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Top Ten Tips For B2B Telemarketing

Top Ten Tips For B2B Telemarketing

Being effective in your B2B telemarketing campaigns all about being ready to address the various issues faced by both your customers and business prospects. Basically, it is all about providing quality customer service for all you call as well as those who call you. While you do need to meet your sales leads targets, you also need to make sure that the other party is happy as well. This is a very important point in ensuring that your B2B appointment setting process will go smoothly. Now, the question here is how you do your job right. Luckily, there are some tips that you can use.

1. Clarify complaints – people complain about the service or products that you offered, you should check the details. Most callers would be saying too many details that the real issue could get muddled.

2. Have confidence – this is a real boost to your performance, one that can be noticed during your call. Believe that you can do the job, and the job can be done.

3. Be positive – no matter how bad the day has gone by, thinking that things will turn out well in the end is important. A little positive outlook can mean a great deal for a person’s morale.

4. Speed up the call handling – time is precious, for both the caller and the called. It is important that you and your B2B lead generation team be made aware of that. No dilly-dallying of calls, go straight to the point, and help your prospects get things done.

5. Have a proactive system of helping prospects – some problems can be anticipated before it happens, so it pays for you and your team to prepare for it before it happens.

6. Plan your seating arrangement – this is especially important in large scale telemarketing operations with shifting work schedules. It would be useful if you can get some automated planning system that will maximise the productivity of our marketing team.

7. Know who you are calling – take note that there are different kinds of customers and potential B2B leads. Once you realise these little details, it would be easier for you to generate more sales leads for your business.

8. Make self-service options easier for users – sure, nothing beats a good marketing call, but you have to make sure that alternative sources of information is readily available in a quick and convenient manner.

9. Hire the right team – telemarketing can be a really stressful and complex job, so in the event that you have to hire people, make sure you hire those who know this business well.

10. Delegate to the right people – you cannot do everything well on your own. In case you have to do business with someone you are not skilled with in handling, leave that job to those who do.

These tips can be really simple, but they all have a strong effect on B2B lead generation campaigns that rely on them. You can follow these tips to, and you will see that this is a good investment.

The Three Telemarketing Mistakes That Companies Can Make

The Three Telemarketing Mistakes That Companies Can Make

 

The Three Telemarketing Mistakes That Companies Can MakeThe thing about telemarketing, and why it gives a lot of grief for countless companies, can be traced to the poor management and planning practices that one often commits in the name of marketing. Really, if you want to generate good sales leads, you have got to know how to do things properly. More often than not, we fall into marketing practices that cause nothing but trouble to us. If anything, we should avoid them. But to do that, we have to first know what can cause our B2B lead generation campaigns to fail. Knowing is winning half the battle, so to speak. It is up to us on how to correct these mistakes.

Let us start with the first error that even veteran appointment setters commit: making assumptions. But what could be even more troublesome for business would be to make a bad assumption. Marketers need to examine data most of the time in order to make sensible marketing plans. The problem here is when we make conclusions based only on an initial set of data. Or, like some marketers do, they skew the data to be obtained in order to get favorable results. That is not a good business practice. Indeed, it can pull you back. So, for you to be more effective as a marketer, be honest. Get all the data that you can possibly get. Only when you have the details should you make a conclusion.

Another error that marketers make lies with the way they plan the campaign. Most marketers today, especially those pressured to hit the numbers, are focused on creating campaigns that drive the sale. That is not a good business move. Business these days is all about establishing a relationship with your customers. And you can only do that by applying yourself in various marketing touch points. You have to be everywhere, in any medium, in order to connect with the most number of people. And instead of spending big bucks on traditional advertising, maybe a little telemarketing survey on the major influencers might be more effective. At least you know who can get to your audience better.

Lastly, despite what others say, nothing beats the original. That is the same thing with marketing. Maybe you got interested with the marketing strategy employed by another company. It was so effective that you wanted to imitate it. While trying to emulate the success of another company in generating B2B leads is not all together bad, you should also know that copying them is inviting problems for your firm. Remember, that strategy worked on them because they are ‘them’, not ‘you. See what happened to Radio Shack when they tried to copy Apple’s branding strategy. It can be that bad, really. As a sensible marketer, why not try tapping into your creative juices and come up with an appointment setting strategy that works well for you?

