Mistakes in Telemarketing
Posted: Sun Feb 02, 2025 5:46 am
Telemarketing sales are a very complex business, and even a small mistake can ruin the result. To prevent annoying mistakes, marketers should know about the most common types in advance:
Negative reaction of the operator to unwanted questions such as: “What is your reason for calling?” or “Who are you?”
The situation can be unpleasant for the manager if instead of the person he needs, the intermediary - a secretary or a relative - picks up the phone. When faced with unexpected obstacles in a conversation, a competent specialist will remain patient and friendly.
Starting a conversation with phrases of apology.
Common cliches in everyday kenya email list speech such as: "Excuse me, I would like to ask..." or "Sorry for disturbing you" are unacceptable in telemarketing. Such constructions indicate the operator's uncertainty, his doubts about the expediency of the conversation. It has been proven that such an attitude significantly reduces the attractiveness of the offer and increases the percentage of refusals.
A complete list of all the features and differences of the product.
Having heard the buyer's doubts about the choice of a product, a skilled operator will briefly name only the most significant characteristics in this situation. They will correspond to the client's requests and, of course, will be real. Phrases will be formulated so that their essence is easily perceived by the interlocutor, the information does not cause doubts. The main thing that a marketer should avoid is long, complex phrases saturated with terms, a memorized tone of communication, ignoring the behavior of the interlocutor. All this makes you want to refuse a dialogue. In each specific conversation, words can be selected differently depending on the characteristics of the client.
Persistent questions to the interlocutor about his decision when calling again.
When a client asks for time to think and call back later, you should not try to pressure them or demand immediate consent. At the beginning of a follow-up conversation, be sure to briefly remind them of the essence of the previous conversation. And only then can you ask about the decision, but very gently and unobtrusively.
Mistakes in Telemarketing
The operator's desire to immediately tell the interlocutor about all the advantages of his company without exception.
The beginning of a telemarketing conversation should always contain a minimum of product advantages that correspond to the pain points of a specific client. It is important to present the material in an accessible, concise manner, without highly specialized terms. The main goal facing the operator in the first minutes of the dialogue is to awaken the listener's interest, conveying to him the benefits of a probable purchase.
If the conversation is initiated not by the recipient of the advertisement, who is authorized to make a purchase decision, but by an intermediary, the phrases should be general.
"I'm making a product offer, can I speak to so-and-so?" Once the right person is on the phone, you can introduce yourself and get to the point.
When a client says that the offer is too expensive for him, he is persuaded without any real justification for the cost.
The most unpleasant scenario for a dialogue to develop is the operator’s involuntary hints about the interlocutor’s insolvency.
What can a competent manager do if his client is not satisfied with the price:
try to offer a more budget-friendly option from your company's range;
convince them of the expediency of spending money by telling them what inconveniences choosing a cheaper product will bring (fewer functions, no warranty, simple materials, limited service life);
to orient in market prices in the chosen niche, and also to justify your own price list, showing what it consists of. This technique will allow the interlocutor to feel the fairness of the seller's terms, to understand that the quality of the product is high. The operator should remember that not all of his interlocutors are clearly oriented in current prices. Therefore, when faced with objections, it is worth asking whether the person knows the market, and give several examples of prices from competitors. It is important that the figures are reliable.
If no methods help and the client still believes that such a purchase is too expensive for him, the persuasion should be stopped. The main thing for the manager is not to seem intrusive, not to provoke irritation of the interlocutor, not to emphasize his insolvency in the conversation.
Negative reaction of the operator to unwanted questions such as: “What is your reason for calling?” or “Who are you?”
The situation can be unpleasant for the manager if instead of the person he needs, the intermediary - a secretary or a relative - picks up the phone. When faced with unexpected obstacles in a conversation, a competent specialist will remain patient and friendly.
Starting a conversation with phrases of apology.
Common cliches in everyday kenya email list speech such as: "Excuse me, I would like to ask..." or "Sorry for disturbing you" are unacceptable in telemarketing. Such constructions indicate the operator's uncertainty, his doubts about the expediency of the conversation. It has been proven that such an attitude significantly reduces the attractiveness of the offer and increases the percentage of refusals.
A complete list of all the features and differences of the product.
Having heard the buyer's doubts about the choice of a product, a skilled operator will briefly name only the most significant characteristics in this situation. They will correspond to the client's requests and, of course, will be real. Phrases will be formulated so that their essence is easily perceived by the interlocutor, the information does not cause doubts. The main thing that a marketer should avoid is long, complex phrases saturated with terms, a memorized tone of communication, ignoring the behavior of the interlocutor. All this makes you want to refuse a dialogue. In each specific conversation, words can be selected differently depending on the characteristics of the client.
Persistent questions to the interlocutor about his decision when calling again.
When a client asks for time to think and call back later, you should not try to pressure them or demand immediate consent. At the beginning of a follow-up conversation, be sure to briefly remind them of the essence of the previous conversation. And only then can you ask about the decision, but very gently and unobtrusively.
Mistakes in Telemarketing
The operator's desire to immediately tell the interlocutor about all the advantages of his company without exception.
The beginning of a telemarketing conversation should always contain a minimum of product advantages that correspond to the pain points of a specific client. It is important to present the material in an accessible, concise manner, without highly specialized terms. The main goal facing the operator in the first minutes of the dialogue is to awaken the listener's interest, conveying to him the benefits of a probable purchase.
If the conversation is initiated not by the recipient of the advertisement, who is authorized to make a purchase decision, but by an intermediary, the phrases should be general.
"I'm making a product offer, can I speak to so-and-so?" Once the right person is on the phone, you can introduce yourself and get to the point.
When a client says that the offer is too expensive for him, he is persuaded without any real justification for the cost.
The most unpleasant scenario for a dialogue to develop is the operator’s involuntary hints about the interlocutor’s insolvency.
What can a competent manager do if his client is not satisfied with the price:
try to offer a more budget-friendly option from your company's range;
convince them of the expediency of spending money by telling them what inconveniences choosing a cheaper product will bring (fewer functions, no warranty, simple materials, limited service life);
to orient in market prices in the chosen niche, and also to justify your own price list, showing what it consists of. This technique will allow the interlocutor to feel the fairness of the seller's terms, to understand that the quality of the product is high. The operator should remember that not all of his interlocutors are clearly oriented in current prices. Therefore, when faced with objections, it is worth asking whether the person knows the market, and give several examples of prices from competitors. It is important that the figures are reliable.
If no methods help and the client still believes that such a purchase is too expensive for him, the persuasion should be stopped. The main thing for the manager is not to seem intrusive, not to provoke irritation of the interlocutor, not to emphasize his insolvency in the conversation.