A Telemarketer manages orders for merchandise or services by identifying prospects; calling customers; persuading customers to buy services. The roles and responsibilities of a Telemarketer include:
- Identifying prospects by reading telephone and zip code directories, other prepared listings.
- Calling prospective customers by operating telephone, automatic dialing systems, and other telecommunications technologies
- Influencing customers to buy services and merchandise with a prepared sales talk to give service/ product information as well as price quotations
- Completing orders by recording names, addresses, and purchases; and referring orders for filling
- Securing information by completing database backups
- Maintaining operations by following policies and procedures; reporting needed changes.
- Contributing to team effort by accomplishing related results as required
Here are few methodologies to help Telemarketers to enhance their productivity and overcome the challenges they face in their profession, with a view of being a sad and boring desk job. To understand more about the importance of telemarketing in the sales of a firm, visit Mintly. Its increasing capacity to help in sales and ultimately, generating revenue has started to grow.
Have a Plan
Preparation is everything, especially where data is concerned as bad data can derail telemarketing. Pre-call planning should encompass identifying and refining the target market. This refers to building a list of decision-maker job roles in the right locations, with the right size of business and sectors with which you can trade profitably and, ideally, where you can showcase instances of your previous success. Before you begin, identify your objective for the exercise, whether it’s collecting e-mail addresses, talking to a decision-maker, etc. either for smaller and medium-sized companies or large organizations.
Have a Script
Once you have your objective in mind, create a small script(s) that will help you achieve your goal. The script is your guide to conduct the first part of your call. It is important to understand and memorize the key points of the script provided to you by your employer. Become familiar enough with it so you need to refer minimally. Modify the script by customizing portions to match your personality as well as your prospects. It doesn’t have to be followed perfectly, it’s just there to remind you what you want to say when you get stuck.
Know Your Customers
Before calling a prospective client, make sure you know how to pronounce the person’s name correctly. If you’re unsure, check with a peer or supervisor, or research the proper pronunciation online. It leaves a bad impression if you are not able to pronounce the name correctly. Send timely information when requested including appointment confirmations.
Provide a Training
There are so many components that go into making effective cold calls and, the right training can significantly enhance the likelihood of success. Begin each shift with a positive attitude and try your best to maintain that attitude throughout the day, even if you get discouraged by the repetitive, monotonous job. If prospects notice a negative tone in your voice, they will lose interest faster. Understand why you’re calling before you call: to the sales prospect it’s all about resolving their issues and gaining key benefits, NOT about your products and services. Work out what will provide value and offer them something useful by putting yourself in their shoes. Then put your message across enthusiastically.
Plan a Call
Plan a call structure that is like a good story, that has an attention-grabbing start, a compelling middle and a great ending. Plan your calls — Know your products, market, competitors, pitch and the issues your company resolves or the opportunities your company creates. Begin your calls strong and maintain that strength throughout the duration of your call. If you start with a lot of energy and enthusiasm, and the call lasts longer than you anticipated, the prospect will recognize that you have moved away from your script and are flying solo.
Get agreement from your prospect to call them back at a later date. Make your follow up calls on time and keep doing so until you know where you stand. Make enough calls to make the ratios work in your favor, but set realistic targets. A good rule of thumb for B2B telemarketing is 100 calls per 7-hour day. If it’s voicemail city, then you should be up in the 140 calls/day bracket. It also enables you to build your warm call-backs and this becomes your sales pipeline. A good percentage of your calls, every day, will be call-backs at times when the prospect is either expecting your call or when contracts are due for renewal. The momentum you build as you go along paves the way for future results.
Have a Conversation
The person on the other end may have questions for you. You should be prepared to talk through any issues or concerns they have. Effective telemarketers sound comfortable and relaxed. They use natural language rather than over-rehearsed lines because prospects don’t respond to scripted calls. Sound professional on the phone with a good speaking voice, pace, and tone. Soften your initial approach to sound more genuinely interested and to have a much better flow in conversation. It’s also important that you display confidence in your subject matter and interest in your interaction until the call ends.
