Getting through to the right person on the phone is only the tip of a successful telesales marketing strategy – it requires questioning and negotiation skills.
The background
Your outbound telesales team will have to persevere time and time again before reaching the person who holds the purse strings. Before you reach any decision makers, it’s essential your telesales force treats the person they are speaking to as if they are a customer – they can assess whether the company they are pitching to is interested in your product or whether they are wasting your time. Tone of voice is crucial with telesales – it’s the first thing your prospects and customers will hear and how they will form their first impression of your business. Record calls so you can identify if existing telesales techniques are making prospects feel uncomfortable or annoyed.
The process
Every telesales call needs to be planned, researched and structured – your outbound telesales force must have a structured telesales script in place but they also have to treat every call on an individual basis. Telesales training is essential. If you can’t get through to the right person, explain the benefit of your product – this will spark interest. Consider what’s in it for your target audience – make your customers and prospects feel as if they are missing out if they don’t use your products or service. Do as much research as possible before every phone call – too many qualifying questions will kill a sale. Have something of value to say on every telesales call and get feedback then and there – this will help to refine your business’ telesales techniques.
Need to know
Business Link and Chambers of Commerce have details of courses on how to improve your telesales techniques.
