I have worked in telesales and
customer service for over four
years. My career was then
flourishing before I decided to
quit and focus more on my
writing. I began in the
telesales industry from the
bottom of the ladder as an
agent, then was a supervisor,
then was a trainer and reached
the peak of my telephone
services career to be an
operations manager. It was fun
then.
I am writing this article to
provide more information to
people who are currently in the
telesales job or people who are
planning to start a career in
telesales.
Telesales, like other jobs
require patience, however, in
this one you need a huge one.
There were moments when you want
to just scream out loud and tell
the world, "I don't deserve
this!" But really the people you
encounter on the telephone are
also human beings and they can
be classified into groups and
each group you can handle quite
good if you follow the
techniques on how to.
Rude Customers - Whether you are
working inbound or outbound
telesales. You will encounter
these people A LOT.
Inbound-wise, these are the
people who seems to be itching
to get out as quickly as
possible and then will begin
curses and treat you like an
idiot. Of course we all know we
are no idiots, and so are they.
However, these people wants fast
service and you should learn how
to provide that in time. When
people begin to curse you or
call you names you wish they
would never say and is just
deflating your self-esteem,
simply take a deep breath and
never curse back or mention
things that can ignite the fire.
Remember, the more sales you
close the more money goes in
your pocket. Use the money or
salary to motivate you should
you encounter very rude
customers.
Always Cannot Hear You Well
Customers - Remember that
communication is two way, do not
assume that all you say to your
customers are comprehended 100
percent since this is a
telephone conversation. More
often, customers might be in
front of their computers or
watching something in the
television or the worse, doing
something which requires their
attention. These customers are
often those who seem to not hear
you well.
If the telephone line are clear
and you know they are not of old
age. Please do not assume they
have hearing problems. Maybe
these people are just busy.
However, it is also evident that
if you ask them if they are
busy, they will always say yes.
Of course! It is 2010 even a 10
month old baby can be busy now.
If people begin to ask you to
repeat things just do so,
repetition is not bad as long as
they are the one asking you to
do so. But when you repeat
something, try rephrasing the
sentence to ensure they can
comprehend what you are saying
the next time you say it. Again,
they are not deaf, they are just
not focused with you 100
percent.
Not interested - these are firm
in their belief that anything
you offer them on the phone they
are not interested in. More
often, you will recognise this
type of people if they mentioned
they are not interested over 2
times. Even you rebut and offer
more discounts or perks to catch
their attention, they are just
not interested.
My advice is to never spend too
much tie convincing them, this
is like trying to turn metal
into air. Simply give your
courtesy close and thank them
and move on to the next call. I
have encountered many agents in
my trainings before who gets
discouraged by these type of
people, but really they are a
lot out there. Even if your
delivery of the product scripts
is perfect and persuasive, it is
just near to impossible to
convince them. Do not be
discouraged, rather accept the
fact that they exist and be
positive that there are those
who are very interested also.
Source: Pat
Bagano
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