In-House Call Center Software
There are two types of call center software: in-house software supported by internal call center staff and call center software that is handled remotely. Remote handling of help desk software gives the appearance that help desk calls are handled by your organization when in fact another company is performing all the work.
If your going to manage your own call center software, then you need to fully comprehend the modern call center tasks, together with the business processes. All the strategic plans and the visions that the company has must be in complete agreement with the call center, as well. In certain cases, the directions are expressed in the form of a team charter, which contains all the roles and responsibilities of the call center, together with its mission, core processes and vision.
Whenever considering call center software that will be handled by another organization, make sure that they have a successful history of help desk software installation and implementation. Although it is not difficult to locate a business providing such services, the company interested in taking over call center software responsibilities must make sure that their help desk staff has a firm grasp of the company's products and processes.
Wednesday, June 30, 2010
Monday, June 28, 2010
Voice Broadcasting can be such a great technology
Voice Broadcasting can be such a great technology for so many applications. It has been a popular and growing tool now for many years and for good reason. Imagine being able to deliver a message to large numbers of people without having to pay the cost of tele agents, and having the ability of sending one message to a live pick up vs. a different message to an answering machine. Add to this the marrying of interactive voice technology where a recipient is able to press a number key and be transferred to a live agent, or place an order for a product or service. It is the ultimate technology in terms of cost efficiencies and flexibility for marketers, political consultants, municipalities, collection organizations, and many other entities.
But powerful tools in the hands of fools create a great deal of danger. See Bob Tuttle and Mark Edwards for details. Their firm "The Broadcast Team" (aka TBT) was recently fined $1,000,000 by the FTC and the Department of Justice for violations Telemarketing Sales Rule (TSR) in the course of using "voice broadcasting" to call millions of U.S. consumers using automated dialers and prerecorded messages.
The Federal Trade Commission today announced that Tuttle and Edwards firm was charged with making tens of millions of illegal automated telemarketing calls and they have agreed to pay a $1 million civil penalty under a settlement reached with the agency and the U.S. Department of Justice. They had violated the Telemarketing Sales Rule (TSR) in the course of using "voice broadcasting" to call millions of U.S. consumers using automated dialers and prerecorded messages.
A federal district court action brought by DOJ on behalf of the Commission alleges that the Florida-based telemarketer's automated phone dialing service called and then illegally hung up on more than 64 million people – and called more than a million numbers that were listed on the National Do Not Call (DNC) Registry. Lloyd Gomberg, Senior Vice President of Freedom telework Inc. said “The law is very clear- Even when Voice broadcasting is legally permissible the calling list still must be scrubbed against the FTC and various States Do Not Call Lists.”
Gomberg further noted that Freedom Telework Voice broadcast customers are also advised that it is unlawful to send audio messages to any emergency phone lines. For example, 911 numbers, hospital medical service lines, physicians, health care facilities, poison control centers, fire or law enforcement agencies. Another basic rule according to Gomberg: Do not send unsolicited audio messages to those who will incur charges. For example: beepers, pagers or cell phones unless you have permission.
In the broadcast team case, The FTC's Telemarketing Sales Rule (TSR) was violated in the course of using "voice broadcasting" to call millions of U.S. consumers using automated dialers and prerecorded messages. Many of the numbers TBT called were on the DNC Registry, making the calls themselves unlawful. The FTC also charged that TBT failed to pay for access to the DNC Registry's numbers in numerous instances. TBT had argued that the TSR did not apply to its delivery of prerecorded messages and should not apply to its plans to use prerecorded messages to solicit funds on behalf of a charity. But in a related case pending in the same court, U.S. District Court Judge Anne Conway rejected TBT's legal arguments last April. The court ruled that TBT is a required to comply with the TSR, and that exempting TBT from the TSR's requirements would frustrate the FTC "in achieving its goal of protecting the residential privacy of consumers."
Gomberg said “ This technology is powerful and incisive- just make sure that you consult an attorney and know that you are on firm legal ground before proceeding with a campaign.”
But powerful tools in the hands of fools create a great deal of danger. See Bob Tuttle and Mark Edwards for details. Their firm "The Broadcast Team" (aka TBT) was recently fined $1,000,000 by the FTC and the Department of Justice for violations Telemarketing Sales Rule (TSR) in the course of using "voice broadcasting" to call millions of U.S. consumers using automated dialers and prerecorded messages.
The Federal Trade Commission today announced that Tuttle and Edwards firm was charged with making tens of millions of illegal automated telemarketing calls and they have agreed to pay a $1 million civil penalty under a settlement reached with the agency and the U.S. Department of Justice. They had violated the Telemarketing Sales Rule (TSR) in the course of using "voice broadcasting" to call millions of U.S. consumers using automated dialers and prerecorded messages.
A federal district court action brought by DOJ on behalf of the Commission alleges that the Florida-based telemarketer's automated phone dialing service called and then illegally hung up on more than 64 million people – and called more than a million numbers that were listed on the National Do Not Call (DNC) Registry. Lloyd Gomberg, Senior Vice President of Freedom telework Inc. said “The law is very clear- Even when Voice broadcasting is legally permissible the calling list still must be scrubbed against the FTC and various States Do Not Call Lists.”
Gomberg further noted that Freedom Telework Voice broadcast customers are also advised that it is unlawful to send audio messages to any emergency phone lines. For example, 911 numbers, hospital medical service lines, physicians, health care facilities, poison control centers, fire or law enforcement agencies. Another basic rule according to Gomberg: Do not send unsolicited audio messages to those who will incur charges. For example: beepers, pagers or cell phones unless you have permission.
In the broadcast team case, The FTC's Telemarketing Sales Rule (TSR) was violated in the course of using "voice broadcasting" to call millions of U.S. consumers using automated dialers and prerecorded messages. Many of the numbers TBT called were on the DNC Registry, making the calls themselves unlawful. The FTC also charged that TBT failed to pay for access to the DNC Registry's numbers in numerous instances. TBT had argued that the TSR did not apply to its delivery of prerecorded messages and should not apply to its plans to use prerecorded messages to solicit funds on behalf of a charity. But in a related case pending in the same court, U.S. District Court Judge Anne Conway rejected TBT's legal arguments last April. The court ruled that TBT is a required to comply with the TSR, and that exempting TBT from the TSR's requirements would frustrate the FTC "in achieving its goal of protecting the residential privacy of consumers."
