Call Center Training Solutions Blog

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, I­ll 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.

Why do so many sales opportunities go unclosed? There are a number of reasons and they all start with the early part of the call. The best sales formula includes an assertive, confident close. Sales people will not close confidently, however, unless they have just made a strong, urgent and appealing product offer, tailored to the customer­s needs and issues. Sales people cannot make a tailored product offer, however, unless they first get to know the caller. They cannot get to know the caller without questions and lots of customers do not like to answer questions, especially if they are unsure about the sales person­s purpose, or if they think a sales pitch is coming. By stating that you  will likely be asking some questions, most customers will not mind answering them when they hear a few. It will just make sense to them. You told them you were going to ask some questions. You asked some questions. No worries. Read More »

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?

We have several ideas that can help your telemarketers immediately. First, be ready for an objection. Don’t cause objections by taking too long to make your offer, but be ready. When you hear an objection, thank the caller or acknowledge the concern . “Thanks for sharing that with me.” The caller will be surprised and likely stay on the line a little longer. “I realize that you may not initially be interested.” Acknowledging takes away the caller’s power. She can still hang up, but if she doesn’t, she is going to listen to your offer. Read More »

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.”

Why do we train our telephone agents to ask permission?

Unless this is a union requirement or a state commission demand, there is no need for this unproductive step. We already have permission to speak with the caller. We are speaking to the caller. No matter what the offer is going to be, we just tell them about it, why it is valuable for them to have it, and ask them to purchase it. Permission isn’t necessary anywhere in this process. By the way, phrases like, “Before I let you go,” or “While I have you on the phone,” are also counterproductive. They remind the caller he doesn’t really need to stay on the line any longer. We recommend avoiding these catch phrases. Read More »

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.

More than that, however, every caller deserves (yes, I said “deserves”) a sales offer from a telephone associate. Here are a few reasons to make a sales offer on every all. Read More »