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.
Another very important practice that we train is to avoid trying to answer and overcome the objection. “Well, the product is designed to handle incoming calls in the same manner, so you see that.” These tactics don’t usually work on the phones. Instead, go right back to the value of the offer and stress it in a slightly different way. “I realize you may not be interested, yet I get so excited about this because so many customers have told me that it greatly reduces stress, and it will increase your natural energy level.” By refocusing on the value, the caller doesn’t feel that we are trying to “out-argue” his objection. Instead, we are just excited and want him to feel the same way.
Telemarketers have a tough job. By being prepared for objections, we reduce our own stress level and make things less taxing on callers. This approach will keep callers on the phones with you longer so you can make more offers and increase your sales.