The phone rings. Your potential buyer is busy, but he managed to answer the call. He is secretly hoping to hear something interesting from you that solves his every day’s problem. He says: "Yes, I am listening." And in response – you keep silence. And only if your client has not yet hung up, you should immediately attract his attention. Otherwise, you risk losing the chance to make a sale.
To date, 9 out of 10 telemarketing operators make mistakes that lead potential buyers to slip out of their hands. By making one of these 5 fatal errors described below, you may lose good sales opportunities. Take this into account and read carefully!
#1 Failure to start a conversation
You know the old saying "People buy from people." It is very important to establish contact with the person in order to communicate freely with him. If you start a conversation without prior preparation, you miss something important, and then they will tell you:
"Excuse me, please repeat who you are."
When your customer can feel your confusion and inability to start the simplest conversation, your prospect is unlikely want to continue to communicate and negotiate with you about the purchase.
#2 Inability to improvise
As they say the military, no battle does not go as planned. In other words, if you too strictly adhere to your pre-planned strategy, are not ready to change tactics and adapt to the interlocutor, you will fail.
The ability to rebuild in the course of a conversation is especially important in telemarketing. You should be able to direct the conversation in the right direction, and not limited to a fixed script. A potential client can challenge you. He tries to confuse you and lead the conversation away (yes, it happens). Therefore, you must be ready to change your strategy and maintain the right direction for the conversation.
Each of us has ever talked with an operator who never bothering to ask: “Are you Mr. Jones?”, He just begins to pronounce the contents of his script without stopping. Did this method even EVER work? No!
Telemarketing is not only talking, but also the ability to listen. Remember, it is two-way communication and establishing contact with another person. If during the first call you do not give your potential buyer the opportunity to say at least a few words in the first 30 seconds of the conversation, be prepared to hear from him:
People want to believe that it is really interesting for someone to listen to their opinions and find out how they feel. If you only speak, the potential buyer drops out of the conversation. Game over!
If you do not know all the obstacles that can prevent a potential buyer from making the decision, then you are not ready to do the job properly.
Inexperienced telemarketing operators only partially know what doubts they may hear from a client, and are lost when they encounter witty and observant prospects whom can throw questions and express objections that operators are not ready yet.
For an untrained operator, this is confusing. He quickly turns the conversation, mumbling apologies and excuses. As I have told you, preparation is crucial; careful study of information about a product or service that you sell is never superfluous, no matter how much time you spend on it.
Do you think there are other mistakes that prevent telemarketer to make sales? Let us know in the comment below!
Jason R. Morton is the President and Chief Executive Officer of Marketing Strategizers, one of the nation's leading Marketing & Advertising firm headquartered in Houston, Texas.
Visit our interactive website at www.MarketingStrategizers.net.