Dwcc - Effective_telemarketing

7/29/2019 Dwcc - Effective_telemarketing

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Effective Telemarketing

Objectives: Introduce the basics in selling.

To develop selling skills over the phone.

Shows the importance of developing skills inasking the right questions to lead a sale


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What is Telemarketing?

Form of direct marketing where a salesperson uses

the telephone as an interactive medium to sell

products.

Most powerful and cost-effective form of marketingavailable today.

Requires immediate response from prospects

compared to other forms of advertising such as

newspaper, billboard or direct mail which can be

ignored.


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7 Key Points of Good Vocal

Qualities

PITCH INFLECTION COURTESY

TONE UNDERSTANDABILITY RATE OF SPEAKING

ENUNCIATION


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5 Key Points to Right Opening

G reet the customer

A ccord customer full attention

Talk in professional and pleasant manner

E stablish rapport

S eek permission to ask questions


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Principles of Powerful Persuasion

(ETHOS)

PRESENTERYour needs &

interests

(PATHOS)

AUDIENCETheir needs &

interests

(LOGOS)

SUBJECTYour programs needs

& accomplishments

PERSUASIONTRIANGLE


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PERSUASIONart of finding the best availablemeans of moving a specific audience in a specific

situation to a specific decision

Ex. The melting of a candle that involves 3 processes:

MELT MOLD HARDEN & IGNITE


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Key to MELTING Resistance: Be honest

Find a common ground

Appreciate what they are

already doing

Give realistic pros and cons

Ask them to make your case

Key to MOLDINGOpinion:Know your Audience

means knowing what

they all commonly want

and like

Key to HARDENand IGNITE: people may feel for you andagree with you, but if you do not act on your behalf, your

presentation fails its purpose


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What is Selling?

Oldest and one of the toughest jobs in the world.

It is people business.

What we do to show people that the product marketed

to them is the best solution to their needs. It is about helping your customer come up with a

solution to their problem.

Creating win-win situation between the seller and the

buyer.


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Basics of Selling

CHECK YOUR ATTITUDEAttitude is CONTAGIOUS. Selling is the transfer of enthusiasm into themind and heart of the customer so be

ENTHUSIASTIC BY BEING UPBEAT!

Be POSITIVE.

Remain OPTIMISTIC in times of distraught. Focus on the PRESENT and FUTURE.


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CHECK YOUR DRIVEOnes performance is always dependent on motivation.Two Motivational Factors:

Intrinsic Motivation a form of motivationinherent or innate to us.

Ex. Developing ones communication skills

Extrinsic Motivation from the external andtangible.

Ex. Incentives, compensation, promotion


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CHECK YOUR CONFIDENCEYou should sound more confident over the phone. Be confident and charismatic, but not arrogant

and vain

Do not just trust yourself, have total belief inyour products.

Trust your capabilities.

Find your self esteem.


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CHECK YOUR LISTENING SKILLSIn the world of sales a good listener can outperform a fasttalker. Do not monopolize the transaction.

Give them time to be heard. Listen to your prospects 90% of the

time.

Do not answer customers question forthe sake of answering.


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DEVELOP YOUR VERBAL AND VOCALSKILLSTelephone is non-visual. Make a good impression through your

voice. Make sure they can hear you.

Speak clearly and loudly enough.


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Buying Process of a Consumer

All consumers go through a buying processwhen making a decision.Steps according to Andre Plessis:

1. Do they really need it?

2. Information gathering.

a. Supply the information necessary to help themmake a decision.


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b. Supply the information necessary to help themmake a decision.

c. Give them reasons to buy from you.

d. Create interest by recommending.

3. Evaluation

4. Purchase


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Buying Signals

Buying signals are words, sounds, and moods that

customers use and manifest to tell you that they

are already interested in some levels.

Questions about then price (How much is it? Do

I get discounts?)

Questions about the delivery (How fast can youdeliver them?)


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Questions about features, options, quality,

guarantees or warranties. Questions about how it works (for how long can I

use it? How do I operate it?)

Questions about the other satisfied customers.

Request for a sample

Objections (I dont have enough money. I dont

like it)

Positive words (Thats great. Thats nice.Really?)


