Follow up Inbound Leads with 5 to 5 Calling Rule (And Increase Sales)

Follow up Inbound Leads with 5 to 5 Calling Rule (And Increase Sales)

In over a decade of delivering multi-channel marketing programs, valuing our business means valuing our clients’ businesses even more, constantly pushing us to pursue increased productivity for both. We exert selfless effort in acquiring new knowledge and developing skills to be able to achieve the goals we set.

In this article, find out how Callbox created and employed a ‘5 second to 5 minute” calling process that generated over $350,000 additional revenue or a 40% increase in sales.


During the 2014 goal setting meeting, Callbox saw an increase in inbound traffic from different channels like Email, Calls, SEO, and Social Marketing, which required immediate action to cater to the sudden surge in inflow.

Aside from adding more members to the Calling Team to handle more inquiries, the team addressed the issue by further expediting the process of answering the customers’ queries and addressing any concerns they may have.

Thus, the  “5 to 5 Rule” was created.

Related: Use These Phrases to Impress Singaporean Prospects When Calling


The 5 to 5 Rule was, and is still an active calling process effectively employed by the team, in 3 easy steps:

Step1: All inquiries coming through the multiple channels including Inbound/Outbound Calls, Email Responses, SEO and Social Marketing were monitored real-time by the Response Team and checked within 5 seconds.

Step2: The Response Team transfers the inquiry to the Calling Team for further qualification, a process that takes anywhere within 1.5 to 2 minutes.

Step3: Once the query is deemed qualified, the Calling Team transfers the call to the Outside Sales Team to take the prospect’s requirements, and must be a subject for Sales Proposal, before the 5 minutes threshold lapses.

Real-time Monitoring Chance Rate at Second Intervals

5 seconds Rule of Calling Inbound Leads

Software Advice, The Online B2B Buyer Behavior Report by Derek Singleton

Conversion Chance Rate by Minute Intervals

Conversion Chance Rate in Minute Intervals - The 5 to 5 Calling Rule for Inbound Leads (That Generated Over 40% Increase in Sales)

The shortest time that the inquiry is addressed, begets higher chance of converting the query to a Lead, to a Proposal, and to a Close. tweet this!

Once the Response Team receives the inquiry, it has to be checked through within 5 seconds for transfer to the Calling Team. This clearly requires that the Calling Team be ready at all times to take transfers and be able to qualify the inquiry within 1.5 to 2 minutes only. Once qualified, the OS Team is quick to take the transferred call and present Callbox’s products and services to the prospect in a period of 2 to 2.5 minutes.

Related: Keeping Sales Leads Through Stellar Customer Experience

Practically speaking, conversation between the prospect and the OS may go beyond the 5-minute period, but should only bear clarification of details, verification of contact information and setting of appointment for a follow-up call regarding the Sales Proposal.

Even David Dodd of pinned it when he wrote this article, ‘Are Your Lead Response Practices Costing You Sales?’

Here’s How to Reach Prospects in Asia with Less Effort and 3x Results Watch Full Video Here


The team saw a spike in Leads, Proposal Rates and Closes.

Since inquiries were monitored real-time and quickly reviewed and qualified, the number of Leads increased, resulting to more sales proposals drafted and sent to prospects. As these proposals comprehensively present all the details of our products and services, the chance rates of closed sales also increased, while abandoned calls and emails significantly decreased.

Callbox 2014 and 2015 Leads, Proposals and Closes Data - The 5 to 5 Calling Rule for Inbound Leads (That Generated Over 40% Increase in Sales)

The success of the “5 to 5 Rule” is a product of a willingness to innovate at a quick pace and see necessary changes through to the end of the process.

Use These Phrases to Impress Singaporean Prospects When Calling

Use These Phrases to Impress Singaporean Prospects When Calling

“How will I impress my prospects today?”

That’s a question every salesperson ask everyday. Sales professionals must make good impression in order to close a lead. And the first 30 seconds of their call is the most crucial because this is the part where they get the prospect’s attention and have them listen to what they’re about to offer.

The key to getting your prospect’s attention is, preparation. Many salesperson were unsuccessful because they’re not sure of what to say. To help you organize your pitch, prepare different rebuttals and address your prospects properly, I’ve divided your possible answers into 4 parts.

Problem statement.

This statement usually starts with, “I understand” or “I believe”


“I believe your company is in the market for a new accounting software to automate your accounting and bookkeeping.”

“I understand you’re looking for a credit card processing solution for your business.”

Proposed solution.

This statement reassures your prospect that you have they’re looking for.


“We can help you with that. You see, we offer software that can help you automate your accounting and bookkeeping.”

Related: Pissed-off Prospects in Telemarketing? Here’s How to Make It Up to Them


This is where you tell them about what they can get when they consider your company.


“Our solution will help your organization streamline your IT business process.”

CTA (Call to Action).

These statement encourages the prospect to discuss more about their needs and how you can help their organization.


“ I would like to arrange for one of my Consultants to contact you and discuss our services and any issues that you might have and how we can help your business. Would you be available on Friday, February 17 at 10AM?”

RelatedWhy Outsourcing Telemarketing Will Give You More Singapore B2B Leads

Here’s a common situation with 8 phrases that I normally use to get the prospects to listen and talk to me which leaves a good impression for my company. When greeting someone on the phone you must say your name clearly.

“Hi! This is Anna with XYZ company.”

Don’t ask, “How are you doing today?” Why? It shows lack of respect for your prospect’s time. Telemarketers must remember that whenever they call someone they’ve just interrupted the person they reached. What to do?

It’s best to sound business like. Be direct to the point. Tell them why you’re calling and make it quick.

“I’m calling because we’ve recently launched a solution which enables organization like yours to streamline their IT business process.”

Get a reason to continue the call. How? Probe! Ask questions from your prospect’s point of view.

“Are you currently using any cloud-based mobile document management solution?”

“What mobile solution are you currently using?”

“Do you know how much your company spends per year to manage your paper documents?”

Related: How Many Call Attempts Should You do Before You Surrender a Lead?

Your goal here is to get to know their current setup and get them to listen and talk to you. Now that you have an idea about their issues within their organization, make a connection by saying showing empathy.

“I understand where you’re coming from. We can definitely help you with that. You see we are a certified Microsoft Gold Partner and we specialized in helping companies improve their IT business process.”

“Are you open to look at this time of solution for your business?”

Here’s how to identify if your prospects are worth pursuing. Read more sales qualification strategies.

Lastly, get a commitment.

“ I would like to have one of my Consultant give you a phone call and discuss any issues that you might have and how we can help your business. Would you be available on Friday, February 17 at 10AM?”

Follow what I did on this situation. Focus on the message and how it is delivered to impress your prospects and close more sales.

Pissed-off Prospects in Telemarