TELEMARKETING SKILLS

COLD CALLING

Making unsolicited calls to people in order to attract customers.

A call to potential customers who are willing to gave business.

Cold calling is an effective sales tactic.

COLD CALLING TECHNIQUES

1. Focus on the goal when cold calling.2. Research your market and prospect.3. Prepare an opening statement for

your cold call.4. What should be in the opening

statement of your cold call.5. Prepare a script for the rest of your

cold call.

6. Ask for an appointment at a specific time when cold calling.

7. Remember the gatekeepers are your allies not your foes.

8. Smooth the way for your cold call by sending prospects a small, unique promotional item.

9. Do your cold calling early in the morning.

10. Be persistent when cold calling.

SEVEN STEPS OF SALES PROCESS

1. Greeting

Greet in a very energetic and enthusiastic way.

Must be done within 15 seconds.

2. Establish a relationship with the customer Make a dramatic statement.

Make them laugh.

Make a promise that you can keep.

3. Qualify their needs

5 W’s : Who, What, When, Where and Why.

Big H: How

Presentation, Demonstration and Information

Talk about the features, functions and benefits of the item.

Prove everything that you just said. Discuss the options that are available

to them.

5. Transform Interest to Desire

A.I.D.A. Principle of Selling.Attention,Interest ,Desire and Action.

Pleasure and pride of ownership.

6. Overcoming Objections

Listen carefully.

Respond to it by explaining thoroughly.

Add a benefit.

7. Closing The Sale Direct Close

Choice Close

Turnaround Close

Do’s and Don’ts of Call Handling

Do’s

Smile Answer customers query Answer phone within 3 rings Hold the phone correctly (to avoid

communication problem) Sound professional Let the caller replace the receiver

first.

Don’ts

Don’t answer the phone while talking to a colleague.

Don’t shout on phone, cough or sneeze while talking, excuse first.

Don’t chew or sip anything while on calls.

Don’t chat or read mails while on a call.

Never show anger or irritation to the customer.

Don’t end the call abruptly; be polite and don’t use casual expression like, yeah, ok or bye-see ya.

Don’t forget to take down important details pertaining to a call.