Telemarketing Skills Training - Vyntech |+Free City Tour

Silabus bahasa indonesia –> Training Telemarketing Skills: Call Scripting, Telesales Communication, Handling Objections, and Closing Techniques

Description

Telemarketing remains one of the most effective, fast, and efficient communication and sales channels for reaching prospective customers and retaining existing ones. However, amidst fierce market competition and increasing buyer skepticism toward promotional calls, a telemarketer needs more than just a memorized call script. Success requires persuasive communication skills, a pleasing vocal tone, the ability to build instant empathy, and mental resilience in handling objections.

This Telemarketing Skills: Call Scripting, Telesales Communication, Handling Objections, and Closing Techniques training program is specially designed to boost the competence, confidence, and conversion rates of telemarketing and telesales staff. Participants will learn captivating call opening techniques (hooking techniques), call script customization, structured probing to identify customer pain points, proven objection handling frameworks, and ethical, high-converting closing techniques.

Training Objectives

- Understand the strategic role, ethical standards, and key performance indicators (KPIs/Call Metrics) in modern telemarketing.
- Master vocal impact control (pitch, pace, tone, clarity) to create a friendly, professional, and convincing first impression.
- Master the design and customization of interaction scripts (call scripting & dialogue structure) for various sales scenarios.
- Apply active probing techniques (open & closed questions) to unearth customer needs and pain points.
- Master proven strategies and frameworks for overcoming various forms of customer resistance (objection handling framework).
- Apply effective sales closing techniques (closing techniques) to boost call conversion ratios.
- Build mental toughness, self-motivation, and stress management skills to handle call rejections (rejection handling).

Training Outline

Introduction to Professional Telemarketing and Sales Mindset
- Modern telemarketing paradigm: Delivering solutions vs. pushy selling.
- Understanding core telemarketing metrics: Call Volume, Contact Rate, Conversion Rate, and Average Handling Time (AHT).
Vocal Impact and Building First Impressions
- Establishing rapport within the first 10 seconds through vocal tone, pacing, clarity, and the smiling voice technique.
- Eliminating filler words and projecting confidence over the phone.
Effective Call Scripting and Structure
- Anatomy of a high-converting call script: Opening, Hook, Value Proposition, Probing, Presentation, Handling Objections, Closing.
- Modifying and personalizing scripts to sound natural, flexible, and engaging (script customization).
Needs Identification and Value Presentation (Probing & FAB Technique)
- Utilizing open-ended and probing questions to identify specific customer requirements.
- Mapping product features into tangible customer benefits using the Feature-Advantage-Benefit (FAB) technique.
Strategies for Handling Objections and Resistance
- Root causes of customer objections (price, timing, existing vendors, skepticism).
- The LAER Framework: Listen, Acknowledge, Explore, Respond.
- Formulating diplomatic responses and turning objections into sales opportunities.
Telesales Closing Techniques
- Identifying buying signals from vocal tone and customer responses.
- Executing proven closing methods: Assumptive Close, Alternative Close, Urgency/Scarcity Close, and Direct Close.
Call Etiquette, Regulatory Compliance, and Post-Call Management
- Phone etiquette, customer data privacy, and adherence to calling time regulations.
- Accurate post-call logging and documentation into Customer Relationship Management (CRM) systems.
Stress Management and Mental Resilience
- Overcoming agent burnout and the fear of rejection.
- Techniques for maintaining high energy and a positive focus throughout the workday.
Common Implementation Challenges and Solutions
- Handling abrupt hang-ups, navigating past gatekeepers (secretaries/receptionists), and dealing with aggressive prospects.
- Formulating operational troubleshooting strategies for daily telemarketing activities.
Case Studies, Roleplay, and Interactive Call Simulations
- Analyzing call recordings (identifying strengths and areas for improvement).
- Interactive roleplay practice: Full-call simulations from opening hooks to objection handling and closing.

Training Benefits

- Higher Conversion Rates: Increase sales closing ratios from telephone interactions.
- Effective Communication: Equip representatives with persuasive, flexible scripts and impactful vocal delivery.
- Bypassing Resistance: Enhance agent success in navigating past gatekeepers and managing prospect objections.
- Call Duration Efficiency: Optimize handle times by delivering concise, value-focused pitches.
- Agent Resilience: Build a confident, highly motivated, and rejection-resilient sales team.

Target Audience

- Telemarketing Representatives, Telesales Executives, & Outbound Call Agents.
- Call Center Staff, Contact Center Officers, & Inside Sales Representatives.
- Customer Service Officers involved in cross-selling and up-selling.
- Sales & Marketing Representatives using phone communication as a primary sales channel.
- Supervisors, Team Leaders, and Managers overseeing telemarketing and telesales teams.

Time

Training Venues

- Yogyakarta: Ibis Styles Hotel Yogyakarta
- Bandung: Gino Feruci Hotel Bandung
- Jakarta: Dreamtel Hotel Jakarta
- Bali: Harris Seminyak Hotel Bali
- Online Training* (Interactive Live via Zoom/Teams)
- In-House Training* (Tailored training at your corporate premises)