Telemarketing Strategies

There can be several telemarketing strategies that can be helpful. However, here are some that experienced telemarketers use. A good salesperson will not implement push sales but rather understand the needs and emotions of customers. 
  1. Why Use the Phone
  2. Adopt the right attitude
  3. Drive yourself to success
  4. Have belief in yourself
  5. Never assume
  6. Develop good verbal skills
  7. Be prepared
  8. Handle all calls professionally
  9. Close each call professionally
We will see in detail about these strategies.

Why Use the Phone?

  • It is far more cost effective than field sales
  • It is immediate, no appointments necessary
  • It is one-to-one (personal)
  • It is less formal than writing
  • It is common place, everyone uses the phone.

Adopt the Right Attitude

  • Feel successful
  • Act Successful
  • And you will Be successful
  • Dress for yourself, not the customer
  • Enjoy selling by phone
  • Focus on the customers’ need not your wants
  • Go the extra mile”
  • Always use the prospect/ client’s name
  • Keep records of all calls
  • Keep your promises
  • Follow up relentlessly
  • Smile
  • It only takes a second, but can last a lifetime.
  • It is the shortest distance between two people
  • It is a little curve that puts everything straight
  • EnthusIASM – You do what you do, because “I am sold myself”

Drive Yourself to Success

  • Set personal goals
  • What number of calls will you make today
  • What number of appointments will you make
  • What number of sales will you make
  • What increase on target will you achieve
  • How many customer service calls will you make
  • Challenge others in your shift to a competition
  • Reward yourself when you reach “YOUR” target or goal

Have Believe in Yourself

  • Have belief in You and Your Product
  • Knowledge breeds confidence
  • Know everything about your products
  • Uncertainty breeds uncertainty
  • Ask for testimonials or references from satisfied clients – quote from them on your calls
  • Stand up for important calls, (incoming and outbound)
  • The brain can think 2 – 3 times faster when you are standing up
  • You feel more forceful and alert
  • It can also stop interruption from other people as they can see you are making an important call.

Never Assume

  • Listen to the customer carefully
  • Never assume, for if you do – you make an ASS out of U and ME
  • When God created man, he gave us two ears and one mouth, use them in that order!
  • Find out all you can about your customer
  • The more you listen, the more you will sell
  • Avoid interrupting
  • You will pick up buying signals and signs of interest the more you listen
  • The more you talk, the more they’ll walk
  • People will talk for ages when talking about themselves
  • Use trial closes regularly –
    • “If you were to buy, what color…”
    • “If you were to order, when would…”

Develop Good Verbal Skills

  • In traditional face to face selling
  • In telephone selling you can’t concentrate on non verbal signs
  • Therefore you are operating 45% less effectively
  • You must improve your vocabulary and the way you “come across”
  • Remember, Clients CAN’T see YOU
  • You can’t demonstrate a product
  • You can’t show them literature
  • They can’t see that you are sincere (be polite and courteous at all times!)
  • You can’t see their reactions
  • You need to present yourself clearly and confidently, get their feedback, know when to ask for order & when to hang up
  • Don’t shout
  • Don’t mumble
  • Don’t talk quickly
  • Be sincere
  • Get the prospect to say “yes” often in your conversation
  • Nod your head as you ask a positive question.
  • Use POSITIVE LANGUAGE
    • “I am sure” or “I am certain” or “I Know”
    • Not “Maybe”, “perhaps” or “possibly”
  • Ask questions often to keep control and get feedback
  • Use closing questions like “wouldn’t you?”, “isn’t it?” and “won’t you?”

Be Prepared

  • Proper
  • Planning
  • Prevents
  • Pathetically
  • Poor
  • Performance

In order to make calls, get appointments give quotes and take orders, you must know:-

  • Your company sales literature
  • Your product/services facts, features and benefits
  • Your company’s history and personnel
  • Your price list and order forms
  • Your competitors
  • To keep a record of all calls
  • To update your diary regularly

Handle All Calls Professionally

  • There are four types of incoming calls:
  • Orders
  • Complaints
  • Sales leads/ Enquiries
  • General queries about orders etc.
  • Smile, when you pick up the phone within 3 rings
  • Establish:
  • Who is calling
  • What they want
  • Which company they are from
  • Who they wish to speak to
  • REMEMBER – NEVER ASSUME ANYTHING
  • First impressions last
  • You want to sound warm and friendly, positive, professional, helpful polite and courteous
  • You do not want to sound harassed, busy, “distant” or uninterested

Close Each Call Professionally

  • 7 steps to ending calls correctly:
    • Confirm with the caller, agreed details in detail
    • Thank them for the call/ enquiry/ sales/ lead etc.
    • Look forward to the next call
    • Ask for help (if appropriate)
  • How to find them etc
    • Leave on a pleasant note
    • Say goodbye
    • Put the phone down last

Dealing with Complaints

  • Listen and don’t interrupt
  • Ask for more information and clarification
  • Summarize with caller and gain agreement
  • Thank them for drawing it to your attention
  • Promise action, and do call them back on time
  • Tell the customer what will be done and when
  • Ensure the matter IS resolved
  • Call them after the resolution is achieved