Some people are naturally skilled salespeople, while others must practice for hours and hours to become good sellers. And some will never acquire the skills. If you get off to a good start, the chance of success is significantly higher.
It is your first day at work in a call center, and you are preparing yourself for your first calls. If you are new in business, you will probably have butterflies in your stomach.
Perhaps you are uncertain about presenting yourself to the potential customers who will pick up the phone. How do you approach the prospects in the best way possible to become a top salesperson? And what if the prospect says “no”? Are you ready to answer all questions that could potentially come up?
How do you overcome butterflies and reach the sale you are longing for?
The short answer is: Firstly, be well prepared before you make your first call. Secondly, practice!
It can be quite a struggle to handle objections, and it’s also demotivating to continually receive ”no’s”. Therefore, it will help you a lot to have the right approach right from the start.
If you're new to the call center business, you can benefit from reading our guide with all you need to know about call center software and how it can help your business.
Continue reading, and you will figure out how to tackle telemarketing step by step.
So how do you prepare yourself the best way possible?
Before you start calling, a good script to follow during the conversation will come in handy. The script must contain at least:
It is a good idea to memorize the script as much as possible to be more self-confident during the call and have a more fluent conversation.
First impressions matter. The introduction is a relatively critical step in the sales process. It is where the prospect gets their firsthand impression of you and the apparent opportunity to make them feel comfortable and build trust.
It might not sound easy, but an introduction is far more straightforward than you would expect. All you need to do is mention your name and the company you work for:
"My name is X, and I am calling from Y."
The next step is not to say hello, good morning, or similar phrases. You want to stay inside the customer's comfort zone during the introduction, so you need to let the customer be the first to say this.
For example, if the customer says hello, you respond with a hello back. Let them come to you instead of being too forward in the conversation.
Additionally, your tone of voice is vital in your introduction, and it is solely your responsibility that the customer understands and hears you loud and clear.
Nothing is worse than customers who, far into a conversation, ask where you are calling from. It creates confusion and may as well cost you the sale.
It is advisable to have a relaxed approach until you get to know the customer. Some salespeople tend to try too hard and put their customers under pressure. Again, please stay within the customer's comfort zone and take it from there.
The second step is approaching your customer with a reliable and intriguing appetizer. It is the perfect opportunity to grab your customer’s attention and get them interested in talking to you.
Don't try to sell your product just yet but try to make the prospect curious. No one can sell a product in 30 seconds, and those who try usually fall short.
Instead, it would help if you met them where they are. Once the prospect is relaxed and comfortable, you can start talking, following their dynamic.
An excellent way to start an appetizer is:
"I am calling you because ..." or "I am calling regarding ..."
After your appealing appetizer, you should go straight to step 3.
The third step is to ask questions to get the customer to interact with you and include them in the conversation.
No one finds a monologue remarkably interesting – but by turning the conversation into a dialogue, you can tune into the person you are talking with and build a relationship. It also becomes much easier to uncover the prospect’s needs, and as a result, you open up the opportunity to move the prospect closer to a sale.
Therefore: A good telemarketer asks questions and listens! Let the prospect do the talking; when appropriate, you should swoop in.
In telemarketing, you are often met with objections and excuses repeatedly. Consequently, you must learn how to handle thousands of customers saying ”no”.
One way to do this is to list examples of handling objections. By doing this, you'll make sure to have a counter-response in case of a potential objection. Remember that objections are unavoidable in the telemarketing business and are not just happening to you!
For example, if the customer says, “I don't have time to talk to you”, you respond with “It doesn't take long”, and then you keep talking to try and keep the conversation going.
You can handle objections before, during, and after they occur, but the most natural approach is to handle them during the conversation as a newbie. The more experience you get, the better you become at handling them before or after.
Learn more on how to handle objections in sales efficiently.
There are numerous variations of closing techniques when selling over the phone. Sooner or later, you will learn that some work better than others – at least for you.
Choosing the right closing technique depends on the product and the offer, especially which kind of person you are talking to.
Ensure you know several different closing techniques before you start calling. That will serve you well in the long run.
Closing might be the most critical point in any sales situation, and that’s perhaps why it’s also the most challenging part of any sales conversation. Even experienced salespeople can find it transgressive to close, so don’t despair when you fail to close.
It’s okay not knowing the answer to everything. If you stumble upon something you don’t know the answer to, there's no shame in saying:
"I'll figure it out and get back to you."
Instead of saying something untrue to the customer, take a few more minutes and find the correct answer. Being honest not only solves any legal issues you might face when misinforming the prospect. It also decreases the risk of them churning later in the sales process.
Most callers are anxious when they start making calls. Don’t worry if you are one of them – it’s natural to feel that way. By accepting this, you will get a more relaxed kickoff to telemarketing by not blaming yourself when making mistakes.
Usually, it takes some time before you start to sell, and when you