Call Center Challenges
Telephone Sales Agent Challenges
Our Agents are Too New to Recommend Products
The Challenge
“We have so many new agents. They have completed New Hire and have a pretty good sense of our call flow, but they are not capable of selling products. We have so many different products and the clients know more about many of them than these new agents do.”
The Core Problem
Most often, this is a strategy problem. The belief that newbies cannot sell is understandable, but not practical. One of our clients has over 15,000 medical products. The agents will be speaking to nurses and doctors. It is very easy to believe that they cannot sell because they are new (the medical staff could talk circles around them) but at what point do they start selling? The problem here is a lack of an effective strategy. The waiting game is dangerous because newbies will start to believe that their developmental progress will have to take a long time. This depleats confidence.
Solution: Telephone Sales Mastery Promotes a Proactive & Limited Sales Offer Strategy
We believe that new agents are very capable of making a limited amount of product offers. During the analysis/customization phase of our Telephone Sales Mastery program, we regularly encounter this situation. What are newbies capable of when they first hit the floor? We ask, “Do you have fifteen or twenty common products that most buyers can use and are not that difficult to explain?” The answer is usually, “Yes”. This is where we begin.
Telephone Sales Mastery provides skills for every part of the sales call. Questioning and Product Presentation are two key areas. For newbies, we will build a series of questions for four-five common products and have them present these products only. As they achieve success, we bring in five more, and so on. Within a month (that same month when they would not have been selling at all) many newbies are reaching sales results that veterans would be proud to own.
Click Here to See an Overview of Telephone Sales Mastery Inbound
Click Here to See an Overview of Telephone Sales Mastery Outbound
