Telemarketing 101 in Australia: Maintaining Pleasantness throughout the Call

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If you look at it from a business owner’s understanding and point of view, there are many ways you can work on to improve their company’s telemarketing campaign. However, there is no single sure-fire way of achieving improvement of the campaign as a whole.

They must be able and willing to experiment and apply several tactics simultaneously to help the campaign and improve the chances of boosting their revenue after they get their ROI. Most importantly, a telemarketer needs to know how to be a pleasant conversationalist.

Why is that?

Well, if you’re able to keep pleasant all throughout your conversation with a potential customer, you will be able to keep his interest and establish a connection with him. That connection would be crucial when you call him back to seal the deal finally.

Here are some helpful tips on how you can keep pleasant all throughout your telemarketing call:

#1: Keep the tone of your voice professional yet friendly.

#1: Keep the tone of your voice professional yet friendly.

For those who have been delivering the same spiels over and over again for a significant amount of time, they tend to forget that they are talking to people with feelings, not robots. Eventually, even they sound mechanic and obvious that they are only reading everything they are saying and people on the other end can easily pick that up. This will even decrease your chances of getting them interested on staying on the line to discuss whatever it is you have to offer them. They may decline abruptly or simply hang up on you.

That’s a no no! Learn your lessons from Samantha West, a robot telemarketer who insisted that she is a human.

#2: Take time to create a great spiel.

#2: Take time to create a great spiel.

As much as possible, you should try to list down the points you want to raise to your audience. Just the points will do, as these will help you deliver the spiels through your own words. Doing so adds a personal touch to your message, and that will transmit to the person on the end of the line.

Related: The Parts of the Best Events Telemarketing Script

 

#3: Know how to treat a customer.

#3: Know how to treat a customer.

This implies that the customers are the boss because what they pay for the service provided becomes the source of income for the company. Customer service is a service-oriented job that responds to the customers’ need. It can only be possible once the right communication line is established with the customers to determine what they exactly want.

Related: The Three-Step Guide to Better Customer Retention in Singapore

 

#4: Listen to what customers say and do not say.

#4: Listen to what customers say and do not say.

Take note to identify the customer needs through every word, gestures, and tone they use to ascertain what they want or how they feel. Avoid making presumptions so as not to pre-empt or make speculations. Customers can appreciate it more if they know they are dealing with a good listener who devotes undivided attention to their case. Making the best impression during your initial calls and surely reaps the fruit at the end.

 

#5: Anticipate the customer’s needs.

#5: Anticipate the customer’s needs.

Customers do not really care about the products or services. They pay to alleviate their feelings and find assurance that everything will turn out well. Most customers look for a venue for emotional release than deal with the technical or logical explanations. The more a customer reveals about what he feels, the more chances of being able to anticipate their requirements. It is best to maintain communication to be updated with their problems or future needs.

Related: Building a Solid Understanding on IT industry Before Generating Leads

 

 

#6: Pamper the customer’s feelings.

#6: Pamper the customer’s feelings.

Treat each customer as a unique case with unique needs. Be personal in dealing with them by calling them in their name to provide an impression of sincerity. Make them feel they are appreciated by complimenting them in whatever ways deemed appropriate and always remember to thank them for every chance of serving them. Customers can be very sensitive whether or not they are being cared about.

Remember, a well nurtured leads have high chances of sales conversion.

#7: Be willing to help.

#7: Be willing to help.

Know the importance of saying “Yes” and devise ways afterwards to help the customers. Assure them their request can be accomplished as long as it is within reasonable limit. Never commit without doing anything to fulfill it.

 

#8: Have the dignity to apologize.

#8: Have the dignity to apologize.

The customer appreciates when a customer service company sincerely apologizes if something goes awry. Let the clients know about the problem at its onset to avoid complicating issues. The customers may not always be right, but certainly, they must always win. There may be confrontations, but their complaints are revelations to help the company improve. Even if customers initially feel bad, a customer service employee who humbles himself to apologize can make them feel better.

Keep all these things in mind and you are sure to keep a steady stream of satisfied customers by your side through your telemarketing efforts.

 

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