Telemarketing can be very difficult, as agents may fear being turned away, while potential customers become weary of annoying calls. However, aggressiveness should not be the prerequisite for successful telemarketing. When agents are sufficiently prepared, honest, and adopt a conversational approach, even skeptical customers can turn into loyal customers. Here are six golden rules that determine telemarketing success that all sales agents should follow.
Be natural and calm
The best way to get the attention of potential customers is to talk to them calmly. Officers should begin each call with a friendly introduction spoken in a relaxed voice. While scripts are essential to the sales pitch, it is actually best to improvise the contact with the customer so that it doesn’t feel like they’re following a script, and instead reflects a natural image. When agents seem genuinely interested, potential customers will listen to them with similar interest.
Agents need to be prepared to deal with all of the different situations that can arise during a call. What if you can’t get in touch with your potential client, and can only speak to the receptionist? What if the person wants to hang up right away? Careful planning is essential, and requires the preparation of a solid call script that includes all the answers to the questions that can be asked. Before making any calls, also make sure that the target audience has been correctly identified first.
Ask the right questions
An effective way to engage your prospects is to ask thoughtful questions. You can ask them, for example, what are the strengths or weaknesses of the products and services they use, or what their biggest challenge is right now. Asking questions turns every call into a conversation rather than a potentially aggressive or boring monologue. In addition, such exchanges can lead to opportunities to showcase your products or services, and lead to in-depth discussions and even sales.
Be completely honest
Potential customers will only trust your brand if your claims are perfectly honest. It is absolutely essential to use clear and truthful language, for example explaining prices in transparent terms, or refraining from concealing additional costs or relying on non-existent supports. Be sure to describe products and services exactly as they are in order to avoid confusion and gain the trust of your potential customers.
Because it is inevitable that you will be turned down in telemarketing, a persevering attitude is essential. The key is to stay focused on overall goals and have a proven strategy for dealing with tough situations. For example, if you are faced with a secretary roadblock, you can ask to call back later or solicit more information about other decision makers who may be contacted in the company. The same is true when potential customers show no interest. Find out if they would be willing to be called back at another time, and if they don’t, stay focused on pursuing your overall goals and finding customers with the most potential.
Review telemarketing strategies
Finally, it’s always good to take a step back from your work and think about what improvements can be made. For example, CRM data can be used to review information about prospects, such as their interest in specific products, or even the pronunciation of a person’s name. With agents and supervisors, it can be helpful to discuss difficulties that commonly occur on calls, and to collaborate in improving scripts and practices. Employing frequent peer reviews will keep you focused on your goals, and provide the support and confidence you need to progress. Success in telemarketing shouldn’t be seen as a daunting task. Thanks to adequate preparation, with constant attention and a willingness to learn from mistakes, sales agents can turn potential customers into satisfied customers. To offer the best in customer service, discover Vocal-com, a world leader in cloud-based contact center software solutions, and a premium multichannel customer interaction platform for a successful customer experience.