Persistence is both an art and a highly valued skill in every call center in the Philippines, particularly those that handle outbound sales accounts. It is an important part of training telemarketers so that they can promote the products they represent without crossing the line between persistence and annoyance.
As telemarketing involves lots of promotional pitches, persuasion, and consistent calling, irking prospective customers is not far from happening. When this does happen, efforts of staying in touch with them could turn out futile. Then what should sales agents do to keep their persistence within professional bounds? Here are three basic rules.
1. Don’t let frustration show
One of the most frustrating things that salespeople may experience is when a prospect stops responding to calls after initially showing interest to the products and services being offered. This can be extra disappointing when you’re so close to sealing the deal, but the customer suddenly cancels the earlier processes you did.
Instead of expressing dismay, try to see things from your customers’ perspective. Maybe your pitch wasn’t that convincing, or they want something (like a free sample) that could fully convince them to make the grab. Unless they say a blatant “no,” try promoting again and make them see how they, not your company, will benefit from the sale.
2. Follow up, follow up, follow up
You are warranted to make a follow up if the customer expresses intent in buying or requests to know more about your offerings. A good way of staying in touch with your prospect is to make follow up calls until he comes to the decision to take your offer. Keep in mind, though, that you should do this at his time of convenience and with a tone of polite eagerness, not desperation. If he says that he’ll decide after two days, then only call after two days.
It’s also an acceptable reason to follow up if you need to make an important reminder or clarify something. No matter the reason, just always be sure that it’s valid, well-timed, or warranted. Otherwise, you’ll just appear pushy.
3. Be consistent
In relation to the previous point, every follow-up you make should be truthful and in line with the primary pitch you made. Don’t go saying that your product is marked down 50% only to add at a later time that the discount will only be honored on the second purchase. Not only is this unethical and deceitful, it also lowers your chance of winning a yes because it gives the impression that you made fake claims just to lure customers into buying your goods with hidden charges.
Getting prospected customers to accept the products and services you offer all boils down to the manner you deliver your pitch – how you explain the benefits and how much sincerity you exude. Ultimately, all you have to do is make the other person see why “yes” is the right answer.