TELEPHONIC SKILLS

The Art of Tele Calling

 Was the sales person Aware of the Name and the Details of the Prospect? Preparation

Did the sales Person Introduce Himself and the Organization in a Professional Manner? Introduction

Did the sales person Probe the Prospect Before Presenting the Product? Probing

Did the sales person Adhere by not giving False/Mis Leading Commitment? Presenting

Did the sales person Invite the Prospect to the Site or Fix an Appointment? Promise

Did the sales person Follow up on the Specified Date and Time with the Customer? Follow Up

CRITICAL INFORMATION – DON’T MISS DURING CALLS

Was the Sales Person aware of the Name and the Basic Needs of the Prospect? Fatal

Did the Sales Person Greet the Prospect in a Professional Manner by Saying Vanakkam/ Namaskara? Yes

Did the Sales Person Introduce Himself and the Organization in a Professional Manner? Fatal

Did the Sales Person Paraphrase the Telemarketing /SVC Conversation with the Prospect? Yes - NA

* Hear Existing Call Recordings before you Proceed

CALL OPENING - SALES CALL

Did the Sales Person Probe the Prospect before Presenting the Product? Fatal

If Customer Says Not Interested (or) Plan Dropped As of Now

Yes
(Ask Why, What Reason, Ask When to Call Back) – (Follow Up for Offline – via What's App)
 A

Check for Previous site visits (or) Previous Enquiries of CG Properties Yes

For New Lead – Probe & Pitch - Primary Project Yes

For Bulk Leads – Probe & Pitch for Location Requirements & Push Site Visit Yes

PROBING - SALES CALL

Did the sales person Acknowledge Objections & Handle Objections in a Positive Manner? Yes

Using Negative Words – Saying No Directly for Customer Queries Fatal

Be Cautious with Location & Presence of Project & Rout Map Explanation NA

OBJECTION HANDLING - SALES CALL

Did the sales person Exhibit Adequate Product Knowledge ? Yes

Did the sales person Adhere by NOT Giving False Information /Mis Leading Commitment? Fatal

Did the sales person Present A Brief about the CG before Presenting the Product? Yes

Don't Suggest – Hard Routes or Objection Raising Route Travel during Calls Yes - NA

If Customer is Interested – Talk FAB about Product / Unit Plans / Unit Preference Yes

PRODUCT INFO - SALES CALL

Did the sales person Invite the Prospect to the Site or Fix an Appointment? Fatal

Did the sales person check if any Assistance would be Required in Terms of Travel to the Site? Yes - NA

Offer for CAB – Pitch Site Visit – Inform FREE Cab PICK Up and Drop Facility Available Yes

Educate the Customer about Live Model House – Miniature & AV availability at Marketing Office Yes

Talk about Safety & Security Measures – COVID safety Adhered at Sites Optional

SITE VISIT - SALES CALL

Rephrase the KEY Telephonic Conversations & RE Confirm the Date and Time of Appointment Fatal

Please Request the Customer to Save our Contact Number Optional

For Any Queries or Enquires Please Reach US back Via Call or What's App Optional

Did the sales person Thank and wish the prospect a great day before disconnecting the call? Yes - No - NA

CALL CLOSING - SALES CALL

Be in Touch with Customer Prior to the Date of Appointment Yes

Did the sales person Follow up on the Specified Date and Time with the Customer? Fatal

If Customer Says Call Me Later – Share What's App Details & Call Post 6.PM IST Optional

Continuous – Linked Follow Up with out Major Gaps Yes

FOLLOW UP - SALES CALL

Did the sales person reach out the customer within 3 hours of TAT? Yes

Did the sales person document the discussion in Sell.do notes? Fatal

Save or Note Down the Prospect Lead ID and Contact Details in Your Personal Dairy Manually Yes

TAT & DOCUMENTATION - SALES CALL

 Vasthu
 Top Floors
 EMI – Existing Loans
 Loans – Bank Offers
 Location & Ambiance
 Customer ‘s Personal Banking Issues
 Financial Problem – Low Budget Issue
 For Hindi Customers – Be in touch with Hindi FLS

WHY CUSTOMERS SAY NO FOR HOME BUYING

 Customer Analysis

 Appointment Fixing

 Cross Selling & Pitching

 Competitor Knowledge

 Approaching at the Right Time

 Don’t Expose Pricing Over the Phone

 Comparative Pricing – Open Challenges

TIPS
 Always Try Extend Conversations – Quantify the calls

 Commitment or Promise from Customer

 Creating Hype – over Calls

 Follow Up – Maintenance

 Telephonic Convincing Skills

 Push Site Visit

TIPS
 No Blank Calls – Commit for Schedule or Follow Up without fail

 Focus – on Call Outcome

 Quick Self Analysis after Call

 Call Agenda

 If Customer Demand for Information – if FLS Don’t know – say Will

Check & Update you Back

TIPS
 Sensible Answer

 Listen to the Customers

 Crispy Calls – Call Control

 Smooth Flow of Conversation

TIPS
 Sales Coaching

Dr.Haari

Quadir Sha

Veera

THANK YOU