Telemarketing Skills: Bpo
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TELEMARKETING SKILLS
COLD CALLING
Making unsolicited calls to people in order to attract customers. A call to potential customers who are willing to gave business. Cold calling is an effective sales tactic.
COLD CALLING TECHNIQUES 1. 2.
3.
4.
5.
Focus on the goal when cold calling. Research your market and prospect. Prepare an opening statement for your cold call. What should be in the opening statement of your cold call. Prepare a script for the rest of your cold call.
6. Ask for an appointment at a specific time when cold calling. 7. Remember the gatekeepers are your allies not your foes. 8. Smooth the way for your cold call by sending prospects a small, unique promotional item.
9. Do your cold calling early in the morning.
10. Be persistent when cold calling.
SEVEN STEPS OF SALES PROCESS
1. Greeting
Greet in a very energetic and enthusiastic way.
Must be done within 15 seconds.
2. Establish a relationship with the customer
Make a dramatic statement.
Make them laugh.
Make a promise that you can keep.
3. Qualify their needs
5 W’s : Who, What, When, Where and Why.
Big H: How
Presentation, Demonstration and Information
Talk about the features, functions and benefits of the item. Prove everything that you just said. Discuss the options that are available to them.
5. Transform Interest to Desire
A.I.D.A. Principle of Selling.Attention,Interest ,Desire and Action.
Pleasure and pride of ownership.
6. Overcoming Objections
Listen carefully.
Respond to it by explaining thoroughly.
Add a benefit.
7. Closing The Sale
Direct Close
Choice Close
Turnaround Close
Do’s and Don’ts of Call Handling
Do’s
Smile Answer customers query Answer phone within 3 rings Hold the phone correctly (to avoid communication problem) Sound professional Let the caller replace the receiver first.
Don’ts
Don’t answer the phone while talking to a colleague. Don’t shout on phone, cough or sneeze while talking, excuse first. Don’t chew or sip anything while on calls. Don’t chat or read mails while on a call.
Never show anger or irritation to the customer. Don’t end the call abruptly; be polite and don’t use casual expression like, yeah, ok or byesee ya. Don’t forget to take down important details pertaining to a call.
COLD CALLING
Making unsolicited calls to people in order to attract customers. A call to potential customers who are willing to gave business. Cold calling is an effective sales tactic.
COLD CALLING TECHNIQUES 1. 2.
3.
4.
5.
Focus on the goal when cold calling. Research your market and prospect. Prepare an opening statement for your cold call. What should be in the opening statement of your cold call. Prepare a script for the rest of your cold call.
6. Ask for an appointment at a specific time when cold calling. 7. Remember the gatekeepers are your allies not your foes. 8. Smooth the way for your cold call by sending prospects a small, unique promotional item.
9. Do your cold calling early in the morning.
10. Be persistent when cold calling.
SEVEN STEPS OF SALES PROCESS
1. Greeting
Greet in a very energetic and enthusiastic way.
Must be done within 15 seconds.
2. Establish a relationship with the customer
Make a dramatic statement.
Make them laugh.
Make a promise that you can keep.
3. Qualify their needs
5 W’s : Who, What, When, Where and Why.
Big H: How
Presentation, Demonstration and Information
Talk about the features, functions and benefits of the item. Prove everything that you just said. Discuss the options that are available to them.
5. Transform Interest to Desire
A.I.D.A. Principle of Selling.Attention,Interest ,Desire and Action.
Pleasure and pride of ownership.
6. Overcoming Objections
Listen carefully.
Respond to it by explaining thoroughly.
Add a benefit.
7. Closing The Sale
Direct Close
Choice Close
Turnaround Close
Do’s and Don’ts of Call Handling
Do’s
Smile Answer customers query Answer phone within 3 rings Hold the phone correctly (to avoid communication problem) Sound professional Let the caller replace the receiver first.
Don’ts
Don’t answer the phone while talking to a colleague. Don’t shout on phone, cough or sneeze while talking, excuse first. Don’t chew or sip anything while on calls. Don’t chat or read mails while on a call.
Never show anger or irritation to the customer. Don’t end the call abruptly; be polite and don’t use casual expression like, yeah, ok or byesee ya. Don’t forget to take down important details pertaining to a call.
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