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There are two major categories of telemarketing: Business-to-Business and Business-to-Consumer.
Within these two categories are two other broad divisions: Lead Generation, where the objective is to obtain information and Sales, where the object is to get someone to buy something.
Within these two categories, there are two other broad categories: Outbound and Inbound. Outbound telemarketing efforts are proactive, with the marketing person making phone calls to prospects or existing customers. Inbound telemarketing efforts are reactive, where the agent processes requests for information or takes orders. The demand is generally created by advertising, publicity or the efforts of outside salespeople.
Types of calls are often divided into outbound and inbound calls. Inbound calls are calls that are made by the consumer to obtain information, report a malfunction, or ask for help. These calls are substantially different from outbound calls, where agents place calls to potential customers mostly with intentions of selling or service to the individual.
There are many standard traffic measurements that can be performed on a call centre to determine its performance levels. However, the most important performance measures are:
* The average delay a telemarketing operator may experience whilst waiting in a queue
* The mean conversation time of the telemarketer, otherwise referred to as Average Talk Time
* The mean dealing time, otherwise referred to as Average Handling Time
* The percentage of calls answered within a determined time frame
* The percentage of calls which completely resolve the customer's issue (if the customer does not call back about the same problem for a certain period of time, it is considered a successful resolution).
28
Comments
Published by Adrian
on Monday, May 29, 2006 at 4:48 AM.
Within these two categories are two other broad divisions: Lead Generation, where the objective is to obtain information and Sales, where the object is to get someone to buy something.
Within these two categories, there are two other broad categories: Outbound and Inbound. Outbound telemarketing efforts are proactive, with the marketing person making phone calls to prospects or existing customers. Inbound telemarketing efforts are reactive, where the agent processes requests for information or takes orders. The demand is generally created by advertising, publicity or the efforts of outside salespeople.
Types of calls are often divided into outbound and inbound calls. Inbound calls are calls that are made by the consumer to obtain information, report a malfunction, or ask for help. These calls are substantially different from outbound calls, where agents place calls to potential customers mostly with intentions of selling or service to the individual.
There are many standard traffic measurements that can be performed on a call centre to determine its performance levels. However, the most important performance measures are:
* The average delay a telemarketing operator may experience whilst waiting in a queue
* The mean conversation time of the telemarketer, otherwise referred to as Average Talk Time
* The mean dealing time, otherwise referred to as Average Handling Time
* The percentage of calls answered within a determined time frame
* The percentage of calls which completely resolve the customer's issue (if the customer does not call back about the same problem for a certain period of time, it is considered a successful resolution).
As a young telemarketing sales representative in my company every time I made a phone call to one of our potential clients I was full of fear. If you work in telemarketing sales you know what I mean. The phone rings, the client answers, and before you could speak more than five seconds you hear the cursed four words: “I AM NOT INTERESTED”. First thing I learned before being a good phone seller was dealing those objections.
The most important thing you have to know about objections in phone sales, telemarketing or anywhere else is that THERE ARE NO OBJECTIONS. Objections don’t exist. They are only in your mind. So called objections are just steps you have to climb to reach the agreement. Picture in your mind that situation: you speak with someone about a business opportunity and try to explain advantages for involving in it, and suddenly the words you hear coming out of his mouth are :”I don’t think is a good deal”, or “I don’t want to spent my money”, or “I am not interested” Objections, You say. Part of the Telemarketing Game, I say! In fact..if you meet objections is GOOD. That means your listener thinks about your proposal, but is not convinced. So…give him more honey.
Go there. Provide good telemarketing services.
Close the guy. Rememember the ABC Rule: Always be Closing.
62
Comments
Published by Adrian
on at 4:36 AM.
The most important thing you have to know about objections in phone sales, telemarketing or anywhere else is that THERE ARE NO OBJECTIONS. Objections don’t exist. They are only in your mind. So called objections are just steps you have to climb to reach the agreement. Picture in your mind that situation: you speak with someone about a business opportunity and try to explain advantages for involving in it, and suddenly the words you hear coming out of his mouth are :”I don’t think is a good deal”, or “I don’t want to spent my money”, or “I am not interested” Objections, You say. Part of the Telemarketing Game, I say! In fact..if you meet objections is GOOD. That means your listener thinks about your proposal, but is not convinced. So…give him more honey.
Go there. Provide good telemarketing services.
Close the guy. Rememember the ABC Rule: Always be Closing.
When developing a personal telemarketing sales presentation, you should include the following fundamental principles.
Introduce yourself in a polite and business like manner. You provide good telemarketing Services.
Always control the conversation by the professional use of well thought out questions, some of which will be based on information gleaned in the reconnaissance stage
Avoid being the one that is doing the “talking”
Always move in the direction of “when” the meeting will be held rather than “if” it will be held
When asking for the prospect to agree to a meeting, always offer them the choice of two alternative times, rather than suggesting only one which gives them more chance of saying “no”
Never simply say “I would like to come out and see you when would be a good time?” Something more like “I have a need to be near your office on Thursday around lunch time would it be more convenient to get a few minutes with you just before or just after that, could I suggest 11.30 or would 1.15 be more convenient?”
Remember people “buy” benefits. Have some of your relevant benefits at the ready if you need them.
When a prospect says no to an appointment they are really saying “you haven’t convinced me I should make the time available. To overcome this situation you should build into your presentation more reasons for them to say “yes” than “no”
Also it is a proven fact most people say “no” out of habit. Why not?, it gets rid of most salespeople they didn’t think they needed to see.
4
Comments
Published by Adrian
on at 4:19 AM.
Introduce yourself in a polite and business like manner. You provide good telemarketing Services.
Always control the conversation by the professional use of well thought out questions, some of which will be based on information gleaned in the reconnaissance stage
Avoid being the one that is doing the “talking”
Always move in the direction of “when” the meeting will be held rather than “if” it will be held
When asking for the prospect to agree to a meeting, always offer them the choice of two alternative times, rather than suggesting only one which gives them more chance of saying “no”
Never simply say “I would like to come out and see you when would be a good time?” Something more like “I have a need to be near your office on Thursday around lunch time would it be more convenient to get a few minutes with you just before or just after that, could I suggest 11.30 or would 1.15 be more convenient?”
Remember people “buy” benefits. Have some of your relevant benefits at the ready if you need them.
When a prospect says no to an appointment they are really saying “you haven’t convinced me I should make the time available. To overcome this situation you should build into your presentation more reasons for them to say “yes” than “no”
Also it is a proven fact most people say “no” out of habit. Why not?, it gets rid of most salespeople they didn’t think they needed to see.
