Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Telesales in bound call evaluation process - tracking sales behaviours


Published on

Telesales in bound call evaluation process

  • Login to see the comments

  • Be the first to like this

Telesales in bound call evaluation process - tracking sales behaviours

  1. 1. In-bound Sales Call - Assessment Sheet (Designed By D Malon Employee Name: Call Type: Start of Call 1 Professional greeting (including name exchanges) 2 Established Interest at start of call 2 Permission to ask questions & proceed with agenda 3 Mentioning of data protection / compliance issues Establish Customer Needs 4 Questions on application for internal assessment 5 Questions to understand the customer motivations 6 Questions to establish purchasing criteria 7 Questions to establish time frame doing business 8 Summarising understanding of issues at end of questions Presenting Your Solution 9 Presentation highlights the priorities of the customer11 Were appropriate examples from customer world used12 Was the presentatuin two way13 Did the seller offer a choice of policies where possible14 Were continuation questions used to get customer opinion of offering E is for Exposing and Overcoming Objections15 Listen to customer without interrupting16 Acknowledging the customer issue / misunderstanding17 Clarify the issue by asking a question about it18 Expose and overcome the issue Close with a Commitment19 Asked for the business / next step20 Telling the customer what will happen next21 Agree times, responsibilities and dates for follow ups22 Take advantage of any upselling / cross selling opportunity23 Give free contact details & thank them Telephone Seller comments Scoring System 19 points plus 17 Points plus 14 Points Plus 10 Points or less
  2. 2. (Designed By D Malone & C Morris - Completed by Name Date Example / Evidence Was this stated confidently & professionally? What prompted your call today So as I can work out how I can best help you may I ask some questions please Compliance specific issues As per your on screen application form Example: What is causing you to consider upgrading at present? Example: What are the top three things you want from this purchase? When do you need to have this service in place? "So what your saying is " So based on the priorities you gave me I suggest you consider product ABC for the following reasons You mentioned earlier you often have to ... Well with this feature you will be able to ....... . How does that sound to you? The two options you should consider are (If appropriate) E.G. "How is that?" "Is that along the lines ?" Example: Excess Self explainitory "You have a concern about the price Mr Jones How familiar are you with the differences between this product and the previous one you had last year? Whell for an additional €30 we can ... (Example of dialogue) Based on our conversation it sounds like you like the look of this product? So the next step is . *Without jepordising the core sale