Telephone Confidence Training

Our Training can help you no matter what situation you’re in.  

Janine carries out our training and consultancy.  Whether you have employees who are meant to call, but they always seem to find something else to do with their time…and you worry that they’re lazy or incompetent when the truth is they probably just need a confidence boost.

Or maybe it’s you who has to make the cold calls, but you find something else always takes priority.  Lots of sales people are better face to face than on the phone – that’s natural, because the skills needed for telemarketing are different to sales.

All of these issues seem to boil down to confidence, and understanding what fear is, what influences our fear, how it feels.  When I help people understand where their fear comes from, we can obliterate it. I do this on a personal level with clients outside of Ringhello and within the company to help people feel better.  My mentoring work looks at both the individual and the company approach to calling to make sure that the goals and aims of both are understood to maximise confidence and success.

FOR OUTBOUND CALLERS

  • First we look at what Telemarketing IS. How it differs from sales, why it’s different, the key skills
  • Then we look at how to do cold calling and telemarketing effectively. This includes:
    • Get confident picking up the phone (we’ll look at what’s stopping you and address that)
    • How to engage with clients on the phone at all levels of discussion
    • How to get past gatekeepers (or at worst how to manage them so they become helpful)
    • How to turn a conversation into a meeting or sale 
    • How to get the best outcome from each call.  What “no” means, whether it’s actually a maybe and how to turn a maybe into a “Yes!”

FOR INBOUND CALL HANDLERS

  • I look at the script you use and rework it
  • I help advise on handling calls (looking at worse and best case scenarios from calls)
  • We examine the types of calls you’ll receive and make sure the expectations and next action is clear
  • We examine the personal aspects as to why there’s a lack of confidence.
  • How to handle cold calls
  • Admin work associated with the calls – I advise on best practice and give practical ideas on things that help people on the phone.

FEES – £75 per hour

  • 1 hour “needs analysis” call
  • Thereafter you should allow a further 2-3 hours as a minimum
  • Each training session then has a written report for you outlining what was discussed, and how you as a manager can better support your team.
  • I recommend a monthly retainer of 1 hour to allow for ongoing progress to be made – it’s important you feel supported continuously as confidence levels, roles and calls evolve.

It’s important that you are given the opportunity to go away and practice the skills on the phone and for you to make notes about specific calls to ask me about them. I want you to succeed, and you’ll do that if you know you have someone to turn to exactly when you need them!

Depending on location, Training & Mentoring is carried out using webinars, phone calls and full support material is provided.

 

TRAINING CASE STUDY

Initially Tori was a client of mine and I carried out some Telemarketing for her.   However she changed companies and after a few months she got in touch with me for some help with a couple of things.  The first was to help her formulate a unique and clever approach for her to use on cold calls along with a telemarketing strategy.  The second was to help her brush up her skills on the phone

She said “I’m as rusty as a skanky old nail at telemarketing” so I helped her feel more confident and reassured her that she could in fact do the calls successfully herself, it was a case of helping her hone her approach and get clear on what she was doing, and feel happy and confident about making the calls.

Janine is a superstar.  She worked with me to really come up with a good plan of  action.  This helped me feel confident that I knew what I was talking about and I was able to make calls that I’d been putting off.  She helped me on a really personal level to tap into my own potential and unlock the confident telemarketer that had been lurking for some time.  Janine gave a good mix of practical ideas with new ways of looking at things to help me realise that there’s nothing to be scared of.  She made me feel important, capable and empowered and always honoured how I was feeling.  She’s got really good insights into what works and what doesn’t so I really recommend her to anyone wanting to take their confidence to the next level. –Tori Knight

About Janine

I studied Psychology at university, and carried our peer mentoring and counselling at school as part of the UK’s first initiative within schools so I’ve always been involved in helping people feel better on some level.

I have worked as a receptionist for companies in the Thames Valley including Acuma in Ascot and Checkpoint Meto in Bracknell as well as for smaller, family run businesses in various locations.  So I’m familiar with different environments and the challenges of sitting on busy, fast paced corporate reception desks as well as finding the balance between intimacy and professionalism in smaller organisations.  I worked in customer facing roles from the age of 14 and have spent the last 17 years on the phone making outbound sales calls, so I’ve heard every response out there and know how to tackle every type of call.

Outside of my work for Ringhello I work as a life coach and mentor capacity with people helping them deal with life challenges, and manage and change their energies and attitudes towards situations with a range of different approaches and tools, including working with flower remedies to help people with confidence!

Having spent all of my working life on the phone, dealing with incoming enquiries as well as making outbound sales calls, I understand the approaches and techniques to help you feel secure, confident, successful and happy on the phone having taken myself through this challenge over the years.

Email janine@ringhello.co.uk for details.

I can help you feel better about picking up the phone!

For more information on fear I refer you to this blog post, and the amazing Will Smith! http://ringhello.co.uk/2017/10/31/will-smith-phoning/