21 Telemarketing Training and Telesales Tips Day-5 Page-2
Telemarketing training or telesales, phone sales or phone prospecting is probably the most feared profession or practice in the sales industry.
But if you have the right personality to have fun and can handle a little rejection you can be very successful.
In this Sales Cross-Training telesales class we will be using the water filter industry as our vertical sales best practice example.
They have developed a phone sales training system that converts over 30% of their cold calls to appointments.
We will go through each part of the process from preparing and script writing to the initial phone call all the way to the close. Now, lets take a look at the telesales success method.
Understanding Telesales Tools and Best Practices
1. It has been proven that 70% of communication between people is non-verbal. This limits you to the tools of 'voice and brain' to make the sale or appointment. Let’s start with a general attitude that is necessary to make the calls.
2. Staying positive when cold calling a prerequisite for telemarketing training and telesales. The most successful sales phone scripts are influenced by a positive attitude. When people hear fear, anger or just plain boredom they react with objections. On the other hand, it’s hard to shut down an enthusiastic positive telemarketer.
3. Understanding the numbers game will also help you to stay positive. If your average is 1 successful call out of 20, then you can view the no’s as weeds you must pull to get to the flowers. Each no is one step closer to the yes. Stay focused on the yeses and forget the no’s.
4. The first 20 seconds are critical to establish enough interest to continue the call. If you don’t hook the potential client early in the call they will react with objections.
The Telemarketing Training and Phone Sales Process
5. Successful telemarketing training teaches to identify, get attention, interest, engage, create desire, then conviction.
6. First is to identify. Introduce yourself and company and don’t take a breath before your next sentence.
7. Then you must get attention and interest. A successful way to do this is to use an informative statement that combines attention and interest. The telemarketing training examples are:
“Our Company is conducting water testing in your area this month and I'm calling to schedule a convenient time for this 5-minute test to see if your water results are similar to the other homes tested in your area."
8. The next step is to openly engage the customer with informative information and asking some questions blending in a trial close or two. The telemarketing training example is:
Client says "Is the water safe to drink?"
Phone salesperson says "It has tested within safe limits, but many contaminants were found. (Trial Close) If you would like, I will send out our free report on our findings about contaminants found in your area so far. We will also test your water supply to see how it compares."
9. Build the desire to a point where conviction is received. The telemarketing training example is:
Telemarketing training script says "On Tuesday and Wednesday afternoon our rep. will be testing on your street between 5 and 6 PM. We wanted you to know if you hear a knock at your door that it’s not a salesman, it’s just us."
10. You see, they have positioned themselves more as a consultant than a solicitor. Then the OK flows easily with their conviction for the sales call. This telemarketing training sale ‘best practice’ worked on me. I bought a system for the entire house.
Telemarketing Training Phone Script
11. When developing a telesales script you want to keep several things in mind. You have to engage the prospect, you have to ask them questions to get them to talk and it must not sound like it’s being read. The best phone scripts are not read, but are more like Q cards, than scripts.
12. Having simple successes built in on the call is another telemarketing training tip used by the pros to maintain confidence and a positive attitude. Getting permission to drop off a brochure, getting a referral, getting permission to send literature to set up a future call. If you stage these little successes, even if you don’t get the appointment or sale, you will have something for your ego to get you through to the next win.
13. Ask for help to get started. When you ask someone to help you, it takes down a lot of barriers and objections. People like to help others, if they don’t, you wouldn’t get far with them anyway. So build in the help question to test them out in your script. If they will, they will listen to your offer. Here’s a telesales example:
Hello, Mr. Rite, I wonder if you could help me? I’m calling to speak to Mr. The Boss and so on
Using the help me isn’t a cure-all, however, it will get you further into the script!
14. Never build in leaving a message in you script. Telemarketing is best done live. Sometimes it’s easier to leave that message than to keep trying over and over to get them. Wait…. wait for it. Continue the telesales calls until you get Mr. Rite.
Creating the Interest
15. This would be the sentence right after you got Mr. Rite. It must be something that’s not the common telemarketers talk; if I can show you how to salve money, if we can show you and so on. NO. The opening sentence must be one that develops interest, and something that will get you to the next sentence, like;
Mr. Rite, I noticed that you’re on the old calling plan and we wanted to inform you of the cost savings benefits of the new plan. It might save you a small bundle.
16. After you have peeked their interest, than have the meat to follow up with just enough info to make their interest peek, enough interest for them to ask a question. That’s right, if you get them to ask a question, you have made your first success in the phone sales process.
Engage Them Using Questions
17. When you get the question follow up with a question. Say what? Yes, follow up with a question. Do not ignore a direct question, but ask one directly related to their question. The more you can get them to talk soon in the call, the more success you will have in your calls. Here’s a telesales example;
Mr. Rite, So, how much does this new program cost?
Telesales Pro, That’s the very reason I’m calling. Before we can determine your exact savings I need to ask just a couple of questions, do you…..and so on.
Continuing the script by asking needs questions begins developing rapport and when you engage the suspect with questions they quickly turn into prospects.
18. Ask questions that will make them see what you can offer. Never ask for their pain, deliver it to them on a platter. For example: never ask is your current vendor able to always deliver when promised?
Instead, ask: what happens when you don’t get your supplies on time? See, by asking the pain question like this you are letting him tell you the pain. It’s so much better this way. They feel it by saying it, not by you telling them.
19. Allow the client to talk. Use questions, but allow the client to talk. This, by far, is the one thing that starts the get rid of the telemarketer process. Learn when to listen. Let them sell themselves. People like, no, love to talk, so let them.
20. Take the time to analyze the script and develop answers to all questions. Whatever the client says, be prepared for it. There should be no surprises.
21. Close when the time is right. If your objective is to get an appointment, then ask for it. Be straightforward with them. Most decision makers will appreciate this from you. If you have developed interest, engaged them with questions, allowed them to talk, then you have the right to ask for the appointment. Go get em!
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