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Sales Presentation

Sales presentation is the most exciting part of thesales process.

T I P S !

Do not be afraid to be excited about your product.

You should stay on task even when you want to be

personable.Use natural dialogue.


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Use friendly and warm words than business formal talk.

Slow down the pace of your presentation whenemphasizing important points.

Learn how to pause for effect.

Use positive words that show confidence anddecisiveness. Absolutely

Yes Thank you

I agree with you that.

I appreciate your point

You have an interesting point there.

I can understand that.

You are right if it happens to me, I feel the same way

I can understand why you would be upset, I probably would too.


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I am not surprised to hear you say that

I completely understand you

Never ask a customer if they are going to place an order. Never say: are you going to place an order? or would you like to

place an order?

One of the most powerful words in selling is YOU.

Use the word I minimally during your salespresentation.

Be decisive. Dont use words like maybe and Ill try.

It helps if you use the phrase take advantage of instead

of the using the word avail.


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Sales are based upon emotions supported by logic.

Adapt your sales presentation to your prospect.

Practice brevity.

It is a bad idea to badmouth your

competitor/competition. Stand up.

Use the Bernard Fake Laugh technique.


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Steps in Making Sale

CourteousGreeting

Build the right impression to the customersupon the onset of the call.

SMILE over the phone

Practice Voice Techniques

C L O S E


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Be relaxed during the sales call.

Things to consider when doing greetings:

Be confident

Be compassionate

Believe in the product/service

Be sincere

Show excitement

Show conviction. But do not intimidate yourcustomer.


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Learn the Need of the customer

Customers call because they need help. Probe for information

Find out what the customer wants

Two kinds of Questions:1. CLOSE-ENDED QUESTIONSanswerable by yes, no,

or a factual answer

2. OPEN-ENDED QUESTIONSrequire a more depthanswer.


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Offer the BenefitsIt is important to uncover the needof your customers in order for us tosell them.

Reasons why people buy: Desire wealth

Desire health

Image, admiration, status

Satisfy desire

Amusement,entertainment

Safety and securityfor self or family


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Perceived usefulness or value

Self improvement

Desire to save time

Key words to remember:Feature characteristic of a product such as size,

color, and functionality that can solve or preventproblems

Benefit what the customer gets from thefeatures in order to fill needs.

Comfort

Potential to be worry free


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SEize the SaleSeize means take hold of a grab. Go ahead.

Rules when closing sale: Close with casual confidence.

Know when to do the closing.

Never interrupt the closing process.

Always pause after you close. Never close the same way twice in the same call.


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Transfer a sense of urgency to your customer intobuying now.

Be prepared to remain silent after asking the closingquestions.

Determine the kinds of closing: ASSUMPTIVE CLOSING you assume agreement,you put yourself in control of the conversation.

Ex:What we will do is send you the product so you canevaluate it. Also, with it comes a guarantee of yourmoney back in 30 days if you are not satisfied.


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The CHECK BACK CLOSE softer and lighterversion of the Assumptive Close

Ex:Ill be sending you the product, for you to test andevaluate for yourself of how it will fair in solving yourproblem. Is that okay?

The CHOICE CLOSEit offer the prospect the choicebetween one thing or another.Ex:My understanding is, you need the product to ease

you of the pain you have been experiencing for many

years now, right.. You can continue having those painsor be relived of them totally when you use this product,which is a better solution for you.


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DO YOU HAVE A PEN CLOSE closing on wrap-upinformation

Ex:Do you have a pen there? Let me give you our tollfree customer service number, should you have anyquestions while going through the program.

FEEL-FREE FOUND CLOSEmaking a close withjust 3 words FEEL-FELT-FOUND statementEx:I understand how you might FEEL that way. A

few people have FELT that way before, but they

FOUND (state benefit, minimize objection, closeaction).


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The IF CLOSE applicable when presenting a conditionto your customer

Ex:If we resolve that issue, will you purchase today? The ALTERNATIVE CHOICE CLOSE done by

presenting options from which the customer can onlychoose

Ex:Would you like blue or red? or Do you want fourpottery mugs or six?

