Guide to Establishing an Effective Telesales Training Program

Look for the right training match for your business

Before engaging a trainer, be sure the training company’s customers match your company. Has the trainer trained companies that (1) target the same markets and industries? (2) sell to the same sized customers? (3) target the same decision makers?

I recommend: Search the internet for 'telesales training' and 'telemarketing training' to create your list of prospects.  Or you can search the members database of the American Teleservices Association.

Make it repeatable

The best telesales training programs are those that offer training in modules, allowing you to deliver the training and then follow up with training in key focus areas. Be sure to select a program that is easy to deliver frequently, either by engaging an outside trainer or by purchasing access to modules that you can use as needed.

I recommend: Phone Pro offers expert inhouse training and 'Train the Trainer'.  Business by Phone offers custom training, public seminars, and training cds & books.

Prepare in advance to reinforce the skills and techniques

Before the training starts, commit to reinforcing the telesales skills and techniques. Review this requirement with the trainer you select and establish a reinforcement and retraining plan before the training starts. The best way to do this is to establish a consistent schedule and make it fun.

I recommend: I recommend The Big Book of Sales Games by Peggy Carlaw and Vasudha K. Deming.