Telephone Sales and Company’s Growth Relation & What a Growth Hacker Needs to Know
“You can never learn Sales by reading books and watching videos, you can only get motivated by that.. To learn Sales (telesales) dial 300+ calls daily and (direct field sales) meet at-least 5 clients daily…
Only customers can teach u sales!”
Telephone Sales or Telesales is one of the integral part in any company, because there are a lot of business, which deals with the business nature, where telesales matter the most. Just for an example, bank loans, credit card sales, loan recovering, credit card bill recovery and many more.
As a Growth hacker or digital marketer, it is very important to understand fundamental and advanced concept behind the telesales or telephone sales. In this article we’ll let you know that how you can make your telesales team more effective.
As a Growth hacker or Growth consultant, it could be very obvious that organization’s executive wants you to improve the sales. And it’s not your primary area of expertise and you’re not there for the same, but if you have some time after your growth, activities, then there is nothing bad to get your hands dirty with the sales, right?
After all we are Growth Hacker, because we never settle and if there is chance to get sales in hand, then we’re more than ready for that, right?
And if you’re working for a company, where telesales exist, and then you have to interact with the sales people to understand the problem of users, difficulties in sales and expectation of acquired users.
Meet, it’s “Telesales”
Sales at personal meetings are losing their relevance, now they are becoming less and less – people are busy with their own business and do not want to waste time on shopping trips. Nowadays purchases via the Internet or by phone are more in demand.
Let’s talk about telephone sales.
- Selling goods or services from a seller to a buyer over the phone is called telemarketing.
- Telemarketing has many advantages that have made it so popular in recent years:
- Calling customers on the phone greatly simplifies the process of communication and trading in general.
- It doesn’t take a lot of time and resources to train managers in telephone sales, thanks to the sales scripts.
- The ability to reach a much larger audience than personal sales. There is no reference to geographic location if the company delivers goods.
- The ability to sell goods directly from the manufacturer, avoiding intermediaries.
- Telephone sales reduce office costs – they can be done right from home.
- Every day the seller communicates with a huge flow of customers, which allows not only to increase sales, but also to track statistics of successful and unsuccessful negotiations.
Despite the obvious advantages, there are also disadvantages that should not be overlooked. Without wasting any more words, we’ll discuss that as well. Here they are:
- A lot of negativity from the audience. Not everyone likes it when managers call and offer to buy something, especially with regard to the cold base. Also, not everyone has free time to talk.
- If the manager has poorly mastered the sales script and communicates on it mechanically, without individualizing the negotiations with the client, the person will quickly understand this. Such communication is unlikely to please anyone, it can cause a negative reaction or loss of interest in communicating with the manager and further cooperation.
- Using dishonest sales methods. Some managers resort to tricks and tricks to persuade a person to buy. This can negatively affect the company’s image. Therefore, the negotiations of managers will have to follow and suppress such things.
- It is not always easy to get customer phone numbers, not everyone just gives them away.
Whether to use telephone sales in business or not is up to you. Well, I’ll tell you about the types of such sales.
Types of telephone sales
Calls fall into three broad categories: cold, warm, and hot.
Cold selling is calling an audience that knows nothing (or knows little) about the company and its products. In this case, the seller acts on luck. The purchase rate from cold calls is quite low.
Calling a cold base is carried out by numerous numbers, so the manager definitely needs a script and a ready-made base. It is better to compose a script for sales yourself or with the assistance of specialists, but not copy the finished text from the Internet. A high- quality script will help you increase the number of successful deals.
Warm sales — Calling subscribers who have already dealt with the company. For example, they were interested in goods or services, bought something, added goods to the cart on the site, etc. In this case, the manager’s call will no longer be such a surprise for the person, and the probability that the subscriber will be interested in the goods is much higher.
Warm calls are often made after a person has registered on the site or made an order but did not pay, etc. Perhaps the person has some kind of problem. If the manager helps to resolve them, then the purchase will take place. A sales script would also be useful for calling a warm base.
Hot sales are calls where a sale is most likely. Hot calls are made upon inquiries left by customers. That is, in most cases, people are already ready to buy, but they have problems or questions that they want to talk to the seller about. Clients can leave applications on the seller’s website, in social networks, send them in instant messengers or by e-mail.
