Organize the activities of outbound calls - Define regular meetings with your supervisor for business planning and management of any problems or difficult cases. "
- outline and, where possible, standardize the activities using a checklist of tasks and responsibilities assigned to the exchange.
- Define your boss's goals and sub-targets of calls outgoing
- Use:
- an agenda for making appointments telephone
- a planner "weekly" for an overview of the activities referred to above - Establish good relationships with internal departments with whom we work for telephone sales (Eg. Sales offices, logistics and forwarding agents, marketing department, etc ...)
- Having a computer with the following programs:
- word: for the preparation of documentation and internal and external correspondence;
- spreadsheet : the preparation of budgets, economic developments and calculations in general;
- electronic agenda: for more efficient management of the activities referred to in paragraph 1
The three guiding principles to make an appointment with the Telemarketing - Empathy
The task must be to arrange an appointment addressed with empathy: it means being in solidarity with the problems, needs, doubts of our partner and collaborate to solve them as if they were our own.
- mirror effect
- Our partner works as a mirror of how we behave, if we smile and are polite increase the chances that it is also our customer.
- To be persuasive we must be convinced!
- The chances of getting the approval increase becoming a positive and enthusiastic. Although no one can see, it is essential to know how to communicate the confidence we have in us and the company we represent.
- The better the image we have of ourselves, the more likely to transmit the confidence to successfully conclude the call.
- The client will be negatively or positively impressed by what we say and how we say it, and by the tone of voice, so:
-speak clearly and positively, we are excited
-check the voice : neither too high nor too low-
demonstrate safety and spontaneity
-tone should be warm and friendly
avoid-style "tape"
-
Clear Objectives - The main Our goal in making the call to sell the appointment!
- Other objectives:
-update Data-Base
leave a positive image of our company and our
information-gathering
-create the right conditions for future contacts
- ...
The model of the 8 P of obtaining an appointment -
Prepare the call
Preparing for managing the different phases of the call:
- the benefits for the customer;
- possible questions to ask;
- anticipate the objections.
Organize supporting materials.
not read a paper. There is a risk to assume a tone of voice style "answering machine" and have little flexibility to different situations (standard approach).
- Making contact with the other party
healthy. Check the other party (with the possible management of the filter).
- Introduce
name and role.
- Presenting the company
Very fast (up to 15-20 ") leveraging on 2 / 3 statements of capacity (benefits that differentiate us from competition).
- the objective of the call
possibly use a link to current events / person in common.
Express the goal in a straightforward manner.
- Ask questions (open)
Engaging the Customer.
Gather information.
- Anticipating the objection
not stop at the first "no", but not at the same time continue to press after the second. We should not convince at all costs (obstinacy).
- Propose the appointment
Method proposal of the double positive (eg "I prefer to Monday morning or afternoon?") Be sure to be convincing. Summarize
, healthy and allow our data.
leave a positive even in the case of a failure.