Gomberg said “ This technology is powerful and incisive- just make sure that you consult an attorney and know that you are on firm legal ground before proceeding with a campaign.”
Saturday, June 26, 2010
Telemarketing is not as easy as it looks.
Telemarketing is not as easy as it looks.
Telemarketing involves talking on the phone to someone you do not know and trying to convince them to buy a product, use a service, or sign up for a special offer.
Many times, telemarketers fail because they are not doing the job properly.
Speaking is a skill, and there are techniques that can be applied to speaking that will help anyone become a successful telemarketer.
These are the seven steps to successful telemarketing.
Step #1: Motivation
One of the most important things in telemarketing is motivation. Someone has to want to do the job. The overall motivation will determine how they speak to people. So, successful telemarketers are very motivated to do the job.
Step #2: Product knowledge
In order to successfully speak about a product or a service, the telemarketer must know about the product or the service. Customers will ask questions before they buy or sign up for something, so the telemarketer should be able to answer the questions. Knowing the product or service will help the telemarketer make a successful deal.
Step #3: Know the call format
The telemarketer should have a call format or a call plan. They should know the order of the call: the introduction, the description of the product, the price, the value of the product, how to order, and the closing. Many companies will have a script to follow. A successful telemarketer will know the script and use it to their advantage.
Step #4: Attitude
Attitude is evident on the phone. When someone' happy and excited, those emotions will palatable, even on the hone. Angry, upset, or frustrated telemarketers are usually not successful. So, the successful telemarketer will have a positive attitude while doing their job.
Step #5: Know the customer
A good telemarketer will know the customer. Know when it is a good time to call. Calling during dinner, early in the morning, or late at night will not be successful. If you call at a bad time, ask the customer when a better time to call would be. Know what they are looking for. Do not try to sell them something they are not interested in. This will create hostility. Listen to what the customer has to say. Their comments and input can help you guide the direction of your call. Respect the customer's feelings and comments. Knowing the customer is a successful technique for any telemarketer.
Step #6: Visualise your success
Many telemarketers receive bonuses or rewards for a job well done. A successful telemarketer will visualise his or her success. They set goals and work towards those goals. Having a vision of what you want to get out of this job will help create a successful telemarketer.
Step #7 Enjoy the success
A successful telemarketer will always take the time to enjoy the fruit of their hard work. They will be proud of their successes and will continue to strive for future success.
In conclusion, these seven steps are simple techniques that any telemarketer can immediately apply to be successful.
The way the materials are presented, the attitude, the knowledge, and the motivation are all integral parts of a successful telemarketer.
Here are Some of my Favourite Links
Top Class Air Duct Cleaning
Offshore marketing services The Call Experts
Information aritcles general tips. The Articles Direct
Top Class air Duct Cleaning Brampton
Top Class air Duct Cleaning Ajax
Top Class air Duct Cleaning mississauga
Top Class air Duct Cleaning Toronto
Top Class air Duct Cleaning oakville
creeper1122 blogs
telemarketing how to
wonderful getaways
Latest movies and dramas blog
khan.vicky blogs
Mobile Phones club
Call Center Softwares
Mortgage and Property Blog
creeper0101 blog
O Desk for all information articles
Telemarketing involves talking on the phone to someone you do not know and trying to convince them to buy a product, use a service, or sign up for a special offer.
Many times, telemarketers fail because they are not doing the job properly.
Speaking is a skill, and there are techniques that can be applied to speaking that will help anyone become a successful telemarketer.
These are the seven steps to successful telemarketing.
Step #1: Motivation
One of the most important things in telemarketing is motivation. Someone has to want to do the job. The overall motivation will determine how they speak to people. So, successful telemarketers are very motivated to do the job.
Step #2: Product knowledge
In order to successfully speak about a product or a service, the telemarketer must know about the product or the service. Customers will ask questions before they buy or sign up for something, so the telemarketer should be able to answer the questions. Knowing the product or service will help the telemarketer make a successful deal.
Step #3: Know the call format
The telemarketer should have a call format or a call plan. They should know the order of the call: the introduction, the description of the product, the price, the value of the product, how to order, and the closing. Many companies will have a script to follow. A successful telemarketer will know the script and use it to their advantage.
Step #4: Attitude
Attitude is evident on the phone. When someone' happy and excited, those emotions will palatable, even on the hone. Angry, upset, or frustrated telemarketers are usually not successful. So, the successful telemarketer will have a positive attitude while doing their job.
Step #5: Know the customer
A good telemarketer will know the customer. Know when it is a good time to call. Calling during dinner, early in the morning, or late at night will not be successful. If you call at a bad time, ask the customer when a better time to call would be. Know what they are looking for. Do not try to sell them something they are not interested in. This will create hostility. Listen to what the customer has to say. Their comments and input can help you guide the direction of your call. Respect the customer's feelings and comments. Knowing the customer is a successful technique for any telemarketer.
Step #6: Visualise your success
Many telemarketers receive bonuses or rewards for a job well done. A successful telemarketer will visualise his or her success. They set goals and work towards those goals. Having a vision of what you want to get out of this job will help create a successful telemarketer.
Step #7 Enjoy the success
A successful telemarketer will always take the time to enjoy the fruit of their hard work. They will be proud of their successes and will continue to strive for future success.
In conclusion, these seven steps are simple techniques that any telemarketer can immediately apply to be successful.
The way the materials are presented, the attitude, the knowledge, and the motivation are all integral parts of a successful telemarketer.
Here are Some of my Favourite Links
Top Class Air Duct Cleaning
Offshore marketing services The Call Experts
Information aritcles general tips. The Articles Direct
Top Class air Duct Cleaning Brampton
Top Class air Duct Cleaning Ajax
Top Class air Duct Cleaning mississauga
Top Class air Duct Cleaning Toronto
Top Class air Duct Cleaning oakville
creeper1122 blogs
telemarketing how to
wonderful getaways
Latest movies and dramas blog
khan.vicky blogs
Mobile Phones club
Call Center Softwares
Mortgage and Property Blog
creeper0101 blog
O Desk for all information articles
Wednesday, June 23, 2010
10 marketing don'ts
The don'ts of marketing
Mistake 1: Failing to accurately identify your target markets
Many businesses fail because they try to tackle too many types of customer on a limited marketing budget. Trying to sell to every member of the public is a recipe for disaster. Even companies that have universal demand for their product, such as big soap manufacturers, have specific target markets for each of their products.
