One’s mental preparations are as important as – if not more than – the physical. Organizing you mindset prior to a call helps in expertly handling both the expected and the unexpected.
Telemarketing is battle of will; whoever can control the call can dictate the outcome. Prospect clients do not have the luxury of seeing and feeling the product or service being pitched to them; rather, mere words can make succumb to an appointment with authentic interest.
When words are logically crafted, they become more pleasant to the ear.
The ultimate test for the telemarketer is to be able to react appropriately to anything thrown at him – one wrong response and the call is compromised. The chances of getting dominated by the prospect can be reduced if one would “pre-determine” the possible questions in advance. Through time, one’s experience in innumerable parallel calls can help him be familiar with a pattern on what objections usually arise during a pitch, therefore leading him into constructing valuable responses.
Timing is an art in itself – in almost all endeavors in life. A telemarketing call flow usually dictates a certain order: introduce, discuss, overcome objections, and then set the appointment. This sequence is customary – one cannot simply skip the introduction and proceed to discussion, or skip the discussion and set the appointment right away, and so on. Therefore, one needs to employ a smooth shift from one phase to another. Rushing to set the appointment may sound pushy for the prospect; on the other hand, over-discussing the product/service may become dragging and may dispel the prospect’s interest. In order to maintain the flow, there must be a good balance of information and transitioning to setting up the appointment.
Dealing with the responses
While positive responses are always easier to deal with, it’s the NOs that usually involve skill to surmount. A hard “no” is the most common comeback from prospects, and it is sometimes followed by the termination of the call. But whatever the outcome of a call is, you must be ready to close the conversation in a way that is still professional and courteous. Meanwhile, a soft “no” is still hopeful; it may require a more delicate touch. These are potential breaks in the future, and when a soft “no” is given, you must respond in such a way that the prospect would still have pleasure in getting in touch in the future. It’s like bidding goodbye to a friend with certainty that someday, you will meet again.
This content originally appeared at The Telemarketing Services Blog.
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