Tips for becoming a Successful Telephone Solicitor
Telephone solicitation is a job that anyone can do, but it is not for everyone. There are no rules set in stone that will guarantee your success as a telemarketer, but there are some methods to set you on the right track. Whether you are a new telephone solicitor or a qualified veteran solicitor, these tips will be invaluable. This is a relatively easy market to break into. Due to the high turn-over rate of this industry, there are usually several classified listings in search of telephone solicitors.
The first thing you must understand about telemarketing is you are going to get rejected, numerous times, everyday. You cannot carry the negativity of a bad call over into the next call. This is common mistake and you’re likely setting yourself up for failure; the most important thing you can sell to anyone being a phone solicitor is yourself. If the customer on the phone doesn’t like you, for whatever reason, they have already made up their mind at that point. The customer will not really hear what you’re saying, if they’re polite enough to remain on the line.
Many call centers or phone rooms have what is known as an automatic dialer. This device is undoubtedly useful, though it often provides you with little time to recoup between calls on busier days. Whether you work for a company that dials manually or uses an auto-dialer, it’s important that you take as many calls as possible during each shift. Sales, is a numbers game. Naturally the more people you speak with each day, the more sales you can potentially close.
The moment you have a live person on the phone, the clock starts ticking. You only have one chance to make a first impression. It’s important that you build a rapport with the client from the beginning of the call. In order to build a strong rapport with your client while still delivering the necessary facts about the product you’re promoting, you must engage them in the conversation. If the potential customer only hears a memorized script delivered in a morose monologue fashion, they’re likely not to listen. It is for this reason you must use the customer’s name as frequently as possible. In certain situations, it’s favorable to use the customer’s first name, as though you’re pals. Other companies frown upon this method and prefer you use Mr. or Mrs. when addressing the customer. Use discretion here, but be sure to keep the customer interested by using their name in your pitch. It is also a good idea to engage your customer in the pitch by asking questions. You should avoid open ended questions or questions that may lead to a negative response. By asking questions that prompt a ‘Yes’ response throughout the pitch, you are conditioning the customer to continue to say ‘Yes’. You want to ask things like, ‘Did you enjoy your last vacation?’, ‘Do you like saving money?’ etc. When utilized effectively, you’ll notice the positive response trend working as you close the deal. Whether you’re asking for money, credit card information, subscription, etc if you’ve primed your customer throughout the conversation to offer a positive response to your questions, you’re more likely to gain a positive response in your closing.
The ‘Yes-Man’ trend is going to wear thin if the person on the line doesn’t place some trust in you. For this reason, it is very important that you be truthful with your clients about your products and services. Many customers would rather be placed on hold for a moment to receive a valid answer to their buying question than have you promise them the moon and stars. Be honest and upfront. If you do not know the answer to a customer question, find a manager or another employee who does. One thing to say when you aren’t sure of an answer is ‘I’m new here…’ or ‘It’s my first day…’ These phrases put the customer at ease rather than making them question your product knowledge. Lying or embellishing the products or services offered is never a good idea. Most companies in this industry have something called ‘charge backs’. That means even if you’ve already been paid for a sale, the company will take the commission for that sale back due to customer cancellation. Being truthful in your pitch is the best way to avoid cancellations and charge backs.
The most important rule for someone in any facet of the sales industry is the ABC rule. That acronym stands for Always Be Closing. At the end of any pitch there is the potential to close the sale. It’s best to use purposeful phrasing and an assumptive close. An example of an assumptive close would be ‘…Did you say you wanted to use Visa or Master Card today?’ Very rarely are you going to come across the customer who just lies down and offers no objections to buying the product you’re promoting or the membership you want them to subscribe to. That’s where ABC comes into play. In addition to ending your initial pitch with an assumptive close, it is beneficial to end every rebuttal you use in the same manner.
Now that you’ve managed to keep the customer engaged and on the line for this long, you do not let them go on the first objection. Use probing questions to see through smoke screen objections. Know the rebuttals you have to use, have them memorized or visible in your work area. It’s best to empathize with the customer. Use the phrase ‘I understand, but…’ or ‘Keep in mind…’ Depending on your feelings of how the call has progressed, you will know when there is nothing more you can do. Usually, after three strong rebuttals if the customer is still not convinced, it is time to move on to your next prospect.
Just keep smiling and dialing. Maintaining a consistently positive attitude is the real key to success to being a phone solicitor.
