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Cold Calling From Scratch

This system has made it into many countries and has proven to me that no matter where we are from, we have thoughts and emotions which can be changed to help us all succeed.


Cold Calling Team Meetings

Read actual success and motivational meetings delivered in a Cold Calling Sales company in the book written about how to achieve success Streets to Success

Cold Calling Telemarketing Lead Generation - The Street Kid Who Made MillionsLead Generation



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Telemarketing and Listening Skills
Active Listening

The term speaks for itself. You have to be active to listen properly, do not just hear listen.

We focus on the sighs and tutts and know the objection is coming. Knowing is not enough, you must do something about it. What most of us do is instead of pre-empting the objection we race through our sales pitch in the hope that something we say may generate an interest.

Most convictions occur due to the information we provide when questioned. Evidence alone is seldom enough as in sales the product is not enough, the advantage we have as sale people is that customers don’t have lawyers telling them to say nothing.

As we call customers they give us the ammunition we need to sell however we are often too busy thinking of what we can say next to actually listen to the what the customer is telling us. Even if it is only a rapport building opportunity that you have missed, it could be the trust factor that loses you the sale. More rapport, more trust.

Nobody likes to be spoken at, nor sold to. Involve the prospect in the discussion and you will gather the information you need to sell them a solution. With the right questions you will uncover frustrations that you may be able to relieve customers of. The true art of selling is not selling, it’s have the customer buy. We all have needs and wants, what are your customers?

Stop selling and start listening

Selective Listening

This is choosing to hear certain parts of the conversation that they want to hear. This is often done when we are talking with someone who rambles on.

Pretend Listening

This is showing the signs of listening but not listening at all. “Yeah, uh-huh, Right

Attentive Listening

This is when we pay attention and focus our energy on the words that are being said

Empathic Listening

Listening with the intent to understand, seeking first to understand, then to be understood

Ignoring

Not listening at all. Having no interest in the subject and choosing to Shut-Off from what the other is saying



Non Productive Listening Habits
What Cold Callers Should Avoid?
  1. Not taking interest in the subject or the person
  2. Becoming so preoccupied with the package that you miss the content
  3. Interrupting the speaker
  4. Focusing on details and missing the point
  5. Forcing everything into a preconceived outline
  6. Demonstrating an inactive body state
  7. Creating or tolerating distractions
  8. Tuning out difficult material
  9. Letting emotions block the message
  10. Daydreaming
Your Voice is the Presentation

Some of us have the deep voice of authority, while others of us sound meek or frail. Voices can be annoying, easy to decipher or unintelligible; clear as a bell or squeaky.

There are several things you can do to produce a more desirable speaking voice. Some include:





  1. Practice your pitch and control by calling a telephone recording device and delivering several messages. Then listen to the playback and critique yourself
  2. Role play with a friend, and tape record the conversation, review it for tone
  3. PUT A SMILE INTO YOUR VOICE. It’s easy to do. Simply remember to smile as you make a call. Believe it or not, your voice will sound friendlier.
Objections are Opportunities
Telemarketing Objections

Generally, any concerns the customer has will be expressed when you close the sale. It is at this point that a buying decision has to be made by the customer and for this reason, if the customer has any doubts, they will tend to be voiced here. Sales people often see objection, skepticism and indifference as being a personal knock-back. This is not necessarily the case, and a customer who expresses a concern is often indicating to you that he or she has not perceived the benefits of the idea the same way as you see them.. When a customer expresses one of the above concerns, it prevents you from achieving a satisfactory close. It requires you to retrace some of your steps in the sales process to isolate and deal with the attitude.

You can best deal with the above customer attitudes by following three key steps:



  • Clarify and confirm your understanding of the customers concern
  • Provide information to help deal with the customers concern
  • Gain the customer’s acceptance of your answer to the concern


Clarify and confirm Your Understanding of the Concern

Without a clear understanding of the reason for the customer’s concern, you will not be in a position to deal with the problem effectively. By confirming your understanding you are letting the customer know that you are listening and that you care about his or her concerns. This will build trust and confidence with the customer. Questions also help encourage the customer to more thoroughly explain the concern, thus giving you the opportunity to examine the specifics of the issue before responding. It is important that you gain a correct understanding of the customer’s concern because the way you deal an objection, skepticism or indifference differs in each case.

Provide Information to Help Deal with the Customers Concern
  1. Objection Due To Genuine Drawback
    When customers raise an objection due to a genuine drawback in your products or services, you should not try to sell over this drawback by attempting to reduce the value of their needs or by falsely claiming to be able to meet the need. You cannot deceive customers and hope to retain them.

  2. Objection Due To Misunderstanding
    When customers raise an objection due to a misunderstanding, the first step in dealing with this concern is to confirm the customer’s concern, and then clarify the misunderstanding of your features and benefits OR provide additional ones to support your presentation.
  3. Objection Due To Lack of Information
    When customers express objection because of a lack of information about the products or services you should clarify the concern and then provide the information needed.
  4. Skepticism
    if customers express skepticism, they are generally indicating that they doubt whether the features presented will provide the benefits you claim, or whether the feature or facts you have offered are true. This skepticism may be due to lack of information. After you have confirmed the nature of the doubt, you have to supply proof of your claims by providing testimonials or authority for the information in doubt.
  5. Indifference Due To Satisfaction with an Existing Product or Service
    When customers express indifference to your product or service because of satisfaction with an existing product you need to clarify the concern and then provide product comparisons to show clear benefits for what you are proposing. The key to dealing with this indifference is your knowledge of the competition and the relative advantages of your products and services.
  6. Indifference Due To No Perceived Benefits
    When customers express indifference it can mean that they cannot see any benefit in adopting your proposal or see no advantage to them in doing one thing or another. In this case you will need to re-develop the customer’s perception of needs and how your products or services can satisfy them.
  7. I am Not Interested
    I appreciate that you receive a lot of calls regarding your telephone accounts. I also understand other companies have probably wasted your time. I have something very special here and if you are going to allow one company to put their hat in for your business this year please let it be ours as what we are offering is probably the best on the market by far.
  8. I Have a Contract
    Most people are in contract for their mobiles, I’m calling regarding very competitive landline rates – just wondering how many phone lines do you have their at the business?
  9. We have a head office that deals with that!
    That is great, you sound like you know what is going on around the place, would you know who at Head Office I would ask for? Do they have a direct line or are you able to transfer me over there?
  10. I don’t want to save money
    So if you are driving down the street and one petrol station is 10c a liter more than another you would you go to the cheaper petrol station?


Gain the Customer’s Acceptance of Your Answer to the Concern

This final step is designed to ensure that the customer’s concern has, in fact, been dealt with in a satisfactory manner. If some concern still remains, you need to re-trace your steps to deal with it through re-analyzing and re-developing the customer’s perception of needs and the application of your benefits.