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BASICS OF TELECALLING

By William Keishing.

Attitude is very important in selling. Some people look for the worst in situations. Others
look for the best. As a sale person you should have a positive mental attitude in every situation. Always talk positively to yourself, feel good about yourself. When you are talking to customers on the phone. Your attitude should be positive. Say to yourself I will handle this, I will succeed. I will find a solution to the customers problem. In telesales for every 10 calls, you make a sale. So attitude is vital in your sales success. The more calls you make, the more sales you get. The more Nos you hear the more likely you are going to get an increasing number of Yes, so be ready for the NOs because the Yes is going to follow soon after. Maintain an attitude that you are seeking to help your prospect meet a need or solve a problem, rather than force the sale of a product or service. Know your product and be enthusiastic about it, if you are not enthusiastic, your prospect certainly wont be. Plan what you are going to say. Be prepared for objections or other obstacles prospects may present. Practice, practice, practice your introductory remarks to fine- tune a strategy that works for you. If possible, role plays with a friend or tape record your self.

Begin all calls calmly and professionally. Identify yourself by name; state what company you represent (even if its just you) and where you are calling from. For example, hello Ms. Johnson. This is Betty Jones from BJ catering service here in Sydney. Finish your opening statement with a verbal handshake phrase such as how are you today? After the opening statement, state why you are calling. When possible, find a hook to interest prospects. A hook might be using a third party referral such as. Mary Smith suggested to call you .. prospects are more likely to listen when someone they know recommended the contact. Let prospect know you are saving others like them. For example, ABC Company in your building is one of my clients. I think you might also benefit from my cleaning service. If your call is cold (you dont have a hook or other connection) let the prospects know how you selected them for your call. For example, I am calling advertising agencies in the tri- county area to Be brief and to the point. Your telephone call is most likely an unwanted interruption for the prospect rather than a welcomed visit. Dont use outlandish, insulting or probing statements. A few extreme examples include: would you be interested in doubling your money in 30 days? ( insulting of course you do) How much life insurance do you currently have? ( too probing and private for an opening statement) Listen when prospects interrupt you to talk.

AIDA
Get the customers Attention Stimulate the customers Interest Create the Desire to buy Confirm the Action to be taken Prevent the listener from turning off, by gaining their attention with thoughtprovoking statement.

THERE ARE SOME SIMPLE TIPS FOR YOU TO REMEMBER WHEN MAKING A SLAES PRESENTATION: Start by working out the key message you want the audience to remember. Always focus on the need of the customer. For e.g.. If you are talking to a managing director about a new software package, you might stress how it will save time. When speaking to employees, you might emphasize how it would make their jobs easier. Most people recall most clearly what is said at the beginning and end, so build your key points into these sections. Organize what you want to say into sections, building up a logical case to buy your goods or services. Learn to listen- often the best sales people are those who listen more than they talk. Being attentive to the customers needs makes them feel important. You may also pick up an information to help make a sale. Ask the right questions-always start with questions that can only be answered yes for eg , asking your contact if they would like to increase efficiency or quality is unlikely to get a negative response. Move on to open-ended questions- this will reveal more about their needs. An insurance sales person might ask when a customer plans to review their financial arrangements. Ask the customer if they have any questions about your product or service- if they ask questions such as when can you deliver? or how many do you have in stock? take is as a cue to close the sale. Think about any objections or points the audience might raise and make the responses part of the presentation. Find facts and figures that support your argument, such as business that have already benefited from your product or services. Make sure you know the products and services of your competitors as well as your own and be ready to answer questions.

HANDLING OBJECTIONS In today's world we experience more and more objection s because of the competition. Objections in selling is normal. Objections may be in fact a question for more information. So every sales person goes through this situation everyday. What is more important is your attitude. So keep your goal in mind, maintain a confident. Optimistic attitude and use your skills to handle each obstacle as it comes. When a customers object dont challenge them but give them a chance or opportunity to express their opinion. The best way to handle objections is to paraphrase what they have said. Paraphrasing means you are listening to what the customer said. As you listen and understand every word the customers said, customers will be more open minded towards you . always restate exactly what the customers said in your own words mostly in the form of a question,.

OBJETIONS: I will think about it. I will talk to my partner and get back to
you. it is too expensive . I cant afford it right now. I can get it cheaper from your competition.: give me your phone number, and I will call you back. it looks good but I am not making a decision right now. send me some brochures or some more information. we are planning to move soon , and after that I will get in touch with you. I am not interested

1. 2. 3. 4. 5. 6. 7. 8. 9.

