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| Sales Telemarketing Information |
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Telsales Just Got Easier!
Your sales structure for outbound calls can be summarised using the well know acronym AIDA (Attention, Interest, Desire, Action) we will explore at a high level what should be happening during a telemarketing call. Open The Call Then Set Your Agenda The opening minutes of any sales call are vital. You must remember that rapport is built immediately so how you sound is important. Everyone makes decisions about who they are talking to in seconds. This is why it is so important to sound great as we are immediately graded and however we do will be the starting point of the relationship. We are now at the beginning of the process of building rapport and developing what we hope will be a long term, profitable relationship so sound fantastic. When we meet someone for the first time we typically shake hands, smile and then swap business cards. On a call we also have some definable stages that can be measured and optimised. The opening part of the call is where we ask low risk questions which may, or may not concern their business. We might have a common interest, or even know the same group of people. Working on the phone is not really so different but in many ways is harder as we have no visual clues and can only 'hear' how the prospect is reacting. This is where you learn that, different approaches to different people will get different results. During the opening stage of your telemarketing campaign should keep to a realistic timescale with clear definable objectives. Understand early on that no rapport means no sales regardless of how good your product or service is. The real purpose is to introduce yourself to your prospects establish rapport before moving into the business part of the call. Another tip is to avoid being too familiar with your prospect - it rarely works even if you know them! Asking low risk questions is easier than going for a bulls eye in less than 30 seconds! Be friendly, but not over familiar. We cannot get along with everyone but we can be professional regardless of who they are. The next stage is to set your agenda in your opening statement (prepared earlier please). The purpose of the agenda is to put you in control and establish how the telemarketing sales call will be structured. It also gives you the right to ask questions. Ask Great Questions Selling is about identifying and then solving problems. The next stage therefore is to ask questions in order to find and explore customer problems. It usually relates to one or some of the following areas that need exploring including, contact, organisation, current supplier, challenges, needs, decision making process, competition and finance. We ask questions at this stage for two main reasons. Firstly to gather facts and secondly to identify attitudes, problems and needs. Essentially we are taking a temperature check. One important factor here is how we structure our questions and the quality of the questions we ask. Open questions (starting with how, what, where, when, why) encourage the customer to talk and closed questions (those that can only be answered with a yes/no) give us specific information. The sequence of our questions can be very important, especially when a customer is only willing to divulge a little information. We need to listen out for buying signals and ask follow-up questions at the appropriate time. One of the key issues is being able to ask questions, then listening to the answer without interrupting. (Interrupting and speaking over someone will not win you any friends!) This is common sales behaviour and customers find it most irritating sometimes worse. Also, while we are talking we are cutting off the supply of free information coming from the prospect. Identify Needs The process of asking questions will clarify the customer's and give you a clear idea of whether a feature or features of your product could solve those problems and satisfy the customers' needs. Usually, we see the need for our products and or services before our customers do. They see problems rather than needs and there could be a range of potential solutions. When people buy they also have a number of buying criteria. This usually means there are a limited number of reasons to buy that are of greatest interest to them. People don't buy for lots of reasons. They have their own buying criteria, which we will need to establish. Also, it has been shown that people buy on only two levels; Logic and Emotion. Their logical buying behaviour wants to know if the solution they are choosing is technically correct. Their emotional buying behaviour is asking for reassurance that their decision is a good one and they are not making a mistake. Present the Solution Having clarified the customer's problems and identified needs, present the Features, Advantages and Benefits of your own product in such a way that the solution matches the needs of the customer. An important issue here is timing. We cannot present effectively if we haven't identified their main buying criteria. When we present we must also be aware that we are not just listing a series of features. We must match the feature that solves the problem turning features into benefits. The most common mistakes made by salespeople is to present too much information too early in the sales process. We need to look at the problem from the buyers' perspective. Think about it and ask yourself this question 'If I was in their position, how much information would I need and when would I need it?' Gain Commitment Using A Trial Close Having presented a solution that meets the customer's needs the next phase is to gain commitment, to go ahead or else for some future action that will move you nearer towards the sale being made. You will usually meet with objections at various stages of the sales process and techniques will be developed for dealing with objections later in the programme. One of the problems with asking for commitment is that we sometimes lack confidence and fear rejection. It is important that we keep control of the sales process and maintain responsibility for moving to the next stage of the process and taking the customer with us. A trial close will flush out any last minute objection. Once you are satisfied that there are no additional objections you can present your solution. Your Final Step Once you have presented your final solution you can then close the sale (or move to the next stage). Remember if you break down complex sales into manageable chunks you will be able to move forward far quicker. Gaining commitment for a meeting, a trial or whatever your objective is means that you have created a logical structure and you have achieved your call objectives. With practice everything becomes so much easier. But then if telemarketing was so easy everyone would be a runaway success you know just how hard it is and the fact that you may make it look easy is a real skill! © The Sales Academy 2005. You may include this article in your ezine or on your website or distribute it to others, provided you include the copyright statement and the bio information tag line found at the end of this article. Mike Palman, is an International Master Sales Coach and author. Mike helps people and businesses do more, do it better and get the results that they want. Mike had a successful career in sales and sales management for over 25 years and now helps salespeople and organisations get the sales edge. Since starting The Sales Academy in 2000 Mike and his team have helped 1000's of sales people and companies globally achieve outstanding results. For more information about Mike and The Sales Academy visit http://www.thesalesacademy.com
