Telemarketing Tips

Unfortunately, I did not find this forum until a year after this thread played out, but I wanted to thank the players who volunteered this valuable info. Incredibly helpful to a newbie like me!

Howdy all. I too just found this forum but have found it hard to post from my laptop for some reason, hopefully this one takes. I perused this thread a bit and there were some good points. Just a few of my own to add. Having managed and trained telemarketers for many years I would have to say the one thing that I happen to STRESS in my line of work (Vac sales and getting the appointments to sell them) is rapport. Someone back there said "Thinking on your feet is something that can't be taught" ...............Kinda true (There is, like it or not inherent ability to sell/get the appointment or whatever) but there are definite steps to improve the average persons ability to overcome objections over the phone. If you can get the appointment or sale then you are in great shape and you can correct your team. If not then this should help your organization as a whole anyway. Do this.......Take time (You determine how much you can spare) out of your day and create scenarios. In other words role play with your marketers. Example.......Diane= caller Julie= just got in the door and had a rough day. Then go through the motions. Objections= I don't have time/Just not interested/I don't do things over the phone. There are many scenarios. At the beginning of the day, talk about the objections the night before and openly discuss solutions with everyone else. Get feedback and always end your meeting on a high note. (Such as.......hey as long as you did everything you can do to get that appointment and STILL didn't get it, it's okay. Just give 100% on every call) Now getting back to gaining rapport........how? Well realize that you are limited, in the sense you only have your voice as a tool...........and theirs. The key to getting rapport over the phone is actually taking their mind off of the purpose of the call in the first place. (Sounds weird but go with me on this) Let me give you an example. You're in the middle of your pitch and their baby cries/dog barks/other line rings......whatever. USE IT! "Oh how old is your baby??" ......Awww they are so cute at that age. Mine is about that age too! .........What kind of dog is that? I thought so!! I had one too but he had a clubbed foot. .........Who was that on the other line? WAIT don't tell me, it was a damn telemarketer! Dontcha hate those people?? HAHAHA. The point of getting rapport is this, you aint the only game in town. You have to seperate yourself from the pack. The prospect is more likely to go with you if they like you. We are ALL that way. I would rather do business with a fellow 49er fan than a filthy Rams fan! (I have many friends that are Rams fans but you get the point) It's a commonality that sometimes is the difference. Your script shoult be strong. You should be strong. But rapport is the thing that gets the otherwise fence riders to go "Ah hell, okay" ............And those extra few deals (To borrow a phrase) priceless. Hope I helped.

That did help Vacmag and I hope you will post more on telemarketing. I work with people who are selling their homes and can call on "for sale by owners" whenever I want. I just don't want to as much as I should.

Azbroker

Like previous posts a framework is a good thing to work from. Smiling is very effective as is standing to make the calls. breathing is critical and we breath better upright.

We always base our calls around AIDA, but before we get there we do the following:

Preparation - What to say, where will I make the calls, what do I know about who I'm calling, what is my goal.

Smile before you dial.

Then ask for the person by name - use it two or three times early on introduce yourself, get the prospects attention

Take the curse off of the call - is it OK to speak now (etiquette)?

Generate interest - Lots of people like yourself are using our 'xyz'

Desire - what they're finding is that it does 'benefit' & 'benefit'

Action - when would be the best time to get together so that you can see how this could work for you?

Agree next step. You might not get an appointment but you might arrange to call back at a later date.

Let me add this little tip too. As most of you know, you will actually get more NH's (Not home) than anything. It's a very common mistake to ask for people like this............"Hi may I speak to Mr/Mrs smith?" Answer= "Sorry they're not here right now" I am guilty of this habit as well whenever I answer the phone. If someone says "Can I speak to Mr "VACMAG" haha............I always say "Sorry he's not here can I take a message?" The point being, it's an obvious sales call or more importantly not a personal call and I don't want to deal with it when I am at home. The best way to minimize this response is to always ASSUME you are talking to the owner (Unless of course it's a child) Try this............"Hi Mr Smith?" "Yes" ...............It's an automatic response and it works 10X better. You can then include your greeting afterwards once you know you have the correct person. Hope it helps folks. Close em!

I have read and appreciate your input Marky and Vacmag. Thank you!

Hi there,

I work a database of about 2000 clients and have done for about 2.5 years spending around 20 hours a week on the phone.....

My tips are as follows....

1 Be positive and bold keep your diction clear and be excited about what you are selling.
2 Get your client to talk,let him tell his story,the more he talks the better chance you normally have of him liking you and hence buying from you.
3 Following on from the last...asking OPEN questions not closed....
4 Keep detailed notes about your chats......when you ring back in 6 months and ask about little Johnny s health problem they will warm to you.
5 Take regular breaks for tea/food/relaxation..I do every 30 minutes [a stop for something or other]
6 Be pleasant and up front honest.

hope something in here helps..


kind regards,

UK Paul

Good tips UK Paul. Do you use a sales script in your calls?

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Hi again,

My script is usually based on refinancing them and REDUCING what they are paying. Hence,I am usually using something like "hi its Paul from Lerwicks,I have your file in front of me and I seem to have identified a way of saving you some money on your monthly outgoings.................most of our clients are shrewd enough to take advanatge of this ....................." that sort of thing but it varies each time....

regards,

Paul

The last think a FSBO wants to do is talk to another Realtor. Put an add on craigslist that you are selling your home and I bet you get more calls from Realtors than you do from buyers.

One way around this is team up with a good mortgage broker. Most Real Estate deals fall through because of financing and a good mortgage broker can explain this to the FSBO. Also the mortgage broker does not want to sell the home the job the FSBO is trying to do so the FSBO does not see the Mortgage Broker as compition or even a threat. So the FSBO is more willing to listen to Mortgage broker. Through the weeks of not getting the home sold and most FSBO do the MB can be there to make suggestions and build rapport. Then when the FSBO has decided he can make more money by using a Realtor he will ask someone who he trusts, someone who he has build rapport with, the mortgage broker and the MB can refer his friend the Realtor.

This of coarse will not work for those Realtors who are not big fans of Mortgage Brokers but if you believe that two people working together can generate more business than one person working alone, it can be very effective.

Not only that, the Realtor can also get a new list of buyers looking to purchase a home who did not buy the FSBO.

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