The bottom line, however, is that a script or script represents the top of the pyramid. It is created based on the best practices and experience of telemarketing managers. Using a script is necessary, but in addition to that, it is necessary to work on all the components of telephone sales, testing the methodology to really get a good working tool.
Moreover, this is not a one-time campaign, work to improve the script must be done constantly.
First, let's define the types of telephone sales .
It seems that the easiest and most pleasant thing is to have office 365 database with “hot” customers who call themselves to order a product. Thank the marketing department for them. The main thing in this conversation is not to get confused and not to lose a ready customer. But who is without sin! Sales mistakes happen all the time.
With “cold” (“warm”, “cold”) customers will have to work hard. They are somewhat familiar with your company, perhaps they have purchased something before or their number was entered into the database when registering, receiving a card or information.
Regardless of the type of potential buyer you are communicating with, the conversation always consists of standard steps that need to be repeated over and over again.
The classic salesperson conversation scenario consists of five sales stages:
Greet, make contact.
Identify needs.
Submit your presentation.
Resolve objections.
Agree on a purchase, place an order.
No matter what you think of yourself, no matter how “big and powerful” you may seem, you will have to go through all the stages from and to, or the customer will “merge” when you don’t expect it at all!
Let's move on to the analysis of each of the points.
Table of Contents [ Hide ]
1. Greet and contact
2. Identify needs
3. Present the product
4. Resolve objections
5. Complete the transaction
1. Greet and contact
It just seems that little depends on this stage. In fact, right now you are tuning in to the customer, catch his wave! You have only 10 seconds to do this, or the conversation may end. During this time, you should have time to go through several steps for the customer:
Make it clear to the person you are speaking to with a corporate greeting what type of company you represent.
Know.
Arouse interest.
From the greeting, a potential buyer should find out the name of the company and the reason for the call.
When you meet, you clarify how to contact the interlocutor, you understand that you are calling where you wanted to.
Arousing interest is the stage of getting the opportunity to present your product or talk about a promotion. With a short question, you stop the person who already wanted to press reset. He should be interested! Your message should be compressed into several sentences. Respect the interlocutor and do not waste his time. Introduce this person, think that your proposal will help solve some problem, and do not blabber just to shoot off. Tell them that you will do it in 5-10 minutes, and if the person cannot talk now, find out when it is more convenient to call back. At this stage, it is important to ask open questions that cannot be answered with monosyllables.