Bend over at your peril...
Suggestions on how to avoid this mistake:
Identify those customer groups that are most likely to need/want your product and then go after them.
Develop a profile of your target customer
How much do you need to know about your customers?
Know your market
Tips on how to define your market.
Complete our online training module called 'Target your marketing'.
Target your marketing
This free online training module is for those who need to refine their targets and want to make the best use of limited marketing resources. It also shows you how to carefully select the most lucrative targets for your business. The module is fully funded by New Zealand Trade and Enterprise - which also manages biz.org.nz. [This link goes to the Small Business Company's website.]
Mistake 2: Not doing market research
How do you know if people are going to want your product or service? How do you know how much they will pay? Some suggestions on how to avoid this mistake:
Before committing yourself to a new business, do some market research.
The internet is a good source of published information. You can use chat rooms or forums to get feedback and input without spending any money.
Or you can test the market using surveys or focus groups among members of your target audience. Testing can keep you from making costly mistakes based on false assumptions about your product, service or customers.
Find out more about the importance of market research
Mistake 3: Relying on just one or two marketing tactics
It's only natural to rely on the marketing tactics you're most comfortable with. If you like meeting and talking to new people, you may focus on networking. If you're shy, on the other hand, you might rely solely on direct mail.Relying on one or two marketing tactics is a major marketing mistake because customers invariably need to be exposed to your message in at least three different ways before they’ll consider buying your product or using your service. Suggestion on how to avoid this mistake:
When you’re planning your marketing programme, choose from a variety of tactics.
Other marketing tactics include:
Email marketing
Cold calling
Direct marketing
Mistake 4: Failing to communicate your point of difference
As technology and education continue to improve, the marketplace is getting more and more competitive. Your product or service has to have something special or unique about it so customers will choose it over similar ones provided by your competitors. This is what is known as your ‘point of difference’. However it is no good having a point of difference if your customers don't know what it is, so you should include it in your marketing.
Mistake 5: Using marketing tactics that are not target-specific
The more directly you can reach your target market, the more cost-effective your marketing will be.
For example, if your target market is homemakers, you are wasting your money if you advertise on a radio station whose audience is predominantly students (no matter how good a deal the radio rep says it is). If your target market is lawyers, you are much better off using direct mail or telemarketing than advertising in the newspaper.
Mistake 6: Trying to say too much
People are subjected to more and more information and have less time to absorb it. So it is a mistake to tell people too much in one go. Chances are they will simply switch off and move on to the next piece of information. Suggestion on how to avoid this mistake:
The key is to keep your message simple. Generally speaking, it should be one main thought, fact or idea.
Mistake 7: Not spending enough on marketing and promotion
Marketing and promotion are what stimulate the sales for your business. Therefore it is important to budget for tactics that will enable you to achieve these sales. As a general rule of thumb, you might want to spend between 3 and 6 percent of your projected turnover when you’re starting out; and 1 to 3 percent of your projected turnover if you’ve been in business for two or more years.
Get busy with ya greenbacks
Mistake 8: Marketing only when you have time
Sometimes business owners become so busy servicing existing customers that they neglect to continue marketing to prospective customers. Since customer attrition is inevitable, marketing only during the slow times means that you could end up with periods where you have no customers at all. The familiar result in many service-based businesses is cashflow peaks and troughs.
Mistake 9: Failing to present a professional image
Your business cards, letterheads, invoices, brochures, premise's signage, vehicle signage and uniforms all create an image in your customers’ minds. The more professional they look, the more confident your customers will be that you can satisfy their needs or solve their problems.
If you sell services, rather than tangible products that customers can pick up and examine, then presenting a professional image is even more important. Your brochures and stationery are the only tangible evidence of your professionalism.
Mistake 10: Underestimating the importance of current customers
It is easy to forget about your current customers in the excitement of attracting new customers. This is a big mistake, since studies have shown it costs five times more to win a new customer than to ‘resell’ to an existing one. Suggestion on how to avoid this mistake:
Data: useful for retaining customers
Keep a database of customers and be sure your marketing plan includes tactics aimed at stimulating repeat business from these. If you lose customers, make an effort to get them back.
Mistake 1: Failing to accurately identify your target markets
Many businesses fail because they try to tackle too many types of customer on a limited marketing budget. Trying to sell to every member of the public is a recipe for disaster. Even companies that have universal demand for their product, such as big soap manufacturers, have specific target markets for each of their products.
Bend over at your peril...
Suggestions on how to avoid this mistake:
Identify those customer groups that are most likely to need/want your product and then go after them.
Develop a profile of your target customer
How much do you need to know about your customers?
Know your market
Tips on how to define your market.
Complete our online training module called 'Target your marketing'.
Target your marketing
This free online training module is for those who need to refine their targets and want to make the best use of limited marketing resources. It also shows you how to carefully select the most lucrative targets for your business. The module is fully funded by New Zealand Trade and Enterprise - which also manages biz.org.nz. [This link goes to the Small Business Company's website.]
Mistake 2: Not doing market research
How do you know if people are going to want your product or service? How do you know how much they will pay? Some suggestions on how to avoid this mistake:
Before committing yourself to a new business, do some market research.
The internet is a good source of published information. You can use chat rooms or forums to get feedback and input without spending any money.
Or you can test the market using surveys or focus groups among members of your target audience. Testing can keep you from making costly mistakes based on false assumptions about your product, service or customers.
Find out more about the importance of market research
Mistake 3: Relying on just one or two marketing tactics
It's only natural to rely on the marketing tactics you're most comfortable with. If you like meeting and talking to new people, you may focus on networking. If you're shy, on the other hand, you might rely solely on direct mail.Relying on one or two marketing tactics is a major marketing mistake because customers invariably need to be exposed to your message in at least three different ways before they’ll consider buying your product or using your service. Suggestion on how to avoid this mistake:
When you’re planning your marketing programme, choose from a variety of tactics.
