham Roberts-Phelps |
| Autore | Roberts-Phelps Graham |
| Pubbl/distr/stampa | London : , : Thorogood, , 2002 |
| Descrizione fisica | 1 online resource (222 p.) |
| Disciplina | 651.73 |
| Soggetto topico |
Telephone etiquette
Telephone in business |
| ISBN | 1-85418-592-6 |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Introduction; Remember!; Contents; Section 1: Telephone tactics for customer satisfaction; The telecommunications revolution; Creating a positive impression; Master the basics; Effective telephone guidelines; Advanced telephone rapport; Structuring a telephone call; Telephone skills assessment; Gathering information - key skills; Turning customer problems into opportunities; Confirming - key skills; Difficult situations - key skills; Dealing with angry customers; Assertiveness on the telephone; Telephone skills - best practise summary; Customer service - application assignments
Section 2: Gaining appointments by telephoneThe importance of proactive prospecting; Sales is a numbers game; The most important step in the sales process; Ten top tips on making appointments; Making appointments: planning and preparation; Getting past gatekeepers; How to structure a call; Cold-calling blues; 'Warm-calling': A three-step method to increase your sales; Ideal appointment times; Example call; Prospect tracking; Appointments - application assignments; Section 3: Achieving better sales results on the telephone; How to get even better sales results; Customer focus Selling and customer serviceAn introduction to selling on the telephone; Structuring a sales call; Preparation, organisation and planning; Converting incoming calls into sales; Outgoing calls - working a list; Personal organisation; Voice projection; The sales call; The voice that sells; Telephone sales questioning techniques; Features and benefits (FAB); Developing FAB statements; People buy for different reasons; Handling objections and questions; Overcoming objections; Closing the sale; Ending the call; Telephone selling - application assignments; Section 4: Credit collection by telephone IntroductionCalculating the real cost of bad debts; Prevention is better than cure; Organising credit management; Types of question; Collection letters; Debt collection - application assignments |
| Record Nr. | UNINA-9910679897903321 |
Roberts-Phelps Graham
|
||
| London : , : Thorogood, , 2002 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Telephone tactics / / Graham Roberts-Phelps
| Telephone tactics / / Graham Roberts-Phelps |
| Autore | Roberts-Phelps Graham |
| Pubbl/distr/stampa | London : , : Thorogood, , 2002 |
| Descrizione fisica | 1 online resource (222 p.) |
| Disciplina | 651.73 |
| Soggetto topico |
Telephone etiquette
Telephone in business |
| ISBN | 1-85418-592-6 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Introduction; Remember!; Contents; Section 1: Telephone tactics for customer satisfaction; The telecommunications revolution; Creating a positive impression; Master the basics; Effective telephone guidelines; Advanced telephone rapport; Structuring a telephone call; Telephone skills assessment; Gathering information - key skills; Turning customer problems into opportunities; Confirming - key skills; Difficult situations - key skills; Dealing with angry customers; Assertiveness on the telephone; Telephone skills - best practise summary; Customer service - application assignments
Section 2: Gaining appointments by telephoneThe importance of proactive prospecting; Sales is a numbers game; The most important step in the sales process; Ten top tips on making appointments; Making appointments: planning and preparation; Getting past gatekeepers; How to structure a call; Cold-calling blues; 'Warm-calling': A three-step method to increase your sales; Ideal appointment times; Example call; Prospect tracking; Appointments - application assignments; Section 3: Achieving better sales results on the telephone; How to get even better sales results; Customer focus Selling and customer serviceAn introduction to selling on the telephone; Structuring a sales call; Preparation, organisation and planning; Converting incoming calls into sales; Outgoing calls - working a list; Personal organisation; Voice projection; The sales call; The voice that sells; Telephone sales questioning techniques; Features and benefits (FAB); Developing FAB statements; People buy for different reasons; Handling objections and questions; Overcoming objections; Closing the sale; Ending the call; Telephone selling - application assignments; Section 4: Credit collection by telephone IntroductionCalculating the real cost of bad debts; Prevention is better than cure; Organising credit management; Types of question; Collection letters; Debt collection - application assignments |
| Record Nr. | UNISA-996217123403316 |
|
Roberts-Phelps Graham
|
||
| London : , : Thorogood, , 2002 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. di Salerno | ||
| ||
