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Why it has become key under covid-19
- Inability to make cold calling due to non-opening of premises
- Appointments become difficult
- Clients not willing to meet face to face
- Both salespersons and potentials are working from home but must make a living
- Get the organizational goals going under covid-19
- Work from home
- Reach difficult leads
- Reduce travel costs
- Expand customer base
- Raise brand awareness among old and new customers.
Attributes of a Tele seller
The type of salesperson who thrives in this type of environment needs;
- To be very customer focused
- Have the ability to satisfy customer needs
- Have the ability to close the deal
- Have the ability to think quickly decisively to handle objections
Below are the PROCESSES sales organizations can adapt to transform their selling to achieve sales goals.
2. Call Planning
Know Your Objective for the Call
Defining your objective before making the call helps you stay on track. There are always two types of objectives;
a. A Primary Objective: What you hope to achieve from the call.
b. A Secondary Objective: Leave a positive impression of your organization.
Rules for setting objectives;
a. You must write them down.
b. They must be realistic.
c. They must be measurable.
Research Your Prospect
Researching on your prospects allows you to build a rapport with the prospect. When you know a few things about them, it provides you with valuable information about the prospect, and what issues they are having that your product can help with.
Know the Prospect’s Competitors
Next, you should also learn about their competitors. By gathering information about what their competitors are doing, you will be able to tailor your selling strategy when offering solutions. Knowing what’s happening with their competitors shows your prospect that you have done your homework and you understand their business, and that provides them with comfort.
Plan Your Questions
Asking the right questions of your prospect will get you the information you need to make informed and appropriate suggestions about solutions. While you never want it to feel like you are reading from a script, you should prepare questions to ask ahead of time that will help advance the conversation. But don’t be afraid to deviate from your list if the situation calls for it.
Along with having questions prepared, you should also plan for any objections you might hear.
Be cautious not to sound like a robot who has rehearsed too much. The conversation should flow and be natural. You want the prospect to feel like they are part of a dialogue, not that they are being talked at.
3. Opening the Call
Greet the Person
Sales is really about creating relationships, and relationships are founded upon pleasantries. Greeting someone isn’t an optional extra, it’s just good manners. Will Rogers, an American actor once said; “You will never get a second chance to make a first impression.” Keep your greeting formal unless you know that the client has a particular way of greeting. Keep your greeting respectful and professional.
Introduce yourself and your Business
The trick with this is to make yourself sound interesting while ensuring that you don’t give your client any room to hang up on you. It’s much easier to continue a conversation where the benefit to a potential client is clear than to continue one where the client thinks, “Oh, we already do that.” and switches off.
Ensure you are talking to right person
Don’t go rushing in, find out if you are speaking to the right person.
Thank them for taking the Time
Acknowledge that they’re busy and that they’re going to be free again very soon to get back to what they were doing.
Dealing with the Gatekeeper
When you encounter those people, we call the “Gatekeepers,” bear in mind that although that person is not your customer, they know who is. So be polite and respectful and remember their name. Try not to leave messages with the Gatekeeper. Instead, find out a convenient time to call back.
The Unappreciative Prospect
No one is sitting around waiting for you to call them and offer a product, service, or solution to a problem that they don’t know they have. So sometimes your reception may be less than friendly. When an initial response is curt, ask permission to go forward. If it is denied, remain polite, apologize, and thank them for their time.
After a series of calls where you don’t achieve your objectives, it’s quite common to face call reluctance. You would gladly do anything but pick up the phone and dial or hit the button for the next customer. This is normal. It happens when you take the rejection personally. Whatever happens, you cannot take rejection to heart — even the rudest customers are not rejecting you personally. Fear of rejection is real. Recognize it and let it go. Talk to a colleague about it and remember to be supportive to colleagues when they talk to you. Remind yourself of previous successes, and reward yourself for reaching smaller goals.
4. Arouse the Interest of The Prospect
Get them talking first
People are always much more interested in talking than listening, so get them talking. Once you’ve introduced yourself and they know who you are – ask them how business is at the moment. It’s a great question as it encourages them to talk and gives you a lot of the contextual information you need.
Do this attentively, without interrupting. You may have lots to say and lots of benefit statements to unload on them but keep your powder dry. Make notes too, so that you can refer back to them later in the conversation.
Tailor your approach to their requirements.
Prospects are (like most of us) only motivated by what is in it for them. Therefore, if you can relate what you are offering to them directly, they will stay with you mentally. This may mean telling them about other people you have worked with who they will know (local businesses, maybe even competitors).
Describe things enthusiastically.
Introduce your product or services with intense joy with reference to some good comments’ clients have made. Describe them with passion. As if they are missing out on something big. This will entice them to listen more to what you have to say.
Agree to a next action
This helps set expectations and let them know what you expect of them. This might be the follow up call next week, after you have sent them the introductory email that you’ve just agreed.
4. Handling Questions and Objections
Dealing with objections is a skill every Teleseller must master because whatever you do, you will come into contact with difficult buyers/clients. Examples of 5 ways to handle objections are:
Bouncing the Objection back to the Buyer
Yes. You mentioned that your current agency also offers those services but, as you suggested before, it’s a specialist area and that needs specialist support, doesn’t it?
Challenging the objection
I can see why you say that. What’s interesting is that our clients tell us that we are the lowest cost supplier. To what level do you feel that we are comparing like for like?
Beating them to it
Immediately you realize that you about to receive an objection, face it head on; Oh..I know that you typically use competitor product because of its low price but we’re getting a lot of customer demand for our product due to the concerns over durability with the cheaper options.
Putting the Objection into Perspective
I totally understand that price is an issue. Do you mind me asking, what level of risk/downtime/failure rate/breakage etc. your organization is willing to accept?
Switching it Round
I can see that I didn’t explain that well. What our customers tell us is that ….
Telesales can be trusted, as one sure way of selling that when done efficiently, will go a long way of retaining both old and new clients, and build good relationships with them.