Wednesday, August 1, 2012

Telesales Tips Fom The Trenches, Part Two

Ring Ring...

Prospect: Hello!

Agent: Hi, this is John Smith with ABC Insurance.

Prospect: I'm not interested. Click.

Agent: Hello, you still there?

Have you ever had one of these days? If not, you're probably in denial or have better luck than me.

I recently provided a review of Joe Catal's book and it's now time for the fun part. If you're serious about telemarketing this is one book that needs to be in you library!
I’m not a big fan of telemarketing, but it does work and is an excellent way to get yourself off the ground when you’re new. I recently entered my 2nd year of business and anticipate that I will be cold calling for at least 1-2 more years. I’ve had to find ways to feel comfortable on the phone and I learn best by trial by fire and various behavioral and psychological techniques I’ve picked up. Later down the road I’ll provide a review for one book that compliments Joe’s work. Here is what I’ve learned in the last 2 years of cold calling.
Rule # 1: Cold calling doesn’t suck, you suck. If you’re sales manager said that to you would you get pissed off and come up with excuse or show that person he’s wrong. I’m competitive and would choose the latter.
Rule # 2: Whoever invented the term cold calling is an idiot and did not understand the power of persuasion and psychology. I prefer to and say I’m telemarketing or teleprospecting. I do not like to use negative words and have no patience for negative people. I tolerate it because that’s life, but your ability to perceive and feel good about what you’re doing has a direct impact on your results. A self-fulfilling prophecy can be positive or negative. .
Rule # 3: A lead to me is a name, phone number, set time, set place and set date where a prospect and I have agreed to spend 10 minutes to discuss the potential to work together. (HINT: This is another way of saying I need to qualify this prospect so I don’t waste time or energy)
Rule # 4: You’re either a business person or you own a business. Which one are you?
Rule # 5: Stand up when you talk. (NOTE: Purchase a headset)
Rule #6: Set daily goals and do not stop until you reach them.
Without rehashing everything Joe went into here’s a summary of the top points I took from his book.
- Do not do personal things when you should be working (e.g., checking e-mail, talking with a friend, etc.)
- Track all of your calls and call for 45 minutes out of every hour and use the other 15 for paperwork.
- Record your calls to learn what is working and what needs to be changed (NOTE: Check state laws about recording before you accidentially commit a felony)
- Understand that everybody has a different personality and you need to match your tone, speed and pace with everybody on an individual basis.
- Be patient, shut up and ask questions. NEVER interrupt somebody unless you’re on fire!
- There should be a ratio of 10:1 You vs. I’s. The prospect could care less about you and needs to know what’s in it for them.
- Explain what you and your product can do for them. People buy benefits, not
- Get rid of words that do not add anything to the call and substitute more effective words (e.g., Take the word just and get rid of it; Do not say cost or premium…say investment)
- If somebody wants you to send information to them, be specific about what type of information they need and DO NOT END THE CALL until you agree about the next step. If there is no agreement do not waste your time!
- Always follow through with what you say and make sure you take IMMEDIATE action if you drop the ball. It’s better to look forgetful than incompetent.
-Don’t sell, solve problems.
I've been using a program that has helped me design, implement and track various marketing campaigns that does not entail telemarketing. The upcoming software review will save you at least $200-$400 on marketing costs that could be best utilized elsewhere. I'm very excited about this software program and after thinking things over I've decided to provide a review. The information will be up within the next couple of days. Until next time.

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