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Added for You - Some Thoughts On Effective Telemarketing
Ok, so now you have just signed-up to start your brand new network marketing business so what do you do to find prospective customers and business partners. The most common answer to that question is to first contact people in your warm market and invite them to take a look at your product and/or opportunity. Unfortunately, that doesn’t always work out as you had in mind. When you first joined your network marketing company you thought that it was great, and just wait until you tell your friends they are going to love it and want to get started right away. Not!Your friends probably looked at you like you were crazy at first because they just didn’t understand what you were talking about. They were thinking, what is a home business, I ha
Responsibility/DMU (Decision Making Unit)
Who should I be talking to regarding the purchase of?
Who else would be involved in such a decision?
Money
When do you believe a budget will be made available for such a purchase/project this year?
What do you envisage that budget to be (i.e. is it realistic).
Is the budget dependent upon anything?
Implementation
When is this purchase required to be completed by?
Is there a particular reason for this timescale? (Are they realistic?)
Competition
Who else are you talking to?
How did you choose them?
Expertise
What are you hoping to achieve? (Is it within our capabilities?)
Commitment<
I’ve always said that selling is the ultimate entrepreneurial career. In which other line of work can an individual dictate their own income adjustments, thus eliminating the need for cost-of-living raises. (I once had a sales manager who used that very line, telling us “I want every person on this team to give themselves a 20% raise this year!”).Even when paid a salary, a salesperson can greatly enhance their value to their company, and even to other companies in their market, by demonstrating an intrinsic value above and beyond others their contemporaries. Because the sales profession generates income for the company, those who do it more efficiently and effectively make themselves valuable not only to their employer, but in an econ
The reality is though, if we have confidence in our products, solutions and services, we owe it to ourselves and to our company to tell as many people as possible. I have always taken the view that if a prospective client rejects my proposal, then they have lost out on dramatically improving their business. A positive and confident mind-set is essential for successful telemarketing and cold calling.
So what are the rules?
Plan & Prepare:
Make sure that you are prepared for the call:-
• Have all the relevant documentation to hand.
• Prepare a ‘script’ including everything you wish to ask. Use bullet points not sentences.
• Familiarise yourself with the “script” - practice, write down your agenda and be direct.
• Keep the opening of the conversation simple, but say something interesting, try using a prime desire statement to “grab” their interest so they’ll want to hear more.
• Explain why you are calling.
• Question - use a variety of questioning techniques i.e. Open, Reflective, Direct, Hypothetical, Exploratory etc.
Set Yourself Goals & Clear Objectives (Primary & Secondary):
Consider - what is the purpose of the telephone call? (aim high but realistic)
• Is it to inform?
• To establish a need?
• To obtain an appointment?
Never attempt to sell your product or services over the phone (unless you are in a telesales role)
Never make a statement you cannot back up.
Remember to Discipline Yourself - Don’t Be Deflected
Ensure That You Have The Right Information:
Never assume that the information you have is correct:
• Confirm you are talking to the right person.
• Confirm they have the authority and not just the title.
Be informed
• Know the industry they operate in.
• Who else have you helped in that industry?
• Tell them.
Reaching The Decision Maker:
Don’t attempt to establish the decision maker and then talk to them in one phone call, if you don’t know who to speak to then that is a call in its own right.
Set yourself a target, say four attempts to get through to the decision maker, if you still are unable to reach them, try a different approach.
When to call: If you keep a call log of all your calls, you’ll soon get to know which are the most productive times to reach the decision maker (e.g. traditionally Monday morning is a poor time to cold call).
Human Barriers: The higher up the organisation you go, then the higher and wider the barriers seem to become, with receptionists, secretaries and personal assistants all seemingly having no other purpose than to stop you getting through to the decision maker.
Try outside the normal office hours. You will avoid the receptionist and may get straight through. Security staff are often a good source for information and they are usually more than willing to show off their knowledge about the company - they also have the time to talk!
