The techniques, tricks and strategies needed to improve one's ability to relate with customers and turn the phone into a powerful sales tool. Objectives: To improve one's own safety and learn how to manage one's emotions. Being able to immediately attract the attention of the potential client by creating harmony and involvement. Develop an authentic dialectical skill, aligning the tone of the voice to the words at all times. Develop empathetic active listening skills. Learn to understand the real needs of the client through powerful questions. Knowing how to master all the stages of the call through the knowledge of the most effective techniques of persuasion and sales. Being able to transform any type of customer objection on one occasion to positively conclude the negotiation. Topics covered: What is Telemarketing The influence of the psychological aspect The importance of self-esteem The mental attitude and limiting beliefs The management of anxiety and stress Never take a personal question The real purpose of Telemarketing The questions to be done before starting the calls Paraverbale communication The three levels of communication The importance of the voice The diction and the techniques of improvement Smiling, transmitting passion The verbal communication The suggestive power of the word The hidden commands The wrong telephone approaches to avoid in absolute The customer-oriented approach How to immediately create harmony with the client Active listening and empathy The alteration mechanisms and the auditory filters The phone call in Teleselling The phases of the call The opening of the call The interview Give birth to the client's desire The agreement and closing techniques The telephone script Fix appointments on the phone The useful appointment and the validity conditions The phases of the phone call to fix appointments The mistakes to avoid in setting the appointment The communication of the appointment The confirmation of the appointment The techniques of persuasion The management of the critical issues and the objections The exceeding of the filter Types of customers How to avoid "I do not care" Objections Techniques in response to objections Customer service Customer loyalty Benefits of long-term relationship with customers Customer care staff Relational skills of caretaker care claims management.