Learn what being a member does for you
The Seller Styles
See a summary of all our programs and certifications
Certified Professional Sales Person(CPSP®)
Develop your potential as a certified sales professional
Certified Professional Sales Leader(CPSL®)
Grow your impact as a certified sales leader
Certified Master Sales Professional (CMSP®)
Join the elite group of sales professionals and leaders
Certified Master Sales Trainer (CMST®)
Advanced Sales Influence (ASI)
Take your influence and leadership to the next level.
Certified Professional Sales Associate (CPSA®)
Learn foundational sales behaviors, strategies, and skills
Power of Contact Marketing
Learn from marketing expert and author Stu Heinecke
Join the top 1% of sales professionals in the world.
Next Level Virtual Coaching
Join our ongoing dynamic virtual coaching community
Explore job postings from some of the best companies in the country looking for sales professionals
Daily Dose of Influence!
Enjoy our video series of influence tips and strategies
Leads To Growth
Dig into our podcast featuring industry leaders and experts
Learn from our high-level sales coaching video series
Women of Sales & Influence – Facebook Live Series
Be inspired by our Facebook Live series spotlighting top women influencers
Women of Sales & Influence – Video Blog
Enjoy valuable, high-level sales strategies to empower your sales goals
The Growth Quotient
You’ve heard about IQ, but what is your GQ?
Our Commitment to You
We are here to help your approach to sales, how you interact with others, and how you perform and execute
NASP Sales Blog
Learn from our member-submitted articles for sales professionals
About Our CEO
Standards of Conduct
Common Questions and Answers
Therefore, the person answering the telephone and talking with the customer / prospect plays a major rule in determining the success or lack of success of the organization. You must accept responsibility for providing timely customer service in a courteous business manner.
Applying the telephone customer service skills in this white paper will help you and your organization become a professional provider of quality customer service that will gain and retain customers for a lifetime of profits.
8% of customers leaving a business leave because of lack of caring expressed or lack of perceived caring from you or someone in the company.
Callers begin to form their impression of your organization by the number of rings it takes to get an answer and the first voice they hear.
This is also a good time to ‘source track’. If the caller is a first time caller ask them where they heard about your organization. The old saying of a failed business goes,”I always knew 1/2 of my advertising worked, I just never knew which 1/2.”
Your organization is in the business of selling products and services. Most customers telephone because they have a problem or need your products and services will solve. All you have to do is listen and identify the problem / need they have and match your products and services to them.
“Mr. James, you said you need your _________ repaired. How old is your __________?”
“So I can better help you, what exactly are your needs for a ________________?”
*100% Customer-Centered “Means that everything you say and do is about the customer not about and for the customer, not you or you organization.”
If you do not sell them over the telephone, further the sale by making an appointment to meet with them, having an outside sales professional telephone or meet with them, or asking their permission to send information.
Always give the prospect a choice. It gives them the feeling of control, and they cannot say “NO” when given a choice.
“Would you like to meet with me Monday or Tuesday?” If they do not choose one of the times continue to give them choices.
About the author