WHEN FACED WITH AN OBJECTION.


dont argue never exaggerate listen and understand dont reply immediately dont ignore clarify evaluate always answer with benefit review and recap

Find out if it is a genuine objection or is misunderstanding . always turn the objections into a question you can answer. Keep in mind without objection there is no sale. If a product or service can be sold by itself company dont need to hire you. So you as a sale person should expect objections. Load yourself with the right questions. The best thing to do is to write down the most common objections and the correct answer for that. Ask the customer to clarify what they mean if you are unsure. If they say a product or service is too expensive , they may mean its above budget and they arent interested. But they may mean they would buy with a discount. Let the customer know you will always be available to answer any other queries and, if they seem at all interested, keep in touch. Their circumstances or yours may change, allowing you to make a sale at a later stage.

Certain words and phrases which can help you to handle the call better . thank you for your patience interesting I promise I take full ownership do you mind holding you are very important call me if you have any questions it is amazing.

LISTENING is an essential skill for making and keeping relationships. Once you are a good listener people confide in you and trust in you. Listening with openness is very important the listener is able to get more information than the talker. repeat and clarify information exchange information listen to emotions Always be alert and attentive. Never distract the customer while talking. CLOSING A SALE >>STOP WASTING TIME! The most common mistake made by average salesperson is that they waste time trying to sell manipulate, pester, and persuade prospects. A lot of time and energy is devoted to activities that will inevitably lead to nothing. You will close more sales, with a lest effort, when you learn to focus your sales efforts on truly qualified prospects. You will close more sales when you treat your prospects with respect, and are respected by them in turn. TAKE BREAK INBOUND = CUST SRVC OUT BOUND = TELE SALE

INTERVIEWS VA = VERBAL ABILITY QA = QUATITATIVE ABILITY LRDI = LOGICAL REASONING BASED DATA INTERPRETATION HOW YOU SOUND = 80% HOW YOU SAID = 20% PHRASE FOLLOW DREAM IN RIGHT DIRECTION LOST TIME IS NEVER FOUND AGAIN YOUR BEHAVIOUR IS YOUR RESPONSIBILITY KNOWLEDGE BREEDS CONFIDENCE WORDS HAVE A LIFE OF THEIR OWN SUCCESS PEOPLE WEAR RIGHT ATTITUDE ATTITUDE IS YOUR CHOICE HOW YOU USE THE WORDS MAKE THE DIFFERENCE. NOTE PEOPLE DO NOT LIKE TO BE SOLD, BUT LOVE TO BUY THEY SALE YOU APPITITE/ HUNGER. CREATIVE IS THE MAJORE PART IN THE TELE MARKETING. SALE PROCESS A = ATTENTION E = ESTABLISH NEED I = IDENTIFY THE PRODUCT O = OVERCOME ANY CONCERN/ISSUE U = USE TECHNIC CLOSE

A= ATTITUDE, B= BENEFITS, C= CLOSING, D = DEVOTE, E = ECHO (REPEAT WHAT THEY SAY,) F= FINISH THE DAY, G= GREETINGS, H= HUMOUR, I= IRRITATES, J = JERRYS (USE POSITIVE WAY, K= KNOW YOUR OBJECTIVE , L = LETS COOPERATIVE, M = MONOGRAM CALL AVOID REPEATITIVE NAMES, N= NATURALLY CURIOUS TO KNOW OF ONE WORD ANSWER. P= PRACTICS, R = REJECTION COMES OF THE JOB., S = SMILE WARMS UP THE CONVERSATION, T= TONE THE VOICE. U = UNDERSTAND VIEWS , V = VARY YOUR RESPONSES , X = OUT THIS CREDIBILITY PASTORS, Y= YOU BUY OR THEY BUY, Z= BE CREATIVE

COMPETITION
SOME WON SOME DONT SO WHAT. DONT WORRY NEXT CALL. G= GREET THEM E = ENGAGE IN CONVERSATION T = TELL ABOUT THEM S = SHOW AND SUGGEST A = ASK Q? L = LET THEM BE FOR A MOMMENT E = END THE SALE S = SO LONG (HEAL WITH CARE)

