Last week we looked at the importance of how you introduce yourselves on the first cold call.
This week I want to look at the importance of taking notes during that first contact to use on your call back.
Quite often telemarketing takes a minimum of two calls to close the deal. This can be for a number of reasons but the most common ones when you are telemarketing for Timeshare fly buy’s is that it’s difficult to tie them down to a date when your clients can take a holiday if you are calling during the day and only one of the couple is available to make a decision. The wife or husband will normally have to consult their partner later that evening or during the weekend so a second call will be needed to close the deal.
It is very important to take as many notes as possible on this first call to use in your introduction and mini warm up on the second call.
Taking notes will serve two purposes.
The first and most obvious is that if you are calling hundreds of numbers a day, taking notes of each call you make contact with not only helps to build a small picture of who you are talking to it will also give you essential reminders of when to call back, what time is best to catch them in, etc.
The second and most important for me, is the information that can be used in the first five seconds of conversation to instantly break the ice and warm up on that second call.
In a lot of cases the clients will have asked you to call another time because they have family staying, are going on holiday, have a hospital appointment, etc.
I always open up on the second call with:
“Hello Mrs Smith/Jane,” (If you got onto first name terms in the first call, use their first name on second call) “It’s Alan from ABC,” “how was your holiday in Greece?”
Remember these people will probably get calls from countless different companies every week all with a very similar pitch to yours so Imagine how you would feel if one of the callers remembered that you where waiting for news on a hip operation, or you had just come back from a cruise?
The whole key to closing more deals in any sales situation is paying attention to the small details that make your client feel that little bit special.
People like to receive that personal touch. Make sure you’re the one giving all your clients that little bit extra and you’ll also be the one picking up the bigger cheques!
See you next week.
If there is a particular subject or an objection you are personally having trouble over coming, leave me a comment or send me an e-mail and I will cover it in a future article.
Remember. “There is no such thing as a foolish question; it’s the fool who doesn’t ask questions.”
And don’t forget that my first book; Simple Sales Volume 1 “The Five Simple but Essential Steps to Getting the Sale” is available to download right now for the introductory price of only $9.99
Paying Attention To The Small Details Will Guarantee You Get Paid The Big Cheques!
Telesales Tips – Opening Statements That Immediately Connect With Your Clients
In this the first article on telesales tips I want to look at the importance of your introduction to the clients.
I mentioned last week that the hardest part of telemarketing is to get the clients to give you the opportunity to deliver your pitch.
Let’s just recall that unlike face to face sales, when you are cold calling on the phone, you are in fact entering your clients home or office, completely uninvited and according to the clients at the worst possible time!
That is why the most important part of tele-selling is your opening line when the clients answer the phone.
You will all have been given the standard telesales scripts that start with:
“Is that Mrs Smith?” “Hello Mrs Smith, my name is Alan and I’m calling from the ABC group.”
STOP!
That opening statement is just so old hat these days and screams, “I’m yet another telesales person trying to sell you something over the phone, just like the other four hundred calls you’ve probably had this week and will result in the person on the other end of the line thinking of the quickest way to get rid of you or just hang up on you if they’re not that polite!
Now I want you to think about how you would introduce yourself if it was a call back and you had already spoken to this client before.
I bet your opening line would go something like:
“Hello Mrs Smith, its Alan calling again from the ABC group.”
Do you see the difference?
On your second call the client is thinking, “Alan, ABC group, Oh yes I remember.”
So if we just drop the “calling again” part and use. “Hello Mrs Smith, its Alan from the ABC group.” Mrs Smith will now be psychologically thinking that you have spoken before and will be too tied up concentrating on when you last spoke and what about, to cut you off. This will give you the time you need to drop in a few grabber statements and gain enough interest to allow you to proceed with your pitch.
It might seem a little un-natural at first but I promise you if you practise it and get it to flow, you’ll soon be talking to more people and getting more deals with less calls.
See you next week.
If there is a particular subject or an objection you are personally having trouble over coming, leave me a comment or send me an e-mail and I will cover it in a future article.
Remember. “There is no such thing as a foolish question; it’s the fool who doesn’t ask questions.”
Tips For Telesales
Hi to you all.
This week I want to introduce the forthcoming series of tips for telemarketing.
An old friend of mine commented that most of the sales training sites and blogs that he had come across were dedicated to face to face and direct sales techniques and that there wasn’t enough written about sales tips and closing techniques for the people who worked in telesales and telemarketing.
I had to agree with him and immediately started a section on telesales tips that I am now going to continue here.
As an introduction to the section today, I just want to take a brief look at the difference between closing people face to face, and closing people over the phone.
In a face to face direct sales situation, apart from having the three major senses, Visual, Auditory, and Kinetic at your disposal, your clients will normally have accepted an invitation to take a tour at your resort and know exactly what to expect in the first place.
When cold calling clients on the phone. It’s a completely different kettle of fish.
To start with you have no visual connection so you have to rely purely on the auditory and kinetic senses of your client to try to build a nice image of yourself in there minds in about five seconds flat!
Also you have invaded their privacy, entered their homes completely uninvited and normally at the worst possible time according to them!
That is why in telesales your introduction to your clients is so important and something we will be looking at next week.
I will also be producing some training videos on telesales techniques in my sales training video section very soon.
For those of you that can’t wait till then, check out next weeks article “Introductions That Immediately Connect with Your Clients” here on this blog.
And don’t forget that my first book, “The Five Simple but Essential Steps to Getting the Sale” is available to download right now for the special introductory price of only €9.99
See you all next week.