Other marketing tactics include:
Email marketing
Cold calling
Direct marketing
Mistake 4: Failing to communicate your point of difference
As technology and education continue to improve, the marketplace is getting more and more competitive. Your product or service has to have something special or unique about it so customers will choose it over similar ones provided by your competitors. This is what is known as your ‘point of difference’. However it is no good having a point of difference if your customers don't know what it is, so you should include it in your marketing.
Mistake 5: Using marketing tactics that are not target-specific
The more directly you can reach your target market, the more cost-effective your marketing will be.
For example, if your target market is homemakers, you are wasting your money if you advertise on a radio station whose audience is predominantly students (no matter how good a deal the radio rep says it is). If your target market is lawyers, you are much better off using direct mail or telemarketing than advertising in the newspaper.
Mistake 6: Trying to say too much
People are subjected to more and more information and have less time to absorb it. So it is a mistake to tell people too much in one go. Chances are they will simply switch off and move on to the next piece of information. Suggestion on how to avoid this mistake:
The key is to keep your message simple. Generally speaking, it should be one main thought, fact or idea.
Mistake 7: Not spending enough on marketing and promotion
Marketing and promotion are what stimulate the sales for your business. Therefore it is important to budget for tactics that will enable you to achieve these sales. As a general rule of thumb, you might want to spend between 3 and 6 percent of your projected turnover when you’re starting out; and 1 to 3 percent of your projected turnover if you’ve been in business for two or more years.
Get busy with ya greenbacks
Mistake 8: Marketing only when you have time
Sometimes business owners become so busy servicing existing customers that they neglect to continue marketing to prospective customers. Since customer attrition is inevitable, marketing only during the slow times means that you could end up with periods where you have no customers at all. The familiar result in many service-based businesses is cashflow peaks and troughs.
Mistake 9: Failing to present a professional image
Your business cards, letterheads, invoices, brochures, premise's signage, vehicle signage and uniforms all create an image in your customers’ minds. The more professional they look, the more confident your customers will be that you can satisfy their needs or solve their problems.
If you sell services, rather than tangible products that customers can pick up and examine, then presenting a professional image is even more important. Your brochures and stationery are the only tangible evidence of your professionalism.
Mistake 10: Underestimating the importance of current customers
It is easy to forget about your current customers in the excitement of attracting new customers. This is a big mistake, since studies have shown it costs five times more to win a new customer than to ‘resell’ to an existing one. Suggestion on how to avoid this mistake:
Data: useful for retaining customers
Keep a database of customers and be sure your marketing plan includes tactics aimed at stimulating repeat business from these. If you lose customers, make an effort to get them back.
Tuesday, June 22, 2010
On Demand Contact Center Solution
OnDemand Contact Center
Delivered in the Software-as-a-Service (SaaS) model, Contactual allows you to immediately deploy your call center for a low subscription fee with no hardware or software to buy and no implementation or maintenance team to hire.
With the OnDemand Contact Center’s rich feature set you can quickly and easily optimize your operations and immediately realize significant cost-savings that continue over time.
Contactual has been the leader in hosted contact center technology since 2000. Our patented skills based routing algorithm, patent pending Advanced Virtual Tenant Architecture℠ (AVTA), and 6 additional patent pending technologies set us apart. Our commitment to continuous innovation has reinvented the customer contact experience and is something that will continue to benefit our customers and partners for years to come.
You can rest assured that the OnDemand Contact center is extremely reliable; leveraging a fully-redundant infrastructure hosted in top tier data centers.
Delivered in the Software-as-a-Service (SaaS) model, Contactual allows you to immediately deploy your call center for a low subscription fee with no hardware or software to buy and no implementation or maintenance team to hire.
With the OnDemand Contact Center’s rich feature set you can quickly and easily optimize your operations and immediately realize significant cost-savings that continue over time.
Contactual has been the leader in hosted contact center technology since 2000. Our patented skills based routing algorithm, patent pending Advanced Virtual Tenant Architecture℠ (AVTA), and 6 additional patent pending technologies set us apart. Our commitment to continuous innovation has reinvented the customer contact experience and is something that will continue to benefit our customers and partners for years to come.
You can rest assured that the OnDemand Contact center is extremely reliable; leveraging a fully-redundant infrastructure hosted in top tier data centers.
Monday, June 21, 2010
Mekashron call center software
True Call Center Management
Mekashron call center software will allow you to effortlessly control and manage any size of Call Center - everything from unlimited numbers of on-site customer service workers to remote sales reps is catered for. Both locally and remotely, your staff will have everything they need at their fingertips.
Mekashron call center software will allow you to effortlessly control and manage any size of Call Center - everything from unlimited numbers of on-site customer service workers to remote sales reps is catered for. Both locally and remotely, your staff will have everything they need at their fingertips.
Sunday, June 20, 2010
Telemarketing softwares
Acarda Sales Technologies provides a range of call center and telemarketing software products to help maximise your business productivity. Our TeamMax Call Center software is for groups of people engaged in outbound telemarketing, CallAssist is for single user telemarketers and Acarda Messenger is a fully automated auto dialer.