TELEPHONE ETIQUETTES
Follow these suggestions while answering or even ignoring phone calls. Customers will respond better if they are addressed by their title and Surname. Madam and sir sound too formal. Use the customers name through out the conversation. For example: MAY I SPEAK TO MR. SMITH . if you are not able to pronounce the name of the customer correct me if I am wrong, is your name pronounce as .. RAPPORT: One of the most important factors of getting sale is building rapport with customers. Rapport building starts right in the starting of a call. Always greet the customer by saying good morning, good afternoon, good evening according to the time and do ask the customer how are you doing today? Empathy : Empathy is stepping into the customers shoes and understands what the customer is going through. You must emphasize wherever appropriate. For e.g.. When a customer says I am not feeling well today you should reply by saying I am sorry to here that however may I ask what happen statements like I understand your concern or if I had been in your position I would feel the same Hold procedure : Before placing customers on hold please take his/her permission by asking MAY I PLEASE PLACE YOU ON HOLD FOR A MOMMENT also when getting back to a customer please address them by saying thank you for your patience.

dead air : when speaking to a customer there should be no dead air as dead air creates unnecessary doubt in the customers mind. This might end up customer hanging up. The main reason why you have dead air is lack of product knowledge, excellent product knowledge is essential. filers: do not use words like actually , basically, obviously, can, might, but, .these words are nothing but fillers that we use in a sentence. Try making a sentence without these words and you will see that you are still able to complete the sentence. rate of speech : the rate of speech should be moderate for the customer to understand. REMEMBER BY SPEAKING FAST DOES NOT MEAN YOU KNOW GOOD ENGLISH. The rate of speech should match that of the customers. phonetics : when taking any information from a customer, use phonetics which will make you sound more professional and also help you understand what the customer is trying to say. If you are right handed, put your phone on the left side of the desk so you can hold the phone and take notes at the same time. dont feel compelled to answer the phone every time it rings- its okay to let a call go to voice mail if you are working and dont want to be interrupted. let people know , on you answering machine, exactly when you will return their calls dont leave people hanging in voice Mail limbo. When leaving messages with a person, ask the individual to repeat your messages back to make sure he got it right

ask if some one else can help you, rather than leaving a message- you may be taken care of quicker by another person. Respect other peoples time- gather together all the information you need to take care of request before you return a phone call. Learn to use all the functions on the instrument call forwarding, do not disturb, conferencing to be as effective as possible at work.

HOW TO SUCCED IN TELESALES


Cold calling : from the beginning of selling times, we have all been told to go get some new prospects. Cold calls yuk! Who like them? Your boss. Who hate them? You and your prospects. People dont like to be sold, but they love to buy. The key to making cold calls is to approach a prospect as a friend might approach them. Create interest in you, your company, and your product of service. Get to know your prospects as people and they will buy from you. If you telemarket to your prospects, be sure to follow all the same professional ethics, skills, and manners that you would if you were meeting with this contact in person. Remember, these people can not see you; however they hear the smile in your voice, they for you to gain their interest in an ethical manner showing respect for them and their time , they like friendly words, and a tactful approach. If you are a telemarketer, your role is to uphold the same standards as all other professionals within your organization. Put yourself on the other end of the headset and ask yourself, would you buy from you

Adopt the right attitude: Feel successful Act successful And you will be successful Dress for yourself, not the customers Enjoy selling by phone Focus on the customers need not your wants go the extra mile Always use the prospect/clients name Keep records of all calls Keep your promises SIMLE It takes only a second , but can last a lifetime It is the shortest distance between two people It is a little curve that puts ever thing straight Enthusiasm I am sold myself

Have belief in yourself


Have belief in you and your products (enthusiasm I am sold myself) Knowledge breeds confidence Know everything about your products Ask for testimonials or references from satisfied clients- quote from them on your calls Stand up for important calls, (incoming and outbound).

The brain can think 2-3 times faster when you are standing up. You feel more forceful and alert. It can also stop interruptions from other people as they can see you are making an important call.

Never assume Listen to the customer carefully When god created man, he gave us two ears and one mouth, use them in that order! Find out all you can about your customer The more you listen, the more you will sell Avoid interrupting You will pick up buying signals and signs of interest the more you listen.

The more you talk , the more they will walk.People will talk for ages when talking about themselves Use trial closes regularly if you were to buy, what color... if you were to order, when would..

Develop good verbal skills In traditional face to face selling 40%-50 the words we say 30% -40 the way we say them 10-20% non verbal signals.

In telephone selling you cant concentrate on non verbal signals Therefore you are operating 45% less effective You must improve your vocabulary and the way you come across" Remember, clients cant see you .You cant demonstrate a product You cant show them literature They cant see that you are sincere ( be polite and courteous at all times!)