As a last resort, send a letter first explaining that you will be calling - therefore the receptionist is “expecting your next call”.
Close With A Commitment - Keep That Commitment:
If the commitment is to an appointment then always confirm in writing but,
- Be Brisk
- Be Polite
- Be Immediate
Some General Tips For Successful Telephone Communication:
- Always dial the number yourself.
- Ask for the contact by name, i.e. “Mr. Smith” please.
- If speaking to his/her secretary you may use the contact’s first name as well.
- If asked who is calling use your full name.
- If asked the name of your company don’t be afraid to give it.
- If asked why you are calling, tell them.
- If they are not available, say you will call back and ask the most convenient time.
- If they are on another call, do not stay on the line.
Telephone Qualification Process:
The following is a list of areas you need to incorporate into your ‘script’ with some suggestions as to how you may find out the answers, however the secret to good telephone communication is to make it yours, i.e. your language, your terminology, that way you will feel confident and this will be apparent to the person you are calling.
Responsibility/DMU (Decision Making Unit)
Who should I be talking to regarding the purchase of?
Who else would be involved in such a decision?
Money
When do you believe a budget will be made available for such a purchase/project this year?
What do you envisage that budget to be (i.e. is it realistic).
Is the budget dependent upon anything?
Implementation
When is this purchase required to be completed by?
Is there a particular reason for this timescale? (Are they realistic?)
Competition
Who else are you talking to?
How did you choose them?
Expertise
What are you hoping to achieve? (Is it within our capabilities?)
Commitment Special Issues in Agreements Involving Outsourcing
The trend towards outsourcing will continue to grow as market pressures force corporations to be more tightly focused on core business functions, gaining competitive advantage and reducing costs. Outsourcing is an attractive alternative in good times and bad times. Shifting back end administrative and business functions to an external provider in good times, may be a means for quicker time to market and focusing resources on core business activities to grow the business. In bad times, outsourcing is a means for streamlining the enterprise by eliminating functions, which create a drag on capital and/or do not provide any competitive advantage.In the current economic environment, concerns over, shrinking margins, liquidity and the
need to red
• Explain why you are calling.
• Question - use a variety of questioning techniques i.e. Open, Reflective, Direct, Hypothetical, Exploratory etc.
Set Yourself Goals & Clear Objectives (Primary & Secondary):
Consider - what is the purpose of the telephone call? (aim high but realistic)
• Is it to inform?
• To establish a need?
• To obtain an appointment?
Never attempt to sell your product or services over the phone (unless you are in a telesales role)
Never make a statement you cannot back up.
Remember to Discipline Yourself - Don’t Be Deflected
Ensure That You Have The Right Information:
Never assume that the information you have is correct:
• Confirm you are talking to the right person.
• Confirm they have the authority and not just the title.
Be informed
• Know the industry they operate in.
• Who else have you helped in that industry?
• Tell them.
Reaching The Decision Maker:
Don’t attempt to establish the decision maker and then talk to them in one phone call, if you don’t know who to speak to then that is a call in its own right.
Set yourself a target, say four attempts to get through to the decision maker, if you still are unable to reach them, try a different approach.
When to call: If you keep a call log of all your calls, you’ll soon get to know which are the most productive times to reach the decision maker (e.g. traditionally Monday morning is a poor time to cold call).
Human Barriers: The higher up the organisation you go, then the higher and wider the barriers seem to become, with receptionists, secretaries and personal assistants all seemingly having no other purpose than to stop you getting through to the decision maker.
Try outside the normal office hours. You will avoid the receptionist and may get straight through. Security staff are often a good source for information and they are usually more than willing to show off their knowledge about the company - they also have the time to talk!
As a last resort, send a letter first explaining that you will be calling - therefore the receptionist is “expecting your next call”.
Close With A Commitment - Keep That Commitment:
If the commitment is to an appointment then always confirm in writing but,
- Be Brisk
- Be Polite
- Be Immediate
Some General Tips For Successful Telephone Communication:
- Always dial the number yourself.