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Careers and Employment Sales Therapy 101: Breaking Your Fear of Cold Calling Almost every day, visitors to my Unlock The Game? website click on my live instant-messenger chat button, which invites them to "Ask Ari a selling question." Predictive Dialers - Human Interaction Maximized Predictive dialers are many steps removed from their predessors, the automatic dialers of the past. Whereas automatic dialing allowed callcenter agencies to dial numbers quickly and efficiently, predictive dialing also processes and makes use of a whole range of information, linking callers to live voices every single time. In fact, with predictive dialing, agents' 'talk time' has increased from an average of twenty minutes per hour to fifty minutes per hour. This is a fabulous rate of improvement - instead of wasting more than half of their time on listening to busy signals and answering machine messages, agents now spend the majority of their time engaged in producting interaction. The dialer also manages the line to agent ratio by pacing the call rate at the desired level. In this way, quotas are met, and agents are neither idle nor overwhelmed. In other words, because the hardware and software does its job, agents are able to spend much more time doing theirs. And of course, increased contact time means that the center's goals are reached much more quickly. Overcoming Objections Over the Telephone In sales, one of the things you will be doing a lot of, is making phone calls. You can't escape it. It just comes with the territory. Conference Calling Evolved Originally the conference call was limited to businesses paying exorbitant fees to the telcos. For business, it still made sense economically because the costs were less than the travel costs involved in bringing the people together. Additionally, significant time savings are involved, both in terms of travel time and in being able to communicate fairly rapidly to an extended group. Telemarketing Tips for Direct Sales Success Unfortunately, the DNC legislation has many small businesses that use telemarketers a bit concerned about their choice of direct sales tactic. However, there are still many ways to have your message get into the right people's hands without annoying them. And the fact of the matter is, telemarketing, as a direct sales tactic, works. Here are some tips and ideas to get your sales flowing and customers thrilled that you called them: Get Instant Rapport On Sales Cold Calls Immediately establish rapport on cold-calls by matching your prospect's voice qualities - tone, pace, and emotion. Matching the emotion, or mood, of your prospect is key. If you begin your call sounding excited when she is not, you will be immediately branded as a salesperson, and the prospect's guard will be way up. No More Cold-Calling? Well, Almost... We do not advocate cold calling in High Probability Selling. However, cold calling is necessary at times. 7 Ways to Jump Start Your Cold Calls Cold calling has to be one of the most feared aspects of every sales person's and business owner's day. With some important key tips, you can make cold calling painless and enjoyable and as easy as calling a friend. Generating Leads Through Telemarketing Telemarketing is one of the most common ways that a business can generate leads. It is a versatile approach. Lead generation telemarketing can be inbound or outbound, meaning that systems use prerecorded messages and can dial either random numbers or numbers from an imported list. This is a Sales Call: How to Begin Prospecting Calls with Integrity "Hello. I'm looking for Sharon Morgen?" "Sharon DREW Morgen." "What? Sharon Morgen?" "No. Sharon DREW" "Um. Hello. Are you Mrs. Drew?" "Ms. Morgen. That's me. Is this a sales call?" "Um. Hello. No. I'm with XYZ bank and I'm giving you a service call." "Regarding what? I don't do business with you. And you are not supposed to be making a telemarketing call on me. So what type of service are you offering for free?" "Well, it's not for free. But we thought you'd like to know about our new banking services." "Ah. So it IS a sales call." "We're not allowed to say that." How To Be A Cold Calling Superstar! Our emotions and feelings are changing all of the time based on our interpretation of events. Does this mean that even a sales superstar feels bad if they lose a big deal? Of course they do. They wouldn't be human if they did not. It's natural for your feelings to fluctuate as you go about your business. Proven Two Minutes Magic Exercise to Conquer the Fear of Phone I got a confession to make! The little communication device used to scare me to death! Closing That Big Sale With Conference Calling So you are in business. Whether it is micro, small, medium, or enterprise; you know the one key element you need to succeed in your business sales. 7 Cold Calling Secrets Even The Sales Gurus Dont Know More and more e-mails are arriving in my in-box from people who hate cold calling. Here's what they're saying: Choosing a Phone Dialer that Works If you own or operate an outbound call center, you've probably heard quite a bit about various phone dialer systems. In fact, it's likely you are using one of the many systems currently on the market. While your current phone dialer may be adequate for your business needs today, you'll probably grow out of it shortly. Even if you are not anticipating high levels of growth in the near future, just staying competitive in the call center business means having the latest technology. High Phone Bills Can Affect More Than Your Expenses I got a phone call today from a gentleman in Arizona. He wanted to talk to me about a report I downloaded from him about network marketing. I wasn't interested in network marketing, and I told him that. Cold Calling Does Not Generate Sales Leads It is a fact of life for most new sales people; they get the dream sales job with unlimited earning potential and expect to earn so much money that they can now enjoy the fruits of their coming wealth. Everything seems perfect until they realize that before closing a sale and earning the big commission, they must first prospect for new customers (read, cold calls). Cold calling is hard to do. People hate to make cold calls and people hate being on the receiving end of them as well. Feel the Fear It sometimes surprises people when I tell them I get slightly nervous before a speaking or training event. They seem to think that because I've been doing it for years, nervousness would no longer be an issue. Telsales Just Got Easier! Your sales structure for outbound calls can be summarised using the well know acronym AIDA (Attention, Interest, Desire, Action) we will explore at a high level what should be happening during a telemarketing call. Phone Tips To Get Things Done: Professional Phone Skills It happens all the time, you hear someone over the telephone and you make a generalization about the person you are speaking with. It may not be fair and it is akin to judging a book by its cover, but it's true nevertheless.
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