The URGENCY CLOSE this-is-only-available-today

Ex:Why not take advantage of this while I have youon the phone.


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Sales Terminologies

Hardsellis forceful and insistent kind of sellingEx. Infomercials show the price of the product

Softsellis suggestive or persuasive advertisingEx.A customer gets 1 free big bottle of dietary pills if he buys 2bottles of the same pills but the shipping and handling is

introduced


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Cross-sellis a marketing term for the practice of suggestingrelated products or services to a customer who is considering

buying somethingEx. If you offer burger you also offer fries to go with itDownselllessen the price or we lessen the additional offerEx. Improved 10 piece knife set is being downsell to 7 piece knifeset at a lower price3rd Party Upsell come from other companies but areoffered to the customersEx. Main product is a set of bath towels from the Internationalcompany, we offer 3rd party upsell which are 3 magazines fromThe Reader


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Risk Free Trial (30-day money back guarantee) upfrontthere is a charge when signing up to this offer.

Free Trial there is no charge. No money obligations.Warrantywritten assurance that some product or service will

be provided or will certain specificationsGuaranteea pledge that something will happen or thatsomething is true


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Overcoming Objections

TIPS! Do not argue. Resist the tendency to be defensive.

Do not ignore the customers objection.

Listen and understand.

Use the YES technique.

Clarify by restating the objection

Tactfully respond directly to the customer's statement

Ask questions about why they wont buy or what they

dont like about the product


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4 Basic Steps - AOICAcknowledge the Objection

Ex:I understand, I appreciate that, I respect what

you are saying, Thank you for bringing this to us

Isolate the ObjectionIn isolating objections, you can ask close and open ended

questions.


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Reasons that make an objection:MONEY : do not have enough money to buy. Helpcustomers find solutions so that the offer becomes

affordable.

VALUE : do not feel the product is worth the price ordoes not see the value

SKEPTICISM : customer is skeptical about the product,company or purchasing over the phone.


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Offer benefitsRemember customers buy because of the benefits.

Close the saleEnd rebuttal with a question or close the sale.


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Effective Questioning

TIPS! Get information before you give it. (Ex. What problems

do you see in your current situation?)

Use your benefit list to create questions to determine if

those benefits truly are valuable to your customer. (Ex:

will you consider purchasing a product that will help

you lose weight in short period of time without breaking

a sweat?)


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Determine how your customers are meeting their needs

if they dont use the product (Ex. Does your current

exercise machine burn the calories you intend to lose?)Avoid asking questions that will force the customer to

think too much. (Ex: What have you tried in the past to

lose those?)

Quantify the problem whenever possible. (Ex: How oftendoes this happen?)

Ask one question at a time.

After asking, be quiet.


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Activity on Effective Telemarketing

Reading of sample script.

15 mins.

A: Thank you for calling DWC4 my name is Kelly how may I help you?


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A: Thank you for calling DWC4,my name is Kelly how may I help you?

C: I am interested to know more about your offer on pocket PC I saw on TV.

A: Yes, of course, may I have your name please.

C: Adam Jenkins

A: Thank you Adam. First I need to ask a few questions. Do you mind?

C: No. not a problem with that.

A: How often will you be using the item? Is it for personal or business use?

C: For business. I need to work on my projects especially when I travel.

A: Do you think you will be using the net when you work on your projects

while you travel?

C: No, I dont think so.

A: Alright I recommend our prepaid package because there is no monthly


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A: Alright. I recommend our prepaid package because there is no monthly

fee. In the advent youll need it, you can use the card to hook up to the net.

Have you used prepaid cars before?

C: No. Never.

A: that is fine. How soon are you thinking of getting your pocket PC?

C: As soon as possible.

A: you will receive it within 3 days. You should be able start using it the

same day. You can use the net then. Would you me like to arrange that for

you?

C: Yes please.

A: I will have it arranged for you Adam. If you have questions you can call

our customer help line, ok?

C: Yes. Are there any hidden costs?

A: Absolutely not.

C: Ok then. Ill wait for the item within 3 days. Thank you.

Dwcc - Effective_telemarketing

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