- Ask for the contact by name, i.e. “Mr. Smith” please.
- If speaking to his/her secretary you may use the contact’s first name as well.
- If asked who is calling use your full name.
- If asked the name of your company don’t be afraid to give it.
- If asked why you are calling, tell them.
- If they are not available, say you will call back and ask the most convenient time.
- If they are on another call, do not stay on the line.
Telephone Qualification Process:
The following is a list of areas you need to incorporate into your ‘script’ with some suggestions as to how you may find out the answers, however the secret to good telephone communication is to make it yours, i.e. your language, your terminology, that way you will feel confident and this will be apparent to the person you are calling.
Responsibility/DMU (Decision Making Unit)
Who should I be talking to regarding the purchase of?
Who else would be involved in such a decision?
Money
When do you believe a budget will be made available for such a purchase/project this year?
What do you envisage that budget to be (i.e. is it realistic).
Is the budget dependent upon anything?
Implementation
When is this purchase required to be completed by?
Is there a particular reason for this timescale? (Are they realistic?)
Competition
Who else are you talking to?
How did you choose them?
Expertise
What are you hoping to achieve? (Is it within our capabilities?)
Commitment<
Follow this step-by-step process to write and expose your news.FormatCall it a 'News Release', 'News Bulletin' or 'Announcement'. 'Press Release' sounds like propaganda.Add, 'For immediate use'. This implies urgency. It also allows them some choice on when to run it. If the news is date sensitive state 'for use before' or 'for use after'.Fax or mail? If urgent - fax. But to get noticed mail it. They get a lot of junk mail and junk fax. The fax junk looks too much alike. If you mail it you have a chance to get attention with the colour and feel of the paper. Send it on good quality paper with your logo. That could be your letterhead.Don't address it to 'newsroom' or 'editor'. That's the same as 'occupant'. Instead
• Tell them.
Reaching The Decision Maker:
Don’t attempt to establish the decision maker and then talk to them in one phone call, if you don’t know who to speak to then that is a call in its own right.
Set yourself a target, say four attempts to get through to the decision maker, if you still are unable to reach them, try a different approach.
When to call: If you keep a call log of all your calls, you’ll soon get to know which are the most productive times to reach the decision maker (e.g. traditionally Monday morning is a poor time to cold call).
Human Barriers: The higher up the organisation you go, then the higher and wider the barriers seem to become, with receptionists, secretaries and personal assistants all seemingly having no other purpose than to stop you getting through to the decision maker.
Try outside the normal office hours. You will avoid the receptionist and may get straight through. Security staff are often a good source for information and they are usually more than willing to show off their knowledge about the company - they also have the time to talk!
As a last resort, send a letter first explaining that you will be calling - therefore the receptionist is “expecting your next call”.
Close With A Commitment - Keep That Commitment:
If the commitment is to an appointment then always confirm in writing but,
- Be Brisk
- Be Polite
- Be Immediate
Some General Tips For Successful Telephone Communication:
- Always dial the number yourself.
- Ask for the contact by name, i.e. “Mr. Smith” please.
- If speaking to his/her secretary you may use the contact’s first name as well.
- If asked who is calling use your full name.
- If asked the name of your company don’t be afraid to give it.
- If asked why you are calling, tell them.
- If they are not available, say you will call back and ask the most convenient time.
- If they are on another call, do not stay on the line.
Telephone Qualification Process:
The following is a list of areas you need to incorporate into your ‘script’ with some suggestions as to how you may find out the answers, however the secret to good telephone communication is to make it yours, i.e. your language, your terminology, that way you will feel confident and this will be apparent to the person you are calling.
Responsibility/DMU (Decision Making Unit)
Who should I be talking to regarding the purchase of?
Who else would be involved in such a decision?
Money
When do you believe a budget will be made available for such a purchase/project this year?
What do you envisage that budget to be (i.e. is it realistic).
Is the budget dependent upon anything?
