By Chris De Winter
This concise consultant to a necessary enterprise ability brims with functional suggestion on constructing the fitting method of utilizing the phone to extend promoting effectiveness. quite invaluable to all (tele)sales, name centre and advertising and marketing body of workers, it is going to aid any person, from newcomer to skilled employee, to get the simplest from each name. Chris de iciness, a coaching professional in the telesales and advertising components, comprises Capital financial institution, Castrol Oil, Foden vehicles and HSBC between her consumers. She has additionally written "Selling by way of cell" (Kogan web page, 1998).
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Extra resources for 30 Minutes to Improve Telesales Techniques (30 Minutes)
This open question helps to establish whether the shed is for commercial or private use and whether a larger, stronger or smaller shed would be suitable. By adding the prospect’s name at the end of the question you include a personal touch. Occasionally the prospect may resent questions – he or she may have a preconceived idea of what is needed and through impatience appears gruff. Do not become disconcerted. Explain that you are asking these questions to find out which type of shed would best suit the needs of the prospect, who obviously doesn’t want anything that is unsuitable.
If the answer is ‘No’, then you can ask more questions to find the right need. If the answer is ‘Yes’, then you have arrived at the selling stage and now have the opportunity to tell the prospect what’s available. Avoid phrases like ‘I advise’ or ‘I recommend’ as your personal feelings are irrelevant and there is a real danger this could backfire on you if subsequently the product doesn’t fulfil the requirements – you will be blamed. Better to demonstrate the merits and suitability by giving examples of customers or other situations where this has been successfully applied.
We all use negative words and phrases like ‘I think’, ‘maybe’, ‘could’, etc. In isolation they can be very dangerous. Imagine if, having been asked your opinion, you tell a customer that ‘It may work for you’. Occasionally you have to use negative words. If delivery is scheduled for Thursday but the client would prefer to receive the order by Wednesday afternoon, you can’t guarantee it, but you can use positive phraseology to help – ‘I’ll try to get this to you by Wednesday by putting in a special request with the driver.
30 Minutes to Improve Telesales Techniques (30 Minutes) by Chris De Winter