Something a bit different on telemarketing this month.
I thought you might enjoy this little song on www.youtube.com that my hip-hop singing son and I created. It covers all the essential ingredients of a good telephone sales call. Many people around the globe are using it to start their day. I hope you will too. Please Click the “Like” Button if you like it. http://www.youtube.com/watch?v=4XtknVem1B8
If you recognise the voice of the famous hip hop singer in the telemarketing song email me to tell me on
If you have been reading my tips for a while, you will know the importance of having an interest grabbing opening on a cold call – i.e; one sentence that will make the customer want to hear more from you. So it’s not:-
“This is Sally Smith from XYZ Computer Services. I would like to tell you what our company does.” or “I’m Simon from XYZ IT. We do computer hardware and software and I wondered if you would like some information on this?”
It must be a sentence with a major benefit to the customer, i.e. the results the prospect might gain from using your services. For example, this opening would have more interest:-
“This is Sally Smith from XYZ Computer Services. We can offer you a service which guarantees your computers will never be out of action for more than 24 hours if they go wrong.” (The aim is to create curiosity.)
More Ways to Open The Call
Wow, what a way to make a customer feel special. I have just been on my DREAM ski holiday to Heavenly Valley, Lake Tahoe, USA, where I truly experienced “heaven” – powder snow, sunshine and gorgeous views.
Maybe part of the success of the holiday was due to the fact that every time I walked into the hotel, Aston Lakeland Village Inn, a gentleman called Scott raced out with flair from behind reception to grab my skis off me, put them away and then he offered to help me take off those heavy ski boots. Wow, now that was service! Not only that, every time I went in and out past reception, he had something to chat about and engage me. When I think about it, he really made me feel at home in this accommodation. Nothing was too much trouble. What he did was not his brief. He just did it for love of his job. His reception would be the reason I would go back to that hotel again and again. He made me feel valued, he made me feel special and I will never forget that.
SO, WHAT ARE YOU DOING TO MAKE SURE YOUR CLIENTS FEEL VALUED AND SPECIAL? IT WILL MAKE ALL THE DIFFERENCE TO WHETHER THEY COME BACK TO YOU FOR REPEAT BUSINESS OR NOT. PLEASE MAKE YOUR INTERACTIONS WITH THEM MEMORABLE IN A GOOD WAY LIKE SCOTT.
United Airlines, however, did everything but make me feel special.
I am constantly on the look-out for little things that can get you a better response from your customer when selling and was reminded of a couple of things at my in-house trainings recently.
1. Change “Why” questions to “How” questions whenever you can
Sometimes “why” makes prospects feel defensive and it can sound interrogating or demanding when you don’t have the right tone in your voice. You can also increase the amount of information you get from your customer if you begin your questions with “how”. “How” sounds less challenging too.
Salesperson: “Why did you buy from Pilkingtons?”
Could be changed to:
Salesperson: “How did you make a decision to purchase from Pilkingtons?”
Salesperson: “Why aren’t you interested?”
Could be changed to:
Salesperson: “How specifically could we make this of more interest to you?”
2. Avoid using the word “BUT” to counter an objection
I often think that telemarketing and telephone sales is the best personal development training tool in the world. It teaches you to set goals which enables you to focus on getting what you want, how to handle rejection which helps with any knock backs you get in life later on, to exercise self discipline by doing the most important thing (the calls) even when you may not feel like it and to celebrate when you achieve success.
I can think of several people I worked with when working as a seminar promoter making 100 calls a day to promote Anthony Robbins and Tom Hopkins. They, like me, are all running their own successful businesses today. Making those calls was just the best training ground ever and really built our characters.