Most of what we have to do in a telesales training program is to convey the main three elements of quality in the conversation.
Number one is transfer of knowledge, what we say is important in the people are meant to learn about our product offerings. Number two is that people are very experienced in assessing people so they are constantly measuring you against their previous experiences, voices that are somehow altered by lack of energy or over use of energies trigger mistrust. The lack of visual stimuli causes humans to become more cautious so when working on the phone you can’t be acting (unless you are a better actor then Geoffrey Rush) you have to say what you mean and mean what you say. There is another good reason for this we now know that the stress illnesses in Call Centres can be traced back to what are know as acts of incongruence.
Number three is the real difficult issue, if you are calling people on the phone you have to be more interested in them than you are in yourself. That means that you have to practice speaking so that people from all different origins and backgrounds can understand you. You have to speak to be understood.
Maybe the most important thing to know about telesales training is that it is an additional learning that sales people must undertake in order to be highly or rapidly successful.