Schiffman Stephan. Telesales

Second Edition. — Massachusetts: Adams Media, 2003. — 208 p. — ISBN: 978-1580628136.By providing one concise, easy-to-read chapter for each daily coffee break, Stephan Schiffman’s Telesales, Second Edition has the power to transform your career and help you post noticeable increases in your numbers in just ten working days and transform your career after a mere twenty-one.
Stephan Schiffman has coached thousands of sales teams across the country to improve their telesales performance. He knows exactly what works and what doesn’t, and in this completely revised second edition, he shares with you all of his insider’s secrets, including how to:
Master the five ways you can increase your income
Track your numbers...and use them to your advantage
Evaluate your performance effectively...so you hit your own goals
Gain control of the call
Use "how" and "why" questions to your advantage
Learn what’s going on in the prospect’s world
Understand the four types of negative responses...and find out how to get past each one
Leave effective phone messages
By spending just minutes a day with this clear, easy-to-use book, you can learn everything from creating a script, to recognizing when not calling a prospect can increase your sales productivity, to practicing the ten traits of world-class salespeople. In this highly competitive world where the obstacles against telemarketers are increasingly daunting, you can’t afford not to have these tools in your sales arsenal!Foreword and Acknowledgments
Introduction to the New Edition
Getting Started
A Typical Day
Understand Your Ratios
Tracking Actual Daily Numbers
The Five Ways You Can Increase Your Income
Little Things Can Mean a Lot
Your "Golf Grip"
"Closing" (And Its Hazards)
The Four Steps of the Telephone Sales Process
Understand the Numbers — and Improve Your Approach
Move Forward in the Sales Process
Define Prospects Accurately
Count the "No" Answers
The Ups and Downs of Selling
People Respond in Kind
Interruptive Marketing
Why Writing It All Down Is Essential
Master the Game of Catch
Developing Your Attention Statement
Developing Your Identification Statement
Developing the Reason for the Call
What to Do If You Don’t Get Interrupted
The Department Store
"Happy Now"
"Not Interested"
"Send Literature"
The Direct Question
Put It All Together
Some Variations on the Standard Call
The Art of Leaving Messages
Another Effective Variation
The Art of Calling Back
"I Was Just Thinking of You"
How to Call Former Customers
How to Get and Use Connections with People at the Top
How to Send the Right Emotional Message over the Phone
The Recipe for a Great Conversation
The Past, the Present, and the Future
Ask "How" and "Why" Early and Often
Verify Your Information
Paint a Picture
Critical Point #2
When to Stop Calling
Ten Traits of World-Class Salespeople
AppendixAbout the Author