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Why are some telesales
representatives so much more
effective than others? What do
they do differently, and how do
they do it? Some people who
telemarket are extensively
trained, while others receive
very little training. Even those
who are trained may or may not
be effective, depending on how
well trained they are, and
whether they follow some basic
telesales techniques. Certain
individuals also possess a more
personality. Factors such as
friendliness, tone of voice,
clarity, listening skills,
patience, and the ability to
persevere are essential skills
for the effective telesales
requires the "never give up"
mindset, and an understanding
that every "no" brings you
closer to a "yes." Telesales is
truly a numbers game, and each
caller develops a closing ratio,
which is how many calls he needs
to make to close a sale.
Have you ever gotten a telesales call when you thought that telesales representative was good, professional and skilled, while the usual telesales representative shows little or none of that skill and ability? Having developed telesales programs for several companies and several products and/ or services, I have developed a keen sense of what is and what is not effective. The following are some of the basics of telesales that should be followed if one wants to optimize results:
(1) Extensively train telesales representatives. Provide the telesales representative with all tools necessary to do his job! Telesales representatives need to be constantly encouraged.
(2) Provide telesales representatives with well designed, well worded, well thought out scripts.
(3) Prepare a telesales representative to answer any and all objections.
(4) Teach/ learn the telesales representative how to effectively use the "Five Steps" approach to answering objections that I have written about in a previous article
(5) Anticipate the objections and questions most likely to get. Provide scripts for each objection.
(6) Teach/ learn a telesales representative how to use "May I make a suggestion?"
(7) Play act and role play prior to the first call being made. Repeat this role playing on a regular basis. Don't let any calls be made until a telesales professional listens to the new telesales representative, and is satisfied.
(8) Provide a mirror to put in front of each phone station, to demonstrate the importance of smiling.
(9) Make sure the telesales representative knows whatever technical knowledge is necessary to be familiar and comfortable explain the product/ service.
(10) Teach/ learn how to close a sale.
(11) Teach/ learn the concept of "ztl" (zip the lip).
Telesales does not have to be difficult or unpleasant if a telesales representative is properly prepared and trained. A skilled telesales representative often finds telesales fun and exciting. Since telesales representatives are generally paid based on their results, it is in their best interest to be the best they can be. For a company using telesales, there is little point if the telesales representatives do not optimize results.
Therefore, it is a "win-win" situation for telesales representatives to be as skilled and professional as possible. Following these simple guidelines is an effective and productive first step.
Source: Richard Brody link