Telemarketing is an industry that requires the most committed of individuals. This is especially true for those who work for businesses that employ cold calling techniques to generate leads. Such telemarketers need to have strong customer service skills. In fact, that’s an understatement. Cold callers need to have the best customer service skills in the business!
As we’ve pointed out in a blog or two in the past, telemarketers face a lot of rejection on a daily basis. Hearing “no” is something that they can’t be dissuaded by. A strong telemarketer is aware that he/she will have to overcome objections the majority of the time. The best know, however, that to overcome objections, a focus must be placed on the customer relationship – more so than the product or service that is being sold.
Focus on customer needs instead of hard selling.
“Customers don’t buy products or services,” informs Susan A. Friedmann on TheBalance.com, “They buy good feelings and solutions to problems. Most customer needs are emotional rather than logical. The more you know your customers, the better you become at anticipating their needs. Communicate regularly so that you are aware of problems or upcoming needs.”
This is why it’s important for sales reps who work on the phone to focus on the specific needs and wants of their potential customers and not the products and services themselves. In other words, pitch what you’re offering by placing emphasis on the benefits your customers will receive. It will make each call sound less like a sales pitch. Providing solutions to problems, as Friedmann mentions, is a key to both higher sales and greater customer satisfaction.
It’s all about listening.
How do you get to truly know your customers? Ask questions. But be sure to allow them time to actually answer. Listen to what they have to say and make note of important details. When you personalize your products and services in ways that make them appear to be made specifically for the customer you’re speaking to, you’ll be well on your way to increased success.
“Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying,” advises Friedmann, “Beware of making assumptions – thinking you intuitively know what the customer wants. Do you know what three things are most important to your customer?”
Don’t forget to smile.
Yes, even when you’re on the phone, a smile can have a huge impact on a conversation. When you’re smiling, your tone of voice automatically becomes more pleasant. Believe it or not, smiles can be “heard”!
“If you are talking to somebody on the telephone then you can still smile – your voice sounds different when you smile and are happy,” reports SkillsYouNeed.com, “Clients and customers are more likely to want to talk to a cheerful person with an enthusiastic personality and by smiling while you talk you can help to project this.”
Looking for ways to ensure you’re employing top telemarketers?
Contact SIClytics for more information about our Telemarketing Reporting services which allow you to report your telemarketers’ progress and track their results. Please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.