In this case, the script may not be used, although, perhaps, small blanks with answers to customer questions would be useful.
Telephone sales stages
If you follow the established steps, the number of successful deals will increase.
Make contact and create a positive first impression
The first seconds of a conversation are very important for the subsequent communication. Therefore, the seller should try to make a good impression on the person so that he wants to continue the dialogue.
The interlocutor should feel the positive attitude of the calling executive. To make contact, say hello and introduce yourself – say your company name, your job title, and your name. This is an obligatory introductory part of the conversation, without which its continuation is impossible.
Identify the needs of the subscriber
Next, you need to find out what the client needs. If the caller correctly identifies the needs, then he/she will be able to offer the person the most suitable goods or services, as well as favorable conditions for him, tell about the advantages of the products that are important for the customer. This will increase the likelihood of a successful sale.
If the seller ignores this stage, then there is a high probability that the deal will fail.
To understand the client’s needs, you need to listen to the person and find out what they are looking for, and then ask leading questions. They will help determine some nuances.
For example, what model the client needs, what color he prefers and other characteristics of the product. The more the manager can find out, the easier it will be to find the right product.
Share product benefits
When the customer’s needs have been identified, it’s time to tell him about the right product or service. This is one of the most important stages on which the success of the negotiations depends.
The calling executive must necessarily tell about the advantages of the presented product. It is important that the benefits meet the client’s requirements and meet his needs.
Only after a short presentation is it worth calling the price of the product. If the product is not budgetary, the buyer may argue that it is expensive for him. In this case, the calling executive must have a prepared answer with a cost justification.
Make an appointment
A personal meeting increases the likelihood of a purchase. However, this stage is not needed for all goods, only for large purchases or B2C segment, but if in other cases the client himself expresses a desire to meet with the seller – this is also welcome. You can also suggest an online meeting (via Skype or Zoom). This will work worse than a live meeting, but better than selling without eye contact. In addition, online meetings can be used to conduct a product presentation.
Discuss the price
This stage must necessarily go after the manager identifies the needs of the buyer, proposes suitable products and tells about their advantages. It is not necessary to say the cost right away, otherwise the seller runs the risk of draining the buyer.
But if the person interrupts and insists on being told the price, don’t start an argument or make him nervous — just name the cost.
If the cost for certain goods or services varies, state the minimum figure. For example: “from 500 INR.” The fixed price should be stated directly, without “from”.
Work through objections
If the client is satisfied with everything and he is ready to pay for the purchase, we skip this stage. But everything does not always go according to plan – often buyers have objections.
For example, about the price or he is not at all satisfied with the product offered by the manager. The seller should find out about the client ‘s objections by asking him the question “Are you satisfied with everything?” or “does our offer suit you?”
When the buyer is not satisfied with the price, the manager must argue the cost – tell what it consists of and why this product is more expensive than its analogues. You can also make a discount, if possible, or pick up cheaper products.
If the buyer does not fit the product in terms of its characteristics, or he wanted something completely different, the seller should ask clarifying questions that will help identify his needs and offer goods that best meet the wishes of the customer.
Proceed to Checkout
When all objections have been worked out and the client is ready to buy, invite him to place an application on the website or by phone.
Telephone Sales Technicians
I will tell you about several techniques that each manager can try in his work and decide which of them are most effective for his company.
A technique for those whose phone calls are cut off immediately after starting a conversation.
It is believed that the first phrase in the negotiations is very important – it depends on it whether the client will continue to communicate with the manager or hang up.
The essence of the technique is to start the conversation a little outside the box. For example, you might start a dialogue not with a standard presentation, but with a question about whether the person can now devote some time to the conversation.
Planning the next step
Not everyone uses this simple trick to increase the likelihood of a deal. Anyone who ignores the next step technique almost certainly loses the lion’s share of customers.
The essence of the technique is to agree with the buyer on further actions at the end of the conversation.
Here are some examples:
– Is it convenient for you to speak now? Not? Then I will contact you tomorrow at 14.00.
– Tomorrow at 19.00 I will call you to clarify the details of the order.
– To see the goods, let’s meet on May 20 at 13.00.
There can be tons of options, but the examples show what planning the next step means.
