50 Do’s and 50 Don’ts of Telemarketing

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50 Telemarketing Behaviour patterns to Boost Lead Generation

50 Telemarketing Dos

1.) Don’t be afraid of asking for what you really want – a consultation, a demo, or a sale. That is why you are calling.


2.) Ask unique questions – open ones that invite the listener to speak and seek information—closed ones for qualification and filtering.


3.) Be self-assured – it will rub off on your prospects. You will succeed if you expect to succeed.


4.) To be honest, it’s the best strategy. If you lie, you WILL be discovered.


5.) People purchase people, so be driven. Why should your buyers be interested if you aren’t confident in what you have to offer?


6.) Be patient – Telemarketing may require some time and effort.


7.) Prepare to make calls at times when you can reach your decision-makers, such as before 9 a.m. and after 5 p.m. if required.


8.) Create rapport through using reference points, name dropping, mirroring their language, and using their names (but not too often).


9.) Call outside of regular business hours and around lunchtime – the gatekeeper will not be there to safeguard your Decision Maker.


10.) If your pitch isn’t working, change it. Create a call strategy that is similar to a good narrative. A captivating beginning, a fascinating middle, and a fantastic conclusion!


11.) Make sure you have a solid phone list. Before you call, make sure it’s clean. A good list is the most valuable asset to your success.


12.) Check if your phone system is clear – In terms of interference.


13.) Find a ‘Trojan Horse’ – Get under the radar so they’ll interact with you, particularly if they already have a present provider of your services.


14.) Follow up — Make timely follow-up calls and continue to do so until you understand exactly where you stand.


15.) Get your prospect’s permission to phone them at some later time. Even though they’re not now interested, things may change.


16.) Keep a diary and pen handy at all times. Take succinct and excellent notes on language, style, and important information.


17.) Keep your calendar open and accessible to provide available dates.


18.) Maintain control over calls with the gatekeepers. You’ll have a good chance of having through if you seem authoritative. Keep your remarks brief.


19.) If you must send voicemail messages, make them intriguing and engaging, with a strong call to action.


20.) Pay close attention — You’ve got two ears and only one mouth.


21.) On the phone, sound professional by using a decent speaking voice, speed, and tone. If possible, match your prospects.


22.) Make certain that you are contacting the appropriate decision-maker.


23.) Pose the question.


24.) Ensure you have a suitable email ready to send if the prospect requests additional information.


25.) Confirm that your data is as current as possible.


26.) Make sure you can speak “off script” in order to really captivate the prospect.


27.) Make certain that you are enthusiastic about your service or product.


 28.) If you outsource calls, make sure you thoroughly brief your agency.


29.) Make the necessary calls — Don’t put it off. Simply pick up the phone. Your biggest enemy is inertia.


30.) Prepare questions and methods for dealing with any objections. You are aware of the concerns. Make preparations for them.


31.) Plan your phone calls — Know your goods, market, rivals, pitch, and the problems or opportunities your business solves or generates.


32.) Understand the meaning of the prospect’s words. If you’re uncertain, clarify.


33.) Play out your calls or record them to discover what might have been done much better.


34.) Listen for feedback to help you improve your skills.


35.) Send timely information, including appointment confirmations, as requested.


36.) Set attainable goals focused on your market, expertise, and offer.


37.) Set attainable goals – how many conversations per hour? How many sessions do you intend to schedule? How long will it take?


38.) It transfers to your voice when you smile.


39.) Make an authoritative tone. You must seem as least as significant as the person to whom you are speaking. It’s peer-to-peer, and if you don’t, you won’t get past the gatekeeper.


40.) Before pitching or recommending your product or service, summarise the discussion with the client to verify that you have heard and understand their “pain points.”


41.) Take careful notes — Include information on verbatim remarks, phrasing, tone, speed, and personality.


42.) To get to the switchboard, try calling 0 to trick an IVR. Or you can contact accounts and attempt to get through that way.


43.) Use a decent CRM system so that you can easily search for and locate follow-up calls.


44.) Assume you’ll receive whatever you want and request it with the expectation in mind.


45.) Use terms that are vivid and captivating, such as enormous, immense, important, spectacular, etc. — It adds emphasis, but don’t overdo it!


46.) To overcome objections, just use ‘feel, felt, found’ approach in conjunction with excellent open inquiries.


47.) Make use of frames of reference – previous work, client references, and industry examples.


48.) Treat people the way THEY want to be treated. Take into account their motives and needs, and treat them appropriately.


49.) Make use of natural, engaging language that sounds natural. Use plain English. It improves rapport.


50.) Use technology to expedite tasks, such as click to dial. CRM and Skype number identification allow for one-click calling.


