Call Center Training Staff Tips For Positive Responses
It’s not easy for a call center worker or workers. Rejection, people hanging up. Still it’s a numbers game to keep slogging. Make the calls and a percentage will buy.
It’s as simple as that – to keep on working despite potential buyer or customer rejection.
Still as in most businesses it comes down to management laying out a proper business plan, a format and strategy to follow and training. What are some of the tips to tell staff how to sell more effectively on the telephone at call centers? After all let your fingers do the walking – and earning of pay and sales bonuses.
The first key is to plan and tightly organize the sales message. The working and progression of the message are even more important in telephone marketing than even in print, radio or television selling.
When a canned phone pitch is boring and insincere, the problem is that it has been poorly planned and delivered not that it follows a set detail.
Yet what should they do and be advised in the teleseller’s delivery. The message should begin simply by grabbing the listener’s attention and getting past the natural tendency and tendencies of people to say “no” right away. It seems that even an anal retentive two year old quickly will learn the extreme power of the word “NO”.
What is an effective strategy to teach your call center workers to use and employ to get past this initial stopgap and watershed of telephone sales calls and telecenter calls for highly greater effectiveness when it comes to closure rates by allowing more phone calls to flow naturally?
It’s very simple. It has been said that the “sweetest words” in any language in any language are a person’s name.
Indeed its amazing to see many people who effectively have never grown up and form a large group of any population how any terms – email addresses, Facebook accounts, even their prize possessions such as boats always seem to involve their name. For example a person named Kirk might name their accounts with terms such as Kirk_rules, or kirks_office.
Hence the strategies and tactics that your callers can well use to the greatest of effect should involve using the listener’s name, several times within the first few seconds. Next have your employee ask an easy question to which the listener must answer “yes”.
One word of caution – nothing seems to grate more on people than having their names pronounced, spoken or spelled wrongly. Hence have staff take the extra time, effort and attention to detail to have this all in order before calling or emailing and as well not to be rushed.
In sales it’s all about interactions between salesperson and customers. True its numbers games. Yet by following these simple procedures and by having your training staff drill these procedures and tactics into your worker’s head and routines they can only have higher closure rate which will both increase the sales and bonuses of staff and make your call center both more effective and profitable.
Shaun Stevens for those seeking employment in Canada post your resume online – Manitoba well as view Canadian jobs.
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