Sales by Phone
Many CCAs are responsible for selling in addition to other functions of customer service in the contact center environment. If you love to work on the phone and also enjoy selling, it can be an ideal form of work.
In this lesson,
you’ll learn about the benefits of telephone selling. We’ll also explore how to build rapport with customers.
Benefits of Telemarketing
Many CCAs are responsible for direct sales, but even if you do not directly sell over the phone, you are still selling something. You are in a role where you share information and, perhaps, the virtues of your company with a caller. These factors are all related to selling. When you have a relationship that is built on trust, your clients and customers will buy from you, even if you are simply asking permission to mail them information.
, or selling by the phone, has developed a very negative aura. People have added their names and telephone numbers to “do not call” lists to get away from the suppertime phone calls of, “You have been selected for…” or, “We have a special offer on …”
There are benefits to selling by phone. For example, you may be able to speak to someone effectively in ten minutes instead of having to travel to meet him or her in person. In addition, when you are in touch by phone, you can have all of your notes and information spread out on your desk without distracting your customer.
When you are selling by phone, it is also important that you depersonalize from the outcome. No one has a 100% closure (successful sale) rate, and you need to allow yourself time and space to learn the industry and develop your skills.
A large component of your communication and sales success comes with your ability to build important relationships and to connect with people. One excellent technique for creating high levels of rapport relates to the way you address people.
Guidelines for Remembering Names
- Repeat the name out loud right after you hear it. Then, try to find other opportunities to use it. One guideline to try is to use the person’s name three times in your conversation.
- Get some kind of visual reference. (Example: Matt has thick hair like a mat.) These are not things you are ever expected to share with the person, so be as creative as you must be to remember visually.
- Group associate. Know where you met the person. Write it on their business card if you get one.
- Write the name down as soon as you can.
- Pay attention. That’s most important.
- After a phone call, note anything important, such as, “Son’s birthday tomorrow.” Then, the next time you contact that client, you can ask how the birthday celebrations went.