See? These are the mistakes that you should be avoiding in your telemarketing campaigns. Are there any other bad marketing moves that you can share?

5 details to examine when listening to your own Telemarketing calls

 

Never mind the shame. Never mind the humiliation. Never mind the trauma of reliving hideous calls while other people are listening. Never mind the painful, unbearable horror of hearing your own squeaky voice.

Whatever it takes, you have got to listen to your own calls.

It’s a frightening, sometimes saddening experience at first, and you’re not the only one who’s ever felt that way. But after a while, you’d see how beneficial it is to assess your own performance, and before you know it, you’d be requesting your leader for more call calibration sessions.

But what aspects in particular should you evaluate in your calls?

    1. First impressions – For the nth time, a lot of emphasis is put on the first few seconds of the call. Listen to your opening spiel and assess it objectively. If you were a prospect, what would be your initial thoughts upon hearing your voice? Was the greeting effective? Are you pleasant enough to take the call further? Or do you honestly deserve a bold rejection?

 

    1. Hits and missesWas there a question that wasn’t answered? Was there inaccurate information that was provided? Were there opportunities to probe that weren’t grabbed? On a lighter note, pat yourself on the back for your gems. Which statements elicited positive responses?

 

    1. Tone and choice of words. Now this is a crucial aspect of your calls, since both tone and word choice are personality-based characteristics. These are things you don’t get to change overnight, and would take practice and self-awareness. Did you use unprofessional words? Did you, at any point, sound condescending or arrogant? Did you sound sincere when you needed to?

 

    1. Timing and fluidity. Even the best tone and choice of words become pointless if not timed appropriately. The as-long-as-there’s-no-dead-air rule is a common fallacy; dead air is not necessarily a breakdown of call flow. You’re human – sometimes you have to allow a few seconds for things to sink in or draw out. The more that you pretend to be smooth by going extremely fast like a runaway train, the more fake it would sound.

 

  1. Leaving a mark. How you end the call is just as important as the entire thing. Some telemarketers don’t see the point of sustaining energy up to the last seconds of the call, especially if it ended miserably. Bad calls still deserve a proper burial. And with good calls, make sure you finish them pleasantly not only for you (for getting a lead), but also for them (for getting the chance to talk to an amazing telemarketer like you).

 

The Power Of Effective Telemarketing Surveys

 

The Power Of Effective Telemarketing SurveysWhen you consider how to gauge the latest buying behavior of your target market, and how this can affect your generation of qualified sales leads, there is always some way for you to do that. And it need not have to be that expensive or complicated at all. Sure, you will hear people scoffing at the idea, but conducting a telemarketing survey would be a really smart move on your part. The only question here is whether you are capable of organizing one. We all know just how costly it can be, so many are turning to cheaper methods in ascertaining the real beat of the market.

This is just so sad, since they are missing out on something good.

You see, when it comes to understanding what really runs in the mind of your customers, you really have to ask them directly. Now, you cannot just wait for them to stop by your office before you start your interview. There has to be some other way for you to get information without waiting things out. And there is a way for that: a telemarketing survey. If you think about this carefully, then you would agree that this is a very viable way to study your market, as well as identify factors that can help you generate more B2B leads.  But why should you, as a marketer, consider this option?

First of all, you need to put a human touch on your interactions. True, you need information, but you just cannot pull this out of every randomly chosen customer. You need to have an interview, which is not that hard at all. As long as you have competent telemarketers on the job, then it would be easy.

Second, you need to cut through the data noise. Big data may be all the rage of the marketing game, but, sometimes, you just have to go through things with simplicity. By conducting interviews, and by crafting the right questionnaire, you can go straight at the heart of the matter and get the answers you want. You just have to be patient and inquisitive in that regard.

Third, there is the cost of acquiring the information. Depending on the tools you use, it could be a really expensive or time-consuming affair. Just remember that your business is supposed to be benefiting from your actions, so you should avail of tools or mediums that can get you results fast. The success of your appointment setting campaign may depend on it.