OUTBOUND CALL CENTER
# Manage calling lists in a centralized database
# Manage do not call lists in a centralized database
# Allocate one telephone number at a time to each agent
# Ensure do not call telephone numbers are not called
# Call outcome and detail management
# Automatic demand dialing from each agent’s computer
# Preview dialing option
# Customize agent screens
# Multiple campaigns with their own script
# Performance reporting
# Call management, analysis, statistics
# Low cost hardware requirement
# Many more features
oUTBOUND TELEMARKETING dIALER
* Increase productivity
* Demand dialing at the press of one button
* Fast and accurate, never mis-dials
* Supports multiple campaigns
* Import a list of telephone numbers into a campaign
* Manage do not call lists
* Supports FTC DNC import file format
* Requeue numbers in the call list with one click
* Assign a time to call a number back later
* Record a range of responses to questions you ask
* Ability to play a pre-recorded message to voice mail
* Ability to record the conversation
* Low cost hardware requirement
* Many more features
OUTBOUND CALL CENTER
# Manage calling lists in a centralized database
# Manage do not call lists in a centralized database
# Allocate one telephone number at a time to each agent
# Ensure do not call telephone numbers are not called
# Call outcome and detail management
# Automatic demand dialing from each agent’s computer
# Preview dialing option
# Customize agent screens
# Multiple campaigns with their own script
# Performance reporting
# Call management, analysis, statistics
# Low cost hardware requirement
# Many more features
oUTBOUND TELEMARKETING dIALER
* Increase productivity
* Demand dialing at the press of one button
* Fast and accurate, never mis-dials
* Supports multiple campaigns
* Import a list of telephone numbers into a campaign
* Manage do not call lists
* Supports FTC DNC import file format
* Requeue numbers in the call list with one click
* Assign a time to call a number back later
* Record a range of responses to questions you ask
* Ability to play a pre-recorded message to voice mail
* Ability to record the conversation
* Low cost hardware requirement
* Many more features
Saturday, June 19, 2010
Telemarketing Tips
42 TELESALES TIPS YOU
CAN USE RIGHT NOW TO GET MORE BUSINESS AND AVOID REJECTION
By Art Sobczak
Telemarketing, telesales, cold calling ... whatever you want to call it (and I'll use the terms interchangeably), the professional use of the phone in sales is a process, not a goofy technique or gimmick.
We're going to travel through every part of the professional telesales- telemarketing call, in order, discussing proven tips that can help you right now. Let's go!
PRE-CALL PLANNING
1. Have a primary objective for every telemarketing call, defined as, "What do I want them to DO as a result of this call, and what do I want to do?"
2. Prepare questions for your telesales call using your call objective. Ask yourself, "How can I persuade them to take this action as a result of asking questions, as opposed to talking?" Remember, people believe more
of their ideas than yours.
3. Also have a secondary objective for each telephone sales call...something you'll strive to accomplish, at minimum, every time. Pick something you'll have a reasonably good chance to succeed with, such as, "Getting their
agreement they will accept my literature and place it in their 'Backup Vendor' file." This way, you can enjoy success on every call you place, and that does wonders for your attitude.
BEFORE REACHING THE DECISION MAKER
4. Treat the screener as you would the customer--this person determines whether or not you'll even have a chance to speak with the buyer.
5. Gather as much information as you can from whomever you are able, prior to speaking with your prospect; busy decision makers get bored when they have to answer your basic qualifying questions. Use the "Help" technique: "I hope you can help me. So I'm better prepared when I speak with Ms. Big, there's probably some information you could provide me..."
6. Before cold calls, think of a good reason for needing to speak with the decision maker, and be prepared to sell this to the screener. What they're thinking about you:
"Does this person have anything of interest, or of value for the boss?"
7. If leaving a message on voice mail, or with a screener, be certain it offers a hint of a benefit/result that sparks curiosity, but doesn't
talk about products/services.
INTEREST-CREATING OPENING STATEMENTS
8. The objective of your telemarketing opening is to pique curiosity and interest so that they will willingly and enthusiastically move to the questioning. You must answer, "What's in it for me?" for the listener, or they will immediately begin the getting-rid-of-you process.
9. Don't use goofy, resistance inducing phrases on your telesales call, like, "If I could show you a way to _____, you would, wouldn't you?" The only decision you're looking for in the opening is the one to continue speaking
with you.
10. When cold call prospecting, don't start the call with, "I was just calling people in your area..." People want to feel like they're the only person you're calling... not just one of the masses from a list of compiled names.
11. Use what I call "weasel words" when opening cold prospecting calls: "depending on," "might," "maybe," "perhaps," and "possibly." These are non-threatening words that intimate you might have something of value for them, but you really need to ask questions first. For example, "Depending on what you're now doing in the area of employee benefits, I might have something that could potentially increase the number of options you offer, while possibly decreasing your overall contribution. I'd like to ask you a few questions to see if this is something you'd like more information on."
12. Have something of value to say on every telemarketing call. Particularly those regular calls to existing customers. Avoid, "Just checking in with you to see if you needed anything," and, "Just calling to touch base." These are more nuisance than service. Be certain they're able to say they are better off after your call than they were before it, even if they didn't buy anything. Call with news they'll have an interest in; ideas you've heard from other customers they might be able to take advantage of; mention that you were "thinking of them" and tell them why. One of my printing salesmen called to say he "just came back from a trade show and saw something interesting, and thought I could benefit from it." It's little things like that, that cause customers to say, "She always has something good for me when she calls," as opposed to, "Every time she calls she's just looking for an order."
(For more great ideas, including word-for-word examples, and a fill-in-the-blanks template on creating your own effective opening, also see the Special Report on Developing Interest Creating Opening Statements.)
EFFECTIVE QUESTIONING
13. Get information before you give it. How could you make an effective presentation otherwise?
14. Don't use a "benefit list" to present from. Instead, use it to create questions to determine if those "benefits" truly are of value to your prospects and customers. Some "benefits" could actually be liabilities.
15. Avoid asking go-nowhere questions like, "Is everything going OK?", "What are your needs?", "Are you having any problems now?", "How's service?", and, "What are you looking for in a vendor?" These all force the person to think too much. Instead, get them emotionally involved in seeing and feeling the pain or problem that can be solved with your product/service-especially problems you know they're likely experiencing. For example, "What do you do in situations when you need
parts shipped overnight, but are unable to get them?"
16. Ask one question at a time. That's how many they'll answer at a time.
17. After asking, be quiet. Resist the urge to jump in if they don't answer immediately. Don't be intimidated by silence. They're likely thinking about what they're going to say.
18. After they've finished, count to two (silently, of course). This ensures they're done, plus they might continue with even better information.
19. Be confident in your questioning. One reason reps ramble with questions is that they're not prepared or confident. Prepare
your questions. Role play them-with yourself if necessary.
20. Always know where you'll go with answers. Regardless of the answer.
21. Follow up their answers with related questions. Too often reps work from a rigid list of questions, losing the opportunity to pick up on prospect statements which are just the tip of the iceberg of their real feelings. For example, if a prospect said, "I believe the main reason production isn't higher is a lack of motivation. The best move is to follow up with, "I see. What specific signs of poor motivation have you noticed?", or, simply, "Tell me more." (For lots of other ideas on questioning, and all parts of the call, get How to Sell More, In Less Time, With No Rejection, Using Common Sense Telephone Techniques, Volumes 1 and 2, www.BusinessByPhone.com/HSM.htm)
22. Quantify the problem whenever possible. "How often does that happen?" "How much do you think that is costing you?" "How much
time does that take?"
