Why are some telemarketers 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 telemarketing techniques. Certain individuals also possess a more
"telemarketing friendly" personality. Factors such as friendliness, tone
of voice, clarity, listening skills, patience, and the ability to
persevere are essential skills for the effective telemarketer.
Effectiveness requires the "never give up" mindset, and an understanding
that every "no" brings you closer to a "yes." Telemarketing 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. Many of us have a certain degree of fear towards, and this creates a persistent tendency to resist getting involved in telemarketing. Nearly every individual would probably benefit, if he were more comfortable with this process and activity.
Have you ever gotten a telemarketing call when you thought that telemarketer was good, professional and skilled, while the usual telemarketer shows little or none of that skill and ability? Having developed telemarketing 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 telemarketing that should be followed if one wants to optimize results:
(1) Extensively train telemarketers. Provide the telemarketer with all tools necessary to do his job! Telemarketers need to be constantly encouraged.
(2) Provide telemarketers with well designed, well worded, well thought out scripts. Develop a way, however, that it doesn't sound like a script being read or memorized.
(3) Prepare a telemarketer to answer any and all objections.
(4) Teach/ learn the telemarketer how to effectively use the "Five Steps" approach to answering objections that I have written about in previous articles, published at Ezine Articles (http://ezinearticles.com)
(5) Anticipate the objections and questions most likely to get. Provide scripts for each objection.
(6) Teach/ learn a telemarketer 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 telemarketing professional listens to the new telemarketer, 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 telemarketer 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).
Telemarketing does not have to be difficult or unpleasant if a telemarketer is properly prepared and trained. A skilled telemarketer often finds telemarketing fun and exciting. Since telemarketers are generally paid based on their results, it is in their best interest to be the best they can be. For a company using telemarketing, there is little point if the telemarketers do not optimize results.
Therefore, it is a "win-win" situation for telemarketers to be as skilled and professional as possible. Following these simple guidelines is an effective and productive first step.
Have you ever gotten a telemarketing call when you thought that telemarketer was good, professional and skilled, while the usual telemarketer shows little or none of that skill and ability? Having developed telemarketing 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 telemarketing that should be followed if one wants to optimize results:
(1) Extensively train telemarketers. Provide the telemarketer with all tools necessary to do his job! Telemarketers need to be constantly encouraged.
(2) Provide telemarketers with well designed, well worded, well thought out scripts. Develop a way, however, that it doesn't sound like a script being read or memorized.
(3) Prepare a telemarketer to answer any and all objections.
(4) Teach/ learn the telemarketer how to effectively use the "Five Steps" approach to answering objections that I have written about in previous articles, published at Ezine Articles (http://ezinearticles.com)
(5) Anticipate the objections and questions most likely to get. Provide scripts for each objection.
(6) Teach/ learn a telemarketer 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 telemarketing professional listens to the new telemarketer, 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 telemarketer 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).
Telemarketing does not have to be difficult or unpleasant if a telemarketer is properly prepared and trained. A skilled telemarketer often finds telemarketing fun and exciting. Since telemarketers are generally paid based on their results, it is in their best interest to be the best they can be. For a company using telemarketing, there is little point if the telemarketers do not optimize results.
Therefore, it is a "win-win" situation for telemarketers to be as skilled and professional as possible. Following these simple guidelines is an effective and productive first step.
No comments:
Post a Comment