Lastly, there is the skill set involved. Are you the type of person who could handle the analysis of the data your surveys have collected? Do you have the means to interpret the data? Do you have employees who can do that instead? These are just some of the questions that you ought to answer first.

For the final word, there is nothing really wrong if you employ a telemarketing survey to check on your market. Just make sure you organize and manage one properly.

 

Cold Calling doesn’t have to be below zero degrees cold – you could make it “warmer”

Cold calling doesn't have to be below zero degrees cold - you could make it warmer

Okay, time for a reality check: Is there such a thing as a “warm call” in telemarketing?

You see, a call is considered cold when the person you’re calling doesn’t know you and is not expecting your call. So if you’re calling off a list of prospects, that’s equivalent to saying all initial outbound telemarketing calls are generally cold, right? The exception only occurs when:

  1. you’re calling someone you’ve been talking to more than once (such as an established lead or a previous client)
  2. you’re calling someone who knows you through an introduction by a third party (mostly a referral)
  3. you’re calling someone you really know, who just happens to be on your list (pure coincidence)

Outside of these circumstances, you will most likely end up doing cold calling. But just because it uses the word “cold” doesn’t mean you have to be cold as the North Pole. There are ways to make prospects feel they’re talking to a casual friend:

  • “Stalk” your prospect. There’s an online equivalent of physically stalking a person. Google him, or check out his LinkedIn profile. See if he’d written any books or blogs. Find him on Facebook, if you must. Anything relevant that lets them think you really know them. 3 minutes of good research would suffice.
  • Start with a “qualifier”. If you were referred by someone, then you should definitely mention that person’s name. But even without a referral, you could at least say something like, “ We’ve worked with similar businesses within your industry….” This makes you a “qualified” caller and will get them to thinking perhaps you’re worth the time.
  • Detect a need, provide examples. If you’re on the right track, you’re prospect will now respond to your questions and open up regarding business matters. Make sure you catch keywords that manifest a business need, highlight it, and then cite a similar event wherein your company was able to provide a solution for a previous client. It will help them paint a picture of what you’re offering them.
  • Don’t just hear them out; listen. The word ear rhymes with sincere.
  • Make it a habit. When you’ve gotten the hang of this “warm” approach to cold calling, it will eventually become integral to your personality and will lead to better over-the-phone relationships.

First Call Resolution In A Telemarketing Campaign

First Call Resolution In A Telemarketing Campaign

First-call resolution (FCR) is the immortal mantra of inbound marketing campaigns. If you cannot satisfy a customer’s questions on the first call, then your marketing campaign is not doing enough. While this is clearly applicable in the inbound marketing business, will it also apply to outbound lead generation processes? The answer is actually a ‘yes’. You can employ FCR strategies when looking for qualified sales leads.

The premise is actually simple: we want to resolve everything in just one call. This will save everyone the time, money, and effort involved in entertaining each call. The less repeat calls you make on a single person, the more people that can be contacted in a single day. In terms of marketing and appointment setting, qualifying leads with a single call can mean a big thing. But for this set-up to work in a lead generation campaign, you need to have initiative.

It is not bad to follow your sales script, especially if it comes from your client. In fact, you should follow it to the letter. But if you want to do better, then you have to take some initiatives and decide on your own if you should add more qualifying questions during the call. This will require some experience for you to do it right (not to mention a few experimentation), but in the end, this might be just what you need to generate more B2B leads. Such a judgment call may not be that bad to make, you just have to try

 

The Future Of Generating B2B Leads Online

 

We must admit, generating more B2B leads online has become an exercise of necessity. With automation and interactive voice recognition (IVR) being the norm, it does make one wonder if telemarketing is still needed in the lead generation business. Pundits are saying that the internet, with its wealth of information, will make salespeople obsolete. Customers have information right at their fingertips, so they no longer need anyone peddling directly to them anymore.

That could not be further from the truth.

Based on the recent research done by the Acquity Group, more than 95% of business owners looking for new businesses online still prefer having someone on the phone to discuss business with. In other words, a salesperson is still required in the appointment setting process. These potential sales leads still require talking to an actual person, in order to assess the value of a business they wish to work with. This is an important development in the B2B lead generation business.