Taking over the initiative
The essence of the technique is that the flow of the conversation is completely up to the manager. He guides the client, asks questions. For the technique to succeed, the manager must not allow the interlocutor to seize the initiative. For example, if a client asked a question, you need to answer it, and then immediately ask a counter. Then the initiative will pass into the hands of the seller.
It’s simple – the manager should answer the customer’s questions as briefly as possible and not pour too much water in the conversation. This saves the seller time – his own and the client’s.
It is not worth going too far – there is no need to withhold information, if the client asks for a detailed answer, give it.
Clients prefer to communicate with managers who provide clear and concise answers. Remember this every time you want to burst into a tirade for half an hour.
If you use scripts in your work, personalize your communication with clients. Each person needs his or her own approach, so do not try to speak exclusively according to the template.
The script serves only as a cheat sheet, working with the script does not mean that speech should be like a robot’s conversation.
When the manager reads lines from the prepared text, you can hear it. Be more natural.
When a client refuses, the manager should not hang up, he should ask the reason. The reason is not always a real refusal to buy. Perhaps the problem is solvable. For example, a specific product did not fit a customer, but a different one will do.
Or he did not understand something in terms of purchase, payment or delivery. If these objections are worked out, the purchase will take place.
Secrets of telephone sales
I will give several recommendations to managers who communicate with clients by phone.
Be more confident
If a manager doubts himself, the company he works for, or the product, you can hear it in his voice. Fear and uncertainty get in the way of selling because it creates a negative impression on the buyer.
When the seller is well aware of the advantages of the product being sold, and is also focused on a positive result from each call, the client feels it in his intonations and trusts more.
Listen to customers
Being able to speak is very important for the seller, but it is even more important to be able to listen and hear what the buyer is saying. Most managers overlook or deliberately neglect this point.
A salesperson who knows how to listen correctly identifies the needs of customers and offers them the right products. This increases the chances of a successful trade.
Follow the speech
Try to get rid of parasitic words in the dialogue with the client as soon as possible, as well as from interjections that do not make any sense. Usually they fill the void in a conversation when they don’t know what to say. Such phrases should not be in the speech of the manager.
Listen and analyze calls
Listen to your own conversations periodically to assess their quality and correct mistakes. This is one of the most effective techniques for making rapid progress.
Rehearse objection practice
Customers have many objections. If you can’t quickly find answers to them, rehearse the dialogs in advance and use scripts with prepared phrases that will help close objections. This will not only allow you to quickly respond to the interlocutor’s remarks, but also give yourself confidence.
Address the interlocutor by name
Calling by name is pleasant to the person and shows that he is listened to and treated with respect. This technique is favorable to yourself.
Maintain order in your workplace
When everything is in order, it is much easier to focus on work and treat it responsibly. Agree when everything is scattered and work becomes a burden. Moreover, order has a practical advantage – the necessary documents and accessories are easy to find.
Show the client that you are listening
During a conversation, use “verbal nods” – these are phrases like: yeah, yeah, I understand you. They can and should be used in a conversation, unlike parasitic words and useless interjections.
Summarize what the client is saying
Repeat the information received from him to make sure that you understand the person correctly. It will also increase the credibility of the seller – so the buyer will know that they are really listening.
Ask questions to get more information
Do not think out for the client what color of the product he needs or whether he wants to get a discount card – always ask.
How to Organize Phone Sales
If you decide to try telephone sales, there is no point in renting or buying an office and hiring a staff. 2-3 mcalling agents are enough to work remotely – from home.
Those who decide to seriously engage in phone sales need to think about a call center. Although in this case, you can organize work remotely. But this option does not suit everyone – some employers would like to personally monitor the work of employees.
Call center operators are divided into those who make cold calls, warm calls and receive incoming calls.
Each of the employees must have a competent and intelligible speech, resistance to stress and a desire to communicate with people. Also, the calling agents must know the products he sells and information about the company.
Train your calling agents before getting started. It is also advisable to periodically organize training courses for professional development.
In addition to operators, the call center definitely needs a marketer who will monitor the success of sales, draw up instructions and scripts, as well as find out information about customers and collect databases of numbers.
Telephone sales will be profitable if you follow the rules described above and test your sales methods at work. To facilitate the process, use scripts, and follow the stages of telephone conversations.
Remember that the manager must:
- Take up the running.
- Ask about the reason for refusal and work out objections.
- Know product and company information.
- Be polite and resilient to stress.
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