23. Resist the tendency to present. Some reps get so excited when they hear the slightest hint of an opportunity, that they turn on the spigot of benefits. Hold off, ask a few more questions, get better information, and you're able to craft an even harder-hitting description of benefits, tailored precisely to what they're interested in.
24. Learn more about the decision-making process. There could be many behind-the-scenes influences on the decision. Ask about actual users of your products/services, anyone else who could influence it, who
has to sign off on the ultimate decision or OK the money for it, and perhaps people who would rather not see it happen.
SALES RECOMMENDATIONS
25. You should only talk about your product/service after knowing specifically how it will solve the problem, meet their need, etc. Then you can tailor your remarks specifically and personally for the listener.
26. Get feedback during your discussion of benefits: "Do you feel that would work for you?". "How do you feel that would solve your problem?" Some trainers might tell you that gives the prospect an opportunity to tell you "no." Precisely. And that's good. Because if there's a problem, and they don't see enough value in what you've presented, now is the time to find out.
27. Avoid the question, "Anything else?" when attempting to upsell. Just like when a convenience store clerk asks the same question, the answer is usually, "No." Instead, give them a suggestion, and help them answer. For example, after they agree to buy an item, or a service, say, "Many of our customers who get _____ from us, also find that ____ is also very beneficial for them. What are you now doing/using/buying in that area?"
GETTING COMMITMENT (Closing)
28.This is not the major event in a telemarketing sales call. It's the natural, logical, validation of the professional sales process up to this point. But you still must ask. Commitment must be gained on every contact in order to move the process forward. If there is to be a follow-up contact, and information is to be sent or faxed, there must be commitment on behalf of the prospect regarding that material.
29. Ask large. Think big. Buyers will often move down from a large recommendation, but they rarely move up from a small one. Those who ask the biggest have the largest average order size. Never suggest more than is in the best interest of the customer, but not making a large enough suggestion when appropriate is actually hurting the customer.
30. When in doubt, ask. Do you have a foot-dragger in your follow-up file who is perched squarely on the fence? Ask for a decision! Get some movement. A "no" today is better than one six months and 15 additional calls from now. Move them forward, or move them out.
31. If you're going to schedule a follow up call, get a commitment of some type. Why would you call back otherwise. If they won't commit to doing anything--reviewing your literature and preparing questions, surveying their existing inventory, etc.-they likely have no interest.
ADDRESSING RESISTANCE (Objections)
32. Objections can be avoided by doing everything else correctly up to this point in the call. When they do occur, resist the tendency to attack in defense. You must back up and revisit the questioning stage of the call. The voiced objection is simply a symptom of the real problem. Start by saying, "Let's talk about that."
33. If you have an indecisive prospect, get their mind off the buying decision, and on the problem or pain. For example, "Jan, let's look at this another way. What would happen if you did nothing about the situation? Remember, we detailed the fact you're missing sales opportunities every day. What will that amount to over just the next six months?"
34. Most price objections start in the mind of the salesperson. Many sales reps aren't 100% sold on the value of their product, therefore they're apt to offer price concessions even when the prospect doesn't flat-out ask, or they present price with a shaky tone of voice. Ask the right questions, present the results of what your product/service can do, and state the price boldly. (Also see our Special Report on "How to Never Lose Sales Because of Price Objections, http://www.businessbyphone.com/pricerpt.htm)
35. Avoid Common Objections Mistakes: Using slick, prepared, objection rebuttals that only tell people they're wrong and intensifies the resistance; giving up before attempting to understand the reason behind the problem.
WRAPPING UP AND SETTING THE NEXT ACTION
36. When sending information, samples, demos, etc., know precisely how they'll evaluate the material. How will they know if they like it? What criteria will they use? This way, you'll both be clear as to what would need to happen in order for them to buy.
37. When sending material, prepare them as to what they should look for. Otherwise, they'll get a package of materials and say, "Oh, there's a package of materials," and then toss it on the mountain of other stuff in their office. But, if you tell them to look for the catalog that will be opened to the page with the product they are interested in, and you'll have the three or four models highlighted that are most appropriate for them, there would be a greater likelihood they'd look at it. (Also see Art's free article, "When to Send Literature, And When It's Just a Brush Off."
http://www.businessbyphone.com/literature.htm
38. The success of your follow-up call is directly relational to what you accomplished, and how you ended the previous one. Never say, "I'll send you out some stuff, and we'll go from there." From where? Summarize agreed-to actions by both parties, including what happened, what they're interested in, and what will happen next. And set the agenda for the next call. Makes it so much easier to prepare for the follow-up call, and helps you avoid starting calls with the useless question, "I sent you the material, didja get it?", or "Whatdidja think?" For example, "Ok Pat, I'll send the proposal detailing the quantity price breaks. What you'll do is compare that to what you're getting now, and if we're within 5%, you'll agree to a trial order on our next call, is that right?"
ATTITUDE AND SELF-MOTIVATION
39. You never have to experience rejection again. After all, what is rejection? It's not an experience-it's your definition of the experience. So, ensure that you accomplish something on each call, and you can hold your head high with a sense of achievement. Remember, a decision of any type is better than shadow-chasing someone who will waste your time with wimpy or misleading statements that cause you to believe there's a chance, when, in fact, there's not.
40. A good way to end a call where you don't accomplish your primary objection (and to never experience rejection) is to plant a seed for the future. Give them something to look for, based upon what you uncovered during the call ... something that might just cause them to call you back. For example, "Pat, it looks like we don't have a fit here, today, but I suggest that if you ever find yourself needing an emergency job finished, and don't have the staff to handle it, give us a call. We specialize in those type of projects, and would love to talk to you." Everyone has been surprised by those written-off prospects who later called to order. This is a way to proactively make it happen more often.
41. Imagine every day is the end-of- quota-period day. I've noticed that reps tend to pick up the pace and behave like tornado in a hurricane when they reach the last couple days of a quota period, doing whatever is necessary to squeeze out those last few sales. When you coast, you're going downhill Get focused on a goal, and pursue it with single-minded determination.