The explanation is simple, direct consumers only need to read user reviews or company pages before they buy anything, leaving the salesperson out of the loop. Corporate buyers, however, are in a different field. They spend a lot in just one purchase, so they have to think their options carefully. Naturally, they would require someone to walk them through the buying process.

This is an opportunity for you. Just be sure that you remove the aggressive selling part on your lead generation campaign, since this is a turn-off for these prospects.

How To Turn Memes Into An Engine Of Telemarketing

How To Turn Memes Into An Engine Of Telemarketing

What does Rebecca Black, The Grumpy Cat, The Dancing Baby, and Oreos have in common? These are media subjects that have become memes in the online world. Internet memes are, without doubt, powerful enough to capture the fleeting attention of millions of people. And this is the very power that marketers wish to harness in their lead generation efforts. Imagine, a single image grabbing the attention of millions of people (the I Can Haz Cheeseburger meme, for example, garnered half a billion views in one year). Such numbers are an attractive source of sales leads for your business. And if we could use that interest to attract prospects, would that not make our telemarketing efforts easier to do?

So how do you make memes work for your appointment setting campaign?

To start with, you need to be updated with the latest pop culture. After all, memes are the products of popular topics, or probably just any topic that gets the attention of people. Second, you need to examine your own products and service, identifying key characteristics in it that can be meme-worthy. Last point is to be prepared. There are a lot of trending topics that can come up in the internet, and you have to be ready to use them to your advantage. For example, if you are a manufacturer of non-stick frying pans, and a video of an ice skater dancing awkwardly on ice goes viral, you can use that to promote your business and generate B2B leads better. Interested prospects can either click on the link added on your meme, or research more about the source of the meme (basically, it is you).

Just keep alert and let your creative juices working overtime. That will help you with your memes and telemarketing.

Do You Wanna Know a Secret?

Outbound Telemarketing Tips using Song Titles from The Beatles

 

Not counting the unpublished ones, the legendary catalogue of songs by The Beatles contain so many timeless tracks which imprints on world culture can never be faded out. These songs tackle almost all aspects of life, either literally or implied, and are often referenced to by countless writers, speakers and fellow musicians who just want to spread whatever message they have to convey.

Even in outbound telemarketing and lead generation, The Beatles’ songs can serve as a mystical guide to success just by their titles alone; you can create a long-lasting (and easy to remember) mantra for yourself to realize your maximum potential in achieving your sales goals.

Create your own, or take your pick:

Hello, Goodbye – Everything around the communications technology has evolved, but the basic greeting and closing of a phone call remains the same: “hello” and “goodbye” represents both the front and rear ends of a prospective client’s notion towards you as a telemarketer. While a good opening creates positive opportunities, a better ending leaves behind a more long-lasting impression that can be critical for future transactions.

Eight Days a Week – Any endeavor requires dedication. Sales leads don’t just fall down from the skies into your hands. They have to be scouted, qualified, cultivated, nurtured, and most of all, valued. It takes patience and perseverance, and at the end of the day, all efforts – productive or not – will be all worth it.

A Hard Day’s Night – Not all efforts are fruitful, though. There are times when things don’t get rolling, but the important thing is to have a common vision of improvement. After a long day of struggles and difficulties, everyone must take part in knowing what the weaknesses were, and what to do about them.

Let it Be – A professional telemarketer can easily spot the difference between a dead-end prospect and a fruit that’s not yet fully ripened. If things don’t go as planned, there’s no point in pushing things to the limit. Sometimes, you have to let things unfold by themselves so real opportunities can present itself when the right moment comes.

Can’t Buy Me LoveBusiness-to-business telemarketing may sound serious and stern, but still, it all boils down to human relationships. Not everything is measured by how much profit each one would make. It’s also about reputation, integrity, and caring about the clients.

With a Little Help from my Friends – Telemarketing may essentially be a one-on-one conversation, but the entire lead generation campaign is a team game. The collective efforts of the telemarketers, team leaders, quality assurance specialists and researchers bring about the success of any sales operation.

