Strategies and Methodologies in TElemarketing
Strategies and Methodologies in TElemarketing
Strategies and Methodologies in TElemarketing
Presented by:
Rechel Soriano
for Japanese Telemarketing Representatives
ITS CALLED
Work S.M.A.R.T.
S et reachable goals M anage your time
A void interruptions
R ecord your activity T rack your progress
The hardest thing about telemarketing is overcoming call reluctance. If you schedule your telemarketing time like a valuable appointment it becomes much easier.
The Gatekeeper.
The influencer.
The Decision Maker
Key to Telemarketing
Be prepared and brief. Set short term goals. Give as little information as possible. Dont be defensive. Use reference selling. Give the purpose for your call. Speak 1/3 slower than normal speech. Smile.
The GATEKEEPER
(Otherwise known as the receptionist)
Their job is to find Give them what they out: want: - Who you are - Who you represent - if what you want is important enough to give you what YOU want. ] - State your name - State your company - Tell her what you want
Gatekeeper Script
Hello, my name is (___________) Im with (__________). The purpose of my call is to offer exciting promotions for our valued customers. Give me 2 minutes of your time and Ill discuss it. Are you available now? Ill call you back in ten minutes? What about an hour?
The Influencer
(Masquerading as the Decision Maker)
Influencers Script
Hello, my name is (_______)
The purpose of my call is to follow up my appointment with Mr.________regarding _________. IS THAT YOU? (wait for response) Id like the opportunity to introduce myself, my company, our products and services in hopes of being able to _________for your future needs. Are mornings or afternoons usually better for you?
Handling Objections
Tips: Steps:
Be relaxed, objections Pause after the are natural objection Dont be defensive Listen carefully Work on a positive attitude Ask questions Smile! Get clarification
Im not interested
We have no needs right now
Im not interested
I understand how you feel, I wouldnt expect you to be not interested in something you knew that could give you everything we could offer to our valuable customers like you What exactly arent you interested in? You owe it to yourself to see what we have to offer.
With the dawning of a new drug evolutions, advances in productivity and offering distinct advantages from different online pharmacy alone are worth investing 5minutes of your time to see what we can offer you.
I can hold while you check. Im sure you get hundreds of calls just like mine Im just trying to earn the right to your future romantic life.
A sale is the act of selling a product or service in return for money or other compensation
Marketing Methodology
Benchmarking
Benchmarking is a methodology used to evaluate the sales effectiveness of an organization. A comprehensive survey of 6,800 frontline sales people was conducted in the past [3] which identified that a well defined organizational sales process is the key driver for sales performance.
The benchmark study also identified 5 distinctive groups of people existing in every organization:
True believers - Has great adherence towards the sales process and believes its enabling powers Compliants - Follows the sales process but do not believe it as enabling Mavericks - Recognizes that a well defined sales process exists, but choose to follow their own processes Self Reliants - Does not know that a defined sales process exists and needs to work it out themselves Clueless - The remaining group who confesses that they do not know of any sales process and do not believe it as enabling.
Summary Q&A
. Letting them know, and even referring them elsewhere, still accomplishes what should be your ultimate objective: helping the prospect/customer get what they want and need. It shines a spotlight on your credibility, and these situations have an uncanny way of mysteriously reappearing . . . perhaps when the prospect does have something you can help them with. Don't leave it to chance though. Plant a seed.
4. Negotiating Ideas
Label your communication. Meaning, preface your statement with what you plan to do. For example, "Here's a very important point to consider if your not using that pill anymore I have a new product that I believe you will absolutely like, what if I told you . . . Ask questions to which you already know the answers. People typically share more information with someone who apparently knows less than they do.
5. Vintage Ideas
Here is an example:
You will be absolutely delighted when you receive this pills . . ."(Reinforces their decision to buy.)"When you used it , you'll be thanking me . . ." (Ditto.) "This new product is like a miracle . . ." (What an image!) "How many times do you think you could use . . . ?"
Another benefit of using first and last name is that it eliminates the inevitable question, "And your last name is . . .?" On calls where there's an existing relationship, last names aren't necessary. You be the judge of how strong the familiarity is.
9. When to Call?
Have a specified field set aside in your computer, or a consistent spot in your notes for "Best Times to Call." If you call the same people on a routine basis, knowing when you have a better chance of reaching them can save you a lot of time, time you can reemploy making sales.
10. Hang It Up
The most successful sales reps have prompts hanging all around them. These are opening statements, specific questions, check lists, persuasive descriptive statements, and other timetested phrases that get results. The reps don't use the visual aids as a crutch, but rather as an additional sales tool they can access when needed.
"Let's talk about that. To what are you comparing our price?" "What criteria are you using when evaluating the value compared to the price?" And that's only the start. Continue with the questioning. Only then are you able to address what's really on their mind.
The purchasers already know what youre selling but sometimes they needed some artistic touch in setting up their minds to make them buy your product.
Focus Is the most important part of this!