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10 Tips for Telephone Success
The telephone is an often under-appreciated and much maligned piece of office equipment. Have you stopped to consider how much business you conduct over the telephone? These 10 tips will help you improve your telephone presence and presentations. 1. You are the "Manager of First Impressions" for your business. Whenever you pick up the telephone, put a smile on your face first. It will enhance your vocal quality and you will sound pleasant and relaxed. 2. Listen attentively to the person you are speaking with. Recall why your dog is such a good listener: listen actively and in the moment. Multi-tasking is the enemy of effective listening. 3. Let other people talk! Make sure your caller has completely finished speaking before responding. Remember: sometimes they aren't done talking; they are just coming up for air. 4. Use open-ended questions to get people to speak more freely. You should always talk less than the person you have called. It makes others feel more comfortable, particularly if you are asking them to make a decision. The more they talk, the easier it is for them to "buy into" what you are proposing. 5. To create affinity with your callers, speed up or slow down your speaking voice to better match theirs. They won't realize why they feel comfortable, they just will. 6. Use your words for best results. Keep in mind you can phrase anything positively, negatively or neutrally. Phrasing your words positively will help you get better results more easily. 7. Voice mail can be your friend. Avoid leaving voice mail messages but if you must, think of it as a 30 second commercial on a highly rated radio program. You have the opportunity to get your message into the "ears" of your most desired audience. Your message should reflect this. 8. Plan your telephone presentations in advance. Think out all the various scenarios you might be faced with and write it out. This is called pre-call planning. 9. Tape yourself for self-improvement. Listen to yourself carefully and decide what areas you want to improve. 10. Make an action plan. Focus on only one area at a time. When you feel comfortable, move to your next area and repeat. We use the telephone as our primary form of personal communication. People who are good with this medium increase their opportunities for success. Jo Ann Kirby is president of KRG Communications Group. She has 20 years experience in sales, telephone sales and sales management and an extensive background in training and development. Her background also includes extensive b2b telesales management experience. Jo Ann has been published in The Toastmaster, NAPPS Network and Commerce magazines. More can be found at http://www.krgcommunications.com
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Careers and Employment 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. How To Know Youre On A Winner The catchword today for business is flexibility. Telemarketers May Have Ruined Everything I had to really look at things a little different when I started calling people. Now I am not a telemarketer. I call people only when they request it. The Dos and Donts of Cold Calling Having your fingernails removed! 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." 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! No More Cold-Calling? Well, Almost... We do not advocate cold calling in High Probability Selling. However, cold calling is necessary at times. 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. 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. 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: How to Make Sales with Noisy Kids in the House Kids play hard, and sometimes that means they play really loud in the midst of exploring their worlds and role playing with siblings and friends. 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. Control Your Sales Calls From The Start Sales calls that you control are what all salespeople want. I am a big believer that questioning is the most important skill for sales professionals. In order to stay in control of your sales calls, whether by phone or in person, you need to be the one asking questions most of the time. 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. 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. Telephone Sales Basics for Start-ups Everyone picks up the telephone to do business. Yet the word "telemarketing" has many negative connotations for people. However, telemarketing is merely a term for conducting business over the telephone. Whenever you pick up the phone at work to make or receive a call you are "a telemarketer". Over the years telemarketing has evolved into the following applications: 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. 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. What Level Of Telephone Sales And Customer Service Do You Provide? Using the telephone as an effective sales and customer service tool begins before you ever pick up the receiver to answer the telephone or make an appointment or sales call. When you reach for a ringing telephone, you need to put a smile on our faces and then greet people with the same enthusiasm you'd show them in-person. People can hear a smile, can't they? You also need to have music in your voices and an attitude that conveys to a caller that he or she is your top priority. The impression you create on the telephone can help you stand out from other organization If you don't stand out, you lose your competitive edge. 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.
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