Battlefield - Practical Case Studies of Telesales for Winning Orders

Author: Li Xiangyang, Shu Bingbing
Publisher:
Publish Date: 2006-10-01
Features: This book presents over 100 real-life telesales case studies, elaborating in detail on the six essential professional skills that telesales personnel must master—voice and language control techniques, four-level questioning techniques, active listening techniques, skillful guidance techniques, empathy techniques, and praise techniques. It summarizes the key qualities that outstanding telesales professionals must cultivate—professionalism, agility, courage, humility, openness, and innovation. The book also introduces the six stages of the telesales process: light inspection, understanding and creating needs, feature extraction, objection handling, closing, and relationship building and maintenance. It systematically explains how telesales personnel can comprehensively apply professional marketing techniques and demonstrate their outstanding qualities during the telesales process. All the case studies in this book are reflections of the wisdom and inspiration of telesales experts from various industries. To provide readers with more insights, the book also selects over 100 concise and insightful stories. This book is suitable for telesales personnel, service staff, technical support staff, and all telesales professionals and sales managers who work in call centers or similar call centers (such as companies with dedicated phone lines). It is also suitable for individuals interested in telesales models, those preparing to or currently using telesales models. This book can serve as a team training manual or a reference for researchers in the field of telesales.