Call Center Training Articles
Our Consultant team produced all of the articles below. Please e-mail us if there is a topic you would like to see. We will be happy to send you an article on that topic, if we have it.
Telephone Selling Skills: Inbound and Outbound
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Telephone Sales Mastery: Outbound Fundamentals
The following fundamentals come directly from our Telephone Sales Mastery workshop. These ideas and suggestions can help you make better use of every customer contact. Please e-mail us when you have had success with any of the tips that follow. *… Read More » |
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B2B Selling: What Do Small Businesses Think About All Day Long?
Recently, I was listening to client calls at their Inbound sales call center. They sell bank products like checks, endorsement stamps, deposit slips and other such items. They also sell promotional products like pens, shirts, notepads and other items their clients can purchase with their own logo nicely printed on the product. Many companies use some products like these to promote business.… Read More » |
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Why Not Try A Fallback Offer?
If your call center makes selling attempts in any capacity, Fallback Offers can significantly increase your total sales and your average revenue per sale. Fallback Offers are not new, but few call centers maximize this important sales tool. By implementing the ideas in this article, your center can be well on its way to your best sales year ever.… Read More » |
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Your Price Objection Is Less Than You Think
Your customer tells you that $2395.00 for that product is more than they wanted to spend. “Mike, I just can’t fork out that much money right now, even though I know these cabinets have all the bells and whistles.”… Read More » |
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Permission To Sell? You Already Have It
We have all heard a telephone associate say, "Before I let you go, can I tell you about a promotion we're offering?" Doesn't that question make you a little itchy, just reading this article? That is what permission questions do on the phone as well. Some say, "It's the only polite way to begin selling." The only thing we know for sure is that a single permission question can eliminate up to 80% of your prospective clients from buying. That's because eight of ten callers will be off the phone before we can say, "Have a nice day."… Read More » |
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Why Make A Sales Offer On Every Call?
We often hear telephone associates wondering aloud why they have to make a sales offer every time they speak to a caller. They say, "I can tell who is going to buy and who isn't." Unfortunately, the research that we have done just doesn't back that statement. If you observe telephone calls on a regular basis, you will hear very friendly callers saying, "No," to sales offers and many less friendly, somewhat distant callers saying, "Yes." The truth is that you just can't tell who is going to say, "Yes," until you make the offer.… Read More » |
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Telemarketers: "I'm Not Interested."
Being in the industry, I understand the vital role that telemarketing centers play for many organizations. What I will never understand is how easy it is to get off the phone with most telemarketers when they call. We all have our typical way of trying to dust off telemarketing attempts, especially if they call during dinner. If I am not in the mood to speak to a telemarketer, in a somewhat strong voice, I say, "Not interested, thank you." That's my thing. I don't even have to think about it. What troubles me is just how well that statement, or any objection statement, works. The percentage of telemarketing associates that are stumped by, "Not interested, thank you," baffles me. How can they not expect it? How can that one stump them?… Read More » |
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Are Customers Reacting Negatively To Your Questions? Try a Positioning Statement.
Would you like to hear one of the simplest sales techniques ever thought up? It is called a Positioning Statement. Here goes. “Mrs. Jackson, as we take care of your account today, I’ll be asking you some questions, just to make sure we get you everything you need.” It seems too simple to be effective, or worth trying, but read on.… Read More » |
