Telemarketing Strategies
Copyright, 1996 Dale Carnegie & Associates, Inc.
Is Telemarketing more effective than canvassing?
In an average 4 hour telephone blitz you can reach 60 to 80 companies.
In an average 4 hour canvassing blitz you can reach 15 to 20 companies. The best use of the phone is to reach more contacts. The best use of canvassing is to find new companies and to get an idea of ones you already knew about.
Why Telemarket? Lets do the math...
ITS CALLED
The Law of THIRDS
300 phone calls = 100 contacts. 100 contacts = 30 new suspects.
30 suspects = 10 new appointments.
10 appointments = 3 solid prospects.
3 Solid prospects = 1 SALE!
So how much $ do you want?
$3,000 in commissions requires approximately $30,000 in revenue.
$30,000 in revenue requires 3 sales.
3 sales requires 10 prospects.
10 prospects requires 30 appointments.
30 appointments require 300 phone calls
300 phone calls requires 14 calls per day.. EVERY DAY!
Dont give up!
80% of all sales are made after the 5th sales call. 48% of the sales people give up after the first attempt. 25% more give up after the second attempt. 12% more will give up after the 3 attempt.
5% more will give up after the 4 attempt.
ONLY 10% OF ALL SALES PEOPLE WILL
COMPETE FOR THE BUSINESS!
Work S.M.A.R.T.
S et reachable goals M anage your time
A void interruptions
R ecord your activity T rack your progress
The hardest thing about telemarketing is overcoming call reluctance. If you schedule your telemarketing time like a valuable appointment it becomes much easier.
You cant tell the players without a scorecard.
The Gatekeeper.
The influencer.
The Decision Maker
Tips to Telemarketing
Be prepared and brief. Set short term goals. Give as little information as possible. Dont be defensive. Use reference selling. Give the purpose for your call. Speak 1/3 slower than normal speech. Smile.
Never give them an easy out.
Choose your words.
The GATEKEEPER
(Otherwise known as the receptionist)
Their job is to find Give them what they out: want: - Who you are - Who you represent - if what you want is important enough to give you what YOU want. ] - State your name - State your company - Tell her what you want
- Ask to be put through
Gatekeeper Script
Hello, my name is (___________) Im with (__________). The purpose of my call is to find out who at your company I responsible for acquiring your office equipment. Could you tell me who that is please? (get full name and spelling)
IS HE/SHE IN?
WILL YOU PUT ME THROUGH?
Tips for working with the Gatekeeper
Little or no authority but tremendous power.
Building rapport is critical Do not play games.
Asking for their help is a good scheme.
Avoid them if necessary
Be friendly but firm.
SMILE!
The Influencer
(Masquerading as the Decision Maker)
Similar to the Gatekeepers script Speak slowly
Be precise
Close for the appointment Overcome the objection Close for the appointment Get an appointment or get the information
Influencers Script
Hello, my name is (_______) I am with (________) The purpose of my call is to set an appointment with the person who makes the decisions regarding your office equipment. IS THAT YOU? (wait for response) Id like the opportunity to introduce myself, my company, our products and services in hopes of being able to bid for your future business. Are mornings or afternoons usually better for you?
Handling Objections
Tips: Steps:
Be relaxed, objections Pause after the are natural objection Dont be defensive Listen carefully Work on a positive attitude Ask questions Smile! Get clarification
The BIG 6 objections
Im way too busy
Im not interested
We have no needs right now
Youd be wasting your time
I already have one
Send me some information
Im WAY too busy
Have I called at a bad time? When would be a better time?
I understand, should I call back this afternoon? I know how you feel, my schedule is very tight too. Should Ill call you tomorrow or is the day after better? Are mornings or afternoons better for you?
Im not interested
I understand how you feel, I wouldnt expect you to be interested in something you knew little about, thats exactly why we need to meet! What exactly arent you interested in?
You owe it to yourself to see what we have to offer.
We dont have any needs
You may be right! However many of the people I meet with find the solutions we offer fill need they didnt even know existed!
With the dawning of a new age of digital equipment the advances in productivity alone are worth investing 15 minutes of your time to see what we can offer you.
Youd be wasting your time
Im glad you value your time, I wouldnt waste a minute of it. If after 10 minutes you dont agree that we have something to talk about, well shake hands and part friends. Our products are designed especially to save you time.thats precisely why we need to meet.
I already have one
Excellent, then you know what kind of an impact they can have in your office. Thats exactly why we need to meet. If your like most of the people I meet with they have no idea of the kinds of applications that are available with todays newer technology.
Send me some information
Excellent idea! So that the information I send you will be of some value, what kind of equipment are you currently using?
What information specifically were you interested in?
Some people use that old stand by just to get off the phone, I know your not one of those, so what did you want me to send you?
Tricks of the trade
I can hold while you check.
(Or Key phrases to answer objections)
Im sure you get hundreds of calls just like mine Im just trying to earn the right to your future business. What specifically did you want Tell me more about that Are mornings or afternoons usually better for you? Oh, just one more thing.