You cant see their reactions You need to present yourself clearly and confidently, get their feedback, know when to ask for the order and when to hang up. Dont shout , dont mumble , dont talk quickly Be sincere Get the prospect to say Yes often in your conversation

Use the positive language I am sure or I am certain or I know" Not maybe perhaps or possibly" Ask questions often to keep control and get feedback. Use closing questions like wouldnt you? Isnt it? And wont you?.

Be prepared Proper Planning Prevents Pathetic Poor performance

Structure The structure of a successful telemarketing campaign has four phases according to most writers and telemarketing professionals. These are the opener the description the close the confirmation

Opening key skill in making sales calls are necessary for success. In your opening sales call: identify yourself and your organization establish purpose of the call gain agreement for you to ask questions develop credibility with the customer this must be done within the first minute

The description the second step in your presentation is to describe what you can do for the customer, it is found that it pays to mention only two four benefits. If you can determine what the customers needs are, you can craft an offer that will meet those needs.

Close Alternative close Assumptive close Direct close

Direct close These questions require Yes or No only Ask a closing question Lead verbally with an answer Listen carefully say nothing, let them speak

Choice close This helps by taking away the choice of whether to proceed or not- would you prefer red or blue would you like it delivered or collected will you be paying cash or visa

Assumptive close Take control of the conversation and close in for the sale Ok I'll email an order form to you just now, if I can have your email address if you give me your ID No.. details, I can dispatch it today to be with you 3-5 days.

The assumptive close You assume agreement, you put yourself in control of the conversation so it is relatively difficult for the customer to say no notice you didnt ask if he would buy the product: you assumed it. Unless he says I do not want to buy The choice close This is the most common type of close and is very effective . what it does is offer the prospect the choice between one thing or another and in being asked to opt for something.

The check back close: If you find the assumptive close too aggressive you can soften it by checking back the buyer to assure him that you are proceeding based upon genuine desire. This is not difficult to do. You can say so I'll process your application. Is that okay? the word okay is a very persuasive word because the buyer is condition to respond positively when they hear it and they can decline if they want to.

The confirmation When the customer agrees to go ahead with you , it is important to confirm the wisdom of his decision and his understanding of what you expect. You should: repeat the plan for him congratulate him on a wise decision. clarify what you will do and what you expect of him. allow him to ask questions. end the conversation on a positive note

. when you pick up the telephone to call a prospect, its better to have a list of the most important points that you want to share with your prospect then to have a script. This allows you to say things in your own words, in your own style, and still get the messages across. Sometimes it helps to select the words you want to use before picking up the telephone: however, using a canned script will urn of a potential prospect immediately as they can tell you are reading it even prospects want to feel that they are special.

When making an outgoing call, you must get the prospects attention by -Using relevant benefits statements - asking pertinent problem related questions Probing, to find out what they want Introducing things they may not have thought of. Summarizing and prioritizing Pre- closing the caller to test for commitment to purchasing.

Features and benefits Feature characteristics, aspects of the product or service The manufacturer puts these into the product/service. Benefit: the value to the customer of the features.

Compass rule for telemarketing SW SOME WILL SW SOME WONT SW SO WHAT SW SHOULDNT WORRY N NEXT CALL Your key to success is PLANNING and preparation.

Types of objection True sometimes known as Genuine Disadvantage Misunderstanding actual or perceived

The psychology of rejection Many telemarketers are scared of the word No If a prospect company has not heard of you, and you never call them, then the answer will always be no However if you call them and get a no you are not worse off, if you call them and get a yes then you are better off Either way you win!

Develop urgency to buy When a prospect avoids making the decision to buy from you, its typically because they have no sense of urgency to buy. Your challenge is to prove to the prospect that buying now is best for them and you must be able to offer support and quality reasons why what will they miss if they wait even one more day? What are the potential opportunities if they go ahead and get started on the program now? why is it important for them to buy now? in other words, what in it for them?

The best thing in life. aren't things! Think of the word sales and you assume someone is selling something like cars, houses, clothes etc. when we think about what we sell and compare that to what we buy we have a different view! What people buy are solutions. We buy a car so we can go places, we buy is a solution to a need, desire, problem, etc. keep this in mind when you make a sales call to sell your product or service. Put yourself in the buyers shops. Sell solutions not things:

Sense of humor Develop a sense of humor and practice being a fun person to be with.