50 telemarketing Don'ts

1.) Please do not apologise for phoning. You are not sorry, and your prospect is aware of this.


2.) Do not be scared to ask for the purchase.


3.) Don’t be hesitant to ask probing questions to counter the prospects’ concerns.


4.) If your strategy and message aren’t working, don’t be scared to alter them.


5.) Be impolite or disrespectful of your prospects’ responses to your inquiries.


6.) When making phone calls, eat something. Munching away and chewing while phoning is not acceptable.


7.) Forget about staying legal. Before dialling, check your display against the whole CTPS opt-out register.


8.) Distracted by Anyone or anything while on the phone, such as text messages, emails, coworkers, or Facebook! However, NEVER disregard a fire alarm!


9.) Guess! If you don’t know all the solutions to a prospect’s inquiry, be honest and tell them you’ll research out and give them a call.


10.) When making calls, keep your phone on since you will be inclined to check to see who is calling, which will indicate to the prospect that your focus is not entirely on them.


11.) When the prospect is speaking, interrupt them. It indicates that you are not paying attention.


12.) Keep your telemarketing staff in the dark, and make sure they’re ready with answers to common arguments and explanations why the consumer should see you RIGHT NOW.


13.) Lie – You will be discovered, and your brand’s reputation will suffer as a result.


14.) Forget to inquire if the product/service applies to other individuals/departments at the business where you speak. Even if the individual you’re dealing with isn’t interested, there could be a necessity somewhere.


15.) Make judgements based on what you believe you know.


16.) Befriend the gatekeepers too soon – it’s their duty to keep you out.


The more data you provide, the more questions they may ask.


17.) Calls should not be overcomplicated. Use the KISS method!


18.) The calls are over scripted and sound stilted.


19.) Excessive usage of the prospect’s name It doesn’t have to be in every phrase – it sounds like an ugly sales call.


20.) Take advantage of your gatekeepers or prospect.


21.) Pitch something you don’t fully comprehend. — You will be discovered.


22.) Prejudge any decision. You cannot know what problems are lurking in the shadows that may provide an opportunity.


23.) Promise anything you can’t deliver, whether it’s a product or just a timeframe for contacting someone back.


24.) Don’t make your call as quickly as possible — Take your time and slow down. You will appear more assured.


25.) Saying, ‘How are you today?’ is a dead giveaway that you’re on a sales call.


26.) Put yourself in a position to fail.


27.) Instead of sitting back and waiting for inquiries to come to you, be proactive and initiate the calls. In many ways, it is a game of numbers.


28.) Smack the phone down – it’s terrible for your brand.


29.) Smoke! You may believe that no one can tell, but they can. Smokers will notice, and non-smokers will believe you’re a heavy breather!


30.) You seem bored and disinterested. If you are, your possibility will be to Speak too fast – you will seem less authoritative.


31.) Stalk someone you’re having trouble locating. The gatekeeper will remember, and your business will acquire a poor reputation for unwanted calls as a result. Additionally, you are more likely to get blocked.


32.) Swear. Profanity can quickly lead to a dial signal in your ear.


33.) They can recognise you if you type while listening or chatting.


34.) Oh, and er. Prepare what you’re going to be saying, and then relax.


35.) Use industry lingo or buzzwords that you are unfamiliar with. The prospect will think you are more knowledgeable than you are and will respond in jargon, expecting you to understand precisely what they mean.


36.) Use condescending / slang terms such as love, pet, darling, sweetie………..yuck, ugh, eugh, and not professional.


37.) Avoid using needless humour or jokes; instead, get to the issue.


38.) Waffle! Be succinct, and don’t go on and on.


39.) Waiting on hold for an eternity – disconnect and try again later. Don’t squander your valuable phone time.


40.) Worry of failing — You had no appointments prior to the call. You still don’t have an appointment if they say no. There has been no change.


41.) Talking over your prospect demonstrates that you are not paying attention.


42.) Spend hours studying a business before contacting; if the business is not available, it is a waste of precious call time.


43.) Don’t be scared to enrol in a course to enhance your phone and marketing abilities.


44.) When you call, make lots of background sounds. It will appear like you’re at a call centre, which isn’t necessarily a good thing.


45.) If the decision-maker is not interested, argue with them. Maintain your honesty at all times.


46.) Don’t underestimate the power of mirroring language or using NLP methods to really establish rapport.


47.) Phone unprepared for challenges and how you intend to deal with them.


48.) You neglected to follow through on your promise to call them back.


49.) Persuade your prospect to meet with you.


50.) Set sensible goals for yourself that you can achieve and even surpass.

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