Implementation
When is this purchase required to be completed by?
Is there a particular reason for this timescale? (Are they realistic?)
Competition
Who else are you talking to?
How did you choose them?
Expertise
What are you hoping to achieve? (Is it within our capabilities?)
Commitment<
As of the 8th November 2006, all HSMP applications shall we considered under a new enhanced points criteria system. Work Experience, Significant Achievement, Skilled Partner and GP provisions have been withdrawn from the scheme altogether. They have been replaced by more stringent criteria in relation to academic qualifications, previous earnings, age and previous work and study in the UK.Applicants may be outside the UK and may make an application to enter on this basis. Alternatively, applicants may already be working in the UK - usually on the basis of a Work permit - and may apply to switch their status under the HSMP for the benefit of the far greater flexibility it offers. A number of clients switch to HSMP from a student visa or from
As a last resort, send a letter first explaining that you will be calling - therefore the receptionist is “expecting your next call”.
Close With A Commitment - Keep That Commitment:
If the commitment is to an appointment then always confirm in writing but,
- Be Brisk
- Be Polite
- Be Immediate
Some General Tips For Successful Telephone Communication:
- Always dial the number yourself.
- Ask for the contact by name, i.e. “Mr. Smith” please.
- If speaking to his/her secretary you may use the contact’s first name as well.
- If asked who is calling use your full name.
- If asked the name of your company don’t be afraid to give it.
- If asked why you are calling, tell them.
- If they are not available, say you will call back and ask the most convenient time.
- If they are on another call, do not stay on the line.
Telephone Qualification Process:
The following is a list of areas you need to incorporate into your ‘script’ with some suggestions as to how you may find out the answers, however the secret to good telephone communication is to make it yours, i.e. your language, your terminology, that way you will feel confident and this will be apparent to the person you are calling.
Responsibility/DMU (Decision Making Unit)
Who should I be talking to regarding the purchase of?
Who else would be involved in such a decision?
Money
When do you believe a budget will be made available for such a purchase/project this year?
What do you envisage that budget to be (i.e. is it realistic).
Is the budget dependent upon anything?
Implementation
When is this purchase required to be completed by?
Is there a particular reason for this timescale? (Are they realistic?)
Competition
Who else are you talking to?
How did you choose them?
Expertise
What are you hoping to achieve? (Is it within our capabilities?)
Commitment<
When is my box going to be delivered to me? This is a common question fielded by The UPS Store employees. The fact is that The UPS Store locations have nothing to do with delivering packages. Their role in the UPS system is to facilitate shipping.The local hub facility is responsible for delivering packages to the local area. They receive tractor trailer loads of packages to be sorted and loaded onto trucks throughout the night so that when the drivers come in, they can begin their delivery route.Of course, Air delivery packages have priority. Since they generally have a 10:30 a.m. guaranteed delivery time, these packages have to be delivered first. Since it is easier to find businesses, commercial establishments are the next priority
Responsibility/DMU (Decision Making Unit)
Who should I be talking to regarding the purchase of?
Who else would be involved in such a decision?
Money
When do you believe a budget will be made available for such a purchase/project this year?
What do you envisage that budget to be (i.e. is it realistic).
Is the budget dependent upon anything?
Implementation
When is this purchase required to be completed by?
Is there a particular reason for this timescale? (Are they realistic?)
Competition
Who else are you talking to?
How did you choose them?
Expertise
What are you hoping to achieve? (Is it within our capabilities?)
Commitment
I feel I understand what is required and that we can help, I’d like to discuss your requirements further face to face, would Thursday or Friday next week be suitable?
Some Rules for You to Remember:
Always Smile - It projects a warm personality which is non threatening.
Always Be Enthusiastic - It’s infectious.
Stand Up For The Important Call - You will sound more decisive, more authoritative and it expands the diaphragm.
Always Plan Your Call - Be prepared, know the reaction you are aiming for.
Copyright © 2006 Jonathan Farrington. All rights reserved
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