For Telemarketers

Always Assume The Sale
By avoiding open-ended questions such as “Would you like/be interested in this?” you will earn more sales. Assumptive statements such as “Would you like me to set you up with a 2 month supply or a 4 month supply today?” sound more confident overall and will help you retain the customer’s interest in the product. Always assume the customer will be buying when pitching your products and you will see higher levels of success.

Avoid “Dead Air”
When setting up an order/looking up information/etc., use transitional phrases to keep the customer engaged. Too many periods of “dead air” in the call, even if brief will make you sound less confident. It can also cause the customer to lose focus on the call itself, making it more difficult to upsell the customer.

Use Courtesy Phrases
Statistically, customers in general are used to poor customer service. Providing great customer service helps to lower the wall of defense they put up when they make a call. Utilizing simple courtesy phrases throughout the entire sales call will impress upon them that you are thankful for their patronage. The benefit of this is that you will not have to work as hard to build up the customer’s trust during the sales pitch.

Overcoming A Tough Greeting From A Customer
When answering a sales call for a product an agent can be confronted with many obstacles at the beginning of a call. Call control is critical in overcoming the tough greeting to lead the conversation away from the question. The best way to overcome a tough greeting, like the price, would be to divert the customer’s attention to their need for the product and the reason they picked up the phone and called in. A statement like this will help: “We are running some fantastic specials today, (Customer name). Which of the symptoms from the show today are you experiencing?” People love to talk about themselves. This gives the agent ammunition to use for rebuttals and takes the customer’s mind off of the price. This will help the agent disarm the customer’s defense wall.

Match The Customer’s Speaking Pace
People speak at the rate in which their brain can comprehend language. If your pace considerably slower than the customer’s, he will think you are not putting in effort, or worse will dismiss what you are saying as uninteresting or unimportant. If your pace is too much faster than the customer’s, he will often interrupt with questions and objections. If you can match your pace more closely to your customer, you will find more success.