42. As a sales professional using the phone as your main method of communication, you perform a function that very few people in the world could do well, or would even want to try. And that's persuading someone to take action and make a decision, based almost solely on the words and ideas that come from your mouth. It's quite an awesome feat when you think about it. And do think about it. It takes a talented individual to be able to do that well. You are that person. Feel proud of what you do, and always strive to get better!
CAN USE RIGHT NOW TO GET MORE BUSINESS AND AVOID REJECTION
By Art Sobczak
Telemarketing, telesales, cold calling ... whatever you want to call it (and I'll use the terms interchangeably), the professional use of the phone in sales is a process, not a goofy technique or gimmick.
We're going to travel through every part of the professional telesales- telemarketing call, in order, discussing proven tips that can help you right now. Let's go!
PRE-CALL PLANNING
1. Have a primary objective for every telemarketing call, defined as, "What do I want them to DO as a result of this call, and what do I want to do?"
2. Prepare questions for your telesales call using your call objective. Ask yourself, "How can I persuade them to take this action as a result of asking questions, as opposed to talking?" Remember, people believe more
of their ideas than yours.
3. Also have a secondary objective for each telephone sales call...something you'll strive to accomplish, at minimum, every time. Pick something you'll have a reasonably good chance to succeed with, such as, "Getting their
agreement they will accept my literature and place it in their 'Backup Vendor' file." This way, you can enjoy success on every call you place, and that does wonders for your attitude.
BEFORE REACHING THE DECISION MAKER
4. Treat the screener as you would the customer--this person determines whether or not you'll even have a chance to speak with the buyer.
5. Gather as much information as you can from whomever you are able, prior to speaking with your prospect; busy decision makers get bored when they have to answer your basic qualifying questions. Use the "Help" technique: "I hope you can help me. So I'm better prepared when I speak with Ms. Big, there's probably some information you could provide me..."
6. Before cold calls, think of a good reason for needing to speak with the decision maker, and be prepared to sell this to the screener. What they're thinking about you:
"Does this person have anything of interest, or of value for the boss?"
7. If leaving a message on voice mail, or with a screener, be certain it offers a hint of a benefit/result that sparks curiosity, but doesn't
talk about products/services.
INTEREST-CREATING OPENING STATEMENTS
8. The objective of your telemarketing opening is to pique curiosity and interest so that they will willingly and enthusiastically move to the questioning. You must answer, "What's in it for me?" for the listener, or they will immediately begin the getting-rid-of-you process.
9. Don't use goofy, resistance inducing phrases on your telesales call, like, "If I could show you a way to _____, you would, wouldn't you?" The only decision you're looking for in the opening is the one to continue speaking
with you.
10. When cold call prospecting, don't start the call with, "I was just calling people in your area..." People want to feel like they're the only person you're calling... not just one of the masses from a list of compiled names.
11. Use what I call "weasel words" when opening cold prospecting calls: "depending on," "might," "maybe," "perhaps," and "possibly." These are non-threatening words that intimate you might have something of value for them, but you really need to ask questions first. For example, "Depending on what you're now doing in the area of employee benefits, I might have something that could potentially increase the number of options you offer, while possibly decreasing your overall contribution. I'd like to ask you a few questions to see if this is something you'd like more information on."
12. Have something of value to say on every telemarketing call. Particularly those regular calls to existing customers. Avoid, "Just checking in with you to see if you needed anything," and, "Just calling to touch base." These are more nuisance than service. Be certain they're able to say they are better off after your call than they were before it, even if they didn't buy anything. Call with news they'll have an interest in; ideas you've heard from other customers they might be able to take advantage of; mention that you were "thinking of them" and tell them why. One of my printing salesmen called to say he "just came back from a trade show and saw something interesting, and thought I could benefit from it." It's little things like that, that cause customers to say, "She always has something good for me when she calls," as opposed to, "Every time she calls she's just looking for an order."
(For more great ideas, including word-for-word examples, and a fill-in-the-blanks template on creating your own effective opening, also see the Special Report on Developing Interest Creating Opening Statements.)
EFFECTIVE QUESTIONING
13. Get information before you give it. How could you make an effective presentation otherwise?
14. Don't use a "benefit list" to present from. Instead, use it to create questions to determine if those "benefits" truly are of value to your prospects and customers. Some "benefits" could actually be liabilities.
15. Avoid asking go-nowhere questions like, "Is everything going OK?", "What are your needs?", "Are you having any problems now?", "How's service?", and, "What are you looking for in a vendor?" These all force the person to think too much. Instead, get them emotionally involved in seeing and feeling the pain or problem that can be solved with your product/service-especially problems you know they're likely experiencing. For example, "What do you do in situations when you need
parts shipped overnight, but are unable to get them?"
16. Ask one question at a time. That's how many they'll answer at a time.
17. After asking, be quiet. Resist the urge to jump in if they don't answer immediately. Don't be intimidated by silence. They're likely thinking about what they're going to say.
18. After they've finished, count to two (silently, of course). This ensures they're done, plus they might continue with even better information.
19. Be confident in your questioning. One reason reps ramble with questions is that they're not prepared or confident. Prepare
your questions. Role play them-with yourself if necessary.
20. Always know where you'll go with answers. Regardless of the answer.
21. Follow up their answers with related questions. Too often reps work from a rigid list of questions, losing the opportunity to pick up on prospect statements which are just the tip of the iceberg of their real feelings. For example, if a prospect said, "I believe the main reason production isn't higher is a lack of motivation. The best move is to follow up with, "I see. What specific signs of poor motivation have you noticed?", or, simply, "Tell me more." (For lots of other ideas on questioning, and all parts of the call, get How to Sell More, In Less Time, With No Rejection, Using Common Sense Telephone Techniques, Volumes 1 and 2, www.BusinessByPhone.com/HSM.htm)
22. Quantify the problem whenever possible. "How often does that happen?" "How much do you think that is costing you?" "How much
time does that take?"
23. Resist the tendency to present. Some reps get so excited when they hear the slightest hint of an opportunity, that they turn on the spigot of benefits. Hold off, ask a few more questions, get better information, and you're able to craft an even harder-hitting description of benefits, tailored precisely to what they're interested in.