Here Comes the Sun – When the mother ship arrives, don’t twist and shout yet. Everything should not only be about celebrating the success. Find out why you succeeded, and find out how you can improve more. That way you can gain something more important than success: consistency.

There are literally hundreds more in their catalogue that can be learned from. You can use your favorite tunes or explore the unpopular ones. You’d know why their songs are so precious – their messages are universal, certainly not only in outbound telemarketing and lead Generation, but here, there, and everywhere.

Telemarketing Lessons From The NBA Play-offs

 

With all eye focused on the NBA Finals, perhaps this is a good time to also discuss about the implications it has in the future of the game. Not only that, it might be worthy of study, for all aspects of our lives, even business and marketing are no exceptions. To be honest, you might learn a thing or two here that can help manage your lead generation operations. Even if you have to take a page out of sports, if it can help improve your ability in generating more qualified sales leads, then you should do so. Now, what lessons can you glean from this?

First off, you have to consider tactics. Yes, even in a job as regular as appointment setting, you still have to make plans. Just like in a basketball game, you need to know who you are playing against, where you will play your game, as well as the kind of game play that you will display. Convert these concepts into business terms, and you have a fairly good idea where to start.

Secondly, you should also think about your people. Different people have different styles or strengths, so their game might look different. Just make sure that they are all heading to the right direction. For example, if someone is good in telemarketing, then use him to get in touch with prospects on the phone.

Lastly, make sure you deliver. The NBA achieved its current level of popularity because it delivers what basketball fans demand. It is the same way with your business. If you want B2B leads to continue coming in, you need to make sure that you deliver what you promise to those you currently have. This will build up goodwill, as well as create a positive perception of you and your business.

Now, who said you cannot learn anything in basketball, anyway?

3 Branding Mistakes In Lead Generation

 

Branding practically means everything in business. This is the face and soul of your company. Your brand will also influence your effectiveness in lead generation campaigns. It is the first thing that prospective B2B leads will hear from you, and it has to be one that will stick to their minds the most. Of course, in the quest for creating memorable brands, many entrepreneurs often make the mistake of producing catchy names. Later, these turn out to be huge headaches, reducing their ability to effectively generate sales leads from the market. You should not make the same mistake. So, how should you go about it?

  1. Research – you might have come up with a catchy brand, but you may not be the first one. To avoid legal, and costly, arguments with rights owners, you should research the existence of the name. Check the internet or the patent office; see if your brand name is there already.
  2. Applicability – some entrepreneurs create brands that work well in only a small area. If you have plans of expanding, or using broad marketing mediums like telemarketing, it is best that you create a brand that anyone will understand or remember better.
  3. Relatedness – this part may be a bit tricky, but the rule of thumb here is to use a brand that is related to your business. If you insist on doing different, then fine, go ahead, you got nothing to lose. But you have to make sure you can connect your brand to your business properly come appointment setting time.

Simple enough, right? But these are sure to help you avoid lead generation troubles associated with branding.

 

7 Habits Of Successful Telemarketers: No. 7 – They Are Humble Enough

 

If there is also a quality that you have to emulate from successful telemarketing representatives, then it has to be their humility. Even the best among men can make a mistake, but it takes exceptional people to admit that they did. But that is the secret for a successful relationship building with potential B2B leads. It is good to really be knowledgeable about your business, but you cannot really have everything at your fingertips. In case you are lacking, admit to your short-comings and make sure that you get back to your lead generation prospects once you have what they need.

It is not that hard to imagine just how difficult it is to be honest and simply admit that you have made a mistake, or fail to deliver. That is bad news for business. And it is only natural that you would try to deny it or make excuses for it. Now that would be much worse.

Also, it does not really hurt if you ask help from others, especially if those people are much more knowledgeable than you in terms of business and market experience. Yes, you might look stupid at the start, but once you got things right, you will also look right.

Another thing, remember that appointment setting requires some level of negotiations, so be prepared to give some compromises to your prospective sales leads.

True, being humble and really willing to help your prospects can help you be more successful in your lead generation campaign.