Expertise yourself with Practice
Practice reciting your script or making mock phone calls frequently, whether you’re just starting out or have been on the job recently. In fact, practice your phone calls with a family member/ friend. More than likely, that person will help you relax and speak with more confidence. During these exercises, take note of your tone and energy so you can carry both of those things into your calls with prospects.
Closely study all of the features and benefits of the product or service you’re offering. The prospect may ask questions, and your ability to articulate your answers to those questions can decide whether you are making or losing the sale. Make sure to have all the answers available at any given moment to avoid any risk of losing the prospect. Good systems combined with good data enhance call efficiency.
Overcome the Objections
You need to build some resilience to rejection as it will be a task that becomes increasingly daunting. One must learn to deal with rude responses and move on to the next potential opportunity. Bring some empathy. Let it go, thank the person for taking the time and try again another day. The next prospect has no idea what happened on your last call. So, brush yourself down and start afresh. The best telemarketers probably received the most No’s and they certainly learn to embrace objections. Thus, telemarketing requires a lot of persistence and patience to produce good results.
Handle the Gatekeeper
Company receptionists are often taught to avoid putting calls through to managers or directors and to refuse to give out information over the phone. Here are two strategies for handling the gatekeeper:
- Call before the company is officially open or half an hour after it officially closes as many receptionists only keep the official working hours of the company, but many managers and staff work earlier and later than these hours.
- Call a company and ask to speak to somebody on their helpdesk. Helpdesk staff isn’t trained to keep gates closed, and they’re often only too happy to be helpful.
Tie Everything to Incentive
Some great incentives for telesales people are shift preferences, vacation approvals or parties. Having an incentive scheme is a great way to consistently recognize hard work, and spreading that feeling of appreciation would improve morale and productivity. Encourage them to be proud of their stats and engage the other teams in a playful manner. The productivity boost you get from the teams striving to attain their goals works particularly well in outbound telesales. Rewarding surprise short-term incentives daily/ weekly make an immediate positive impact on morale, as experiences help to create positive memories that are associated with the workplace.
Measure the Right Feedback
Giving your sales team appropriate, motivational targets is an obvious way to boost productivity. The correct metric-based targets are not the easiest to measure and you should only measure the thing that will be reviewed, analyzed and acted on. Finally, it can be valuable to look for and then act on trends rather than one-offs. Encouraging advisors to establish their preferred work schedule has been shown to improve employee morale, increase employee and customer satisfaction, and improve key operational metrics in the call center. Therefore, telesales people should have a way to communicate their preferred work times without prior consent, available times with prior consent, and unavailable times.
If you begin to notice a pattern in the types of questions prospects ask or in their concerns/ objections expressed, note those observations. Later, share them with your telemarketing peers or supervisor so you can work together to find an effective solution for future calls. Asking good questions is such an underrated skill in sales but so vital. The top salespeople diagnose rather than a pitch by utilizing a blend of open and closed questions to demonstrate interest, to yield the information needed, to ensure that the prospect speaks more than them in order to lead them towards further discussion that might convert into a sales opportunity.
Increase Team Contact
To improve the productivity of the workforce, implement a positive strategy of staff engagement. It is developed to optimize the amount of time invested in the employees and the use of leading-edge workforce management technology to increase significantly the team contact with the staff. As a result, one would benefit from enhanced productivity in terms of schedule adherence, conformance, and improvements in employee engagement and customer satisfaction. Internal communication is key in a productive telesales or telemarketing environment. So, make sure teams and individuals have the latest updates on targets and deadlines, and information about deals, so everyone is focused on the same results.
Involving the telesales team in improving productivity can be highly beneficial, as they know better than anybody else is on that job on a day-to-day basis. Salespeople are more aware of the problems, about the system’s performance, and the disjointed processes. Thus, the involvement of the telesales team in realigning processes or mapping out new procedures to improve productivity is essential.