24. Learn more about the decision-making process. There could be many behind-the-scenes influences on the decision. Ask about actual users of your products/services, anyone else who could influence it, who
has to sign off on the ultimate decision or OK the money for it, and perhaps people who would rather not see it happen.
SALES RECOMMENDATIONS
25. You should only talk about your product/service after knowing specifically how it will solve the problem, meet their need, etc. Then you can tailor your remarks specifically and personally for the listener.
26. Get feedback during your discussion of benefits: "Do you feel that would work for you?". "How do you feel that would solve your problem?" Some trainers might tell you that gives the prospect an opportunity to tell you "no." Precisely. And that's good. Because if there's a problem, and they don't see enough value in what you've presented, now is the time to find out.
27. Avoid the question, "Anything else?" when attempting to upsell. Just like when a convenience store clerk asks the same question, the answer is usually, "No." Instead, give them a suggestion, and help them answer. For example, after they agree to buy an item, or a service, say, "Many of our customers who get _____ from us, also find that ____ is also very beneficial for them. What are you now doing/using/buying in that area?"
GETTING COMMITMENT (Closing)
28.This is not the major event in a telemarketing sales call. It's the natural, logical, validation of the professional sales process up to this point. But you still must ask. Commitment must be gained on every contact in order to move the process forward. If there is to be a follow-up contact, and information is to be sent or faxed, there must be commitment on behalf of the prospect regarding that material.
29. Ask large. Think big. Buyers will often move down from a large recommendation, but they rarely move up from a small one. Those who ask the biggest have the largest average order size. Never suggest more than is in the best interest of the customer, but not making a large enough suggestion when appropriate is actually hurting the customer.
30. When in doubt, ask. Do you have a foot-dragger in your follow-up file who is perched squarely on the fence? Ask for a decision! Get some movement. A "no" today is better than one six months and 15 additional calls from now. Move them forward, or move them out.
31. If you're going to schedule a follow up call, get a commitment of some type. Why would you call back otherwise. If they won't commit to doing anything--reviewing your literature and preparing questions, surveying their existing inventory, etc.-they likely have no interest.
ADDRESSING RESISTANCE (Objections)
32. Objections can be avoided by doing everything else correctly up to this point in the call. When they do occur, resist the tendency to attack in defense. You must back up and revisit the questioning stage of the call. The voiced objection is simply a symptom of the real problem. Start by saying, "Let's talk about that."
33. If you have an indecisive prospect, get their mind off the buying decision, and on the problem or pain. For example, "Jan, let's look at this another way. What would happen if you did nothing about the situation? Remember, we detailed the fact you're missing sales opportunities every day. What will that amount to over just the next six months?"
34. Most price objections start in the mind of the salesperson. Many sales reps aren't 100% sold on the value of their product, therefore they're apt to offer price concessions even when the prospect doesn't flat-out ask, or they present price with a shaky tone of voice. Ask the right questions, present the results of what your product/service can do, and state the price boldly. (Also see our Special Report on "How to Never Lose Sales Because of Price Objections, http://www.businessbyphone.com/pricerpt.htm)
35. Avoid Common Objections Mistakes: Using slick, prepared, objection rebuttals that only tell people they're wrong and intensifies the resistance; giving up before attempting to understand the reason behind the problem.
WRAPPING UP AND SETTING THE NEXT ACTION
36. When sending information, samples, demos, etc., know precisely how they'll evaluate the material. How will they know if they like it? What criteria will they use? This way, you'll both be clear as to what would need to happen in order for them to buy.
37. When sending material, prepare them as to what they should look for. Otherwise, they'll get a package of materials and say, "Oh, there's a package of materials," and then toss it on the mountain of other stuff in their office. But, if you tell them to look for the catalog that will be opened to the page with the product they are interested in, and you'll have the three or four models highlighted that are most appropriate for them, there would be a greater likelihood they'd look at it. (Also see Art's free article, "When to Send Literature, And When It's Just a Brush Off."
http://www.businessbyphone.com/literature.htm
38. The success of your follow-up call is directly relational to what you accomplished, and how you ended the previous one. Never say, "I'll send you out some stuff, and we'll go from there." From where? Summarize agreed-to actions by both parties, including what happened, what they're interested in, and what will happen next. And set the agenda for the next call. Makes it so much easier to prepare for the follow-up call, and helps you avoid starting calls with the useless question, "I sent you the material, didja get it?", or "Whatdidja think?" For example, "Ok Pat, I'll send the proposal detailing the quantity price breaks. What you'll do is compare that to what you're getting now, and if we're within 5%, you'll agree to a trial order on our next call, is that right?"
ATTITUDE AND SELF-MOTIVATION
39. You never have to experience rejection again. After all, what is rejection? It's not an experience-it's your definition of the experience. So, ensure that you accomplish something on each call, and you can hold your head high with a sense of achievement. Remember, a decision of any type is better than shadow-chasing someone who will waste your time with wimpy or misleading statements that cause you to believe there's a chance, when, in fact, there's not.
40. A good way to end a call where you don't accomplish your primary objection (and to never experience rejection) is to plant a seed for the future. Give them something to look for, based upon what you uncovered during the call ... something that might just cause them to call you back. For example, "Pat, it looks like we don't have a fit here, today, but I suggest that if you ever find yourself needing an emergency job finished, and don't have the staff to handle it, give us a call. We specialize in those type of projects, and would love to talk to you." Everyone has been surprised by those written-off prospects who later called to order. This is a way to proactively make it happen more often.
41. Imagine every day is the end-of- quota-period day. I've noticed that reps tend to pick up the pace and behave like tornado in a hurricane when they reach the last couple days of a quota period, doing whatever is necessary to squeeze out those last few sales. When you coast, you're going downhill Get focused on a goal, and pursue it with single-minded determination.
42. As a sales professional using the phone as your main method of communication, you perform a function that very few people in the world could do well, or would even want to try. And that's persuading someone to take action and make a decision, based almost solely on the words and ideas that come from your mouth. It's quite an awesome feat when you think about it. And do think about it. It takes a talented individual to be able to do that well. You are that person. Feel proud of what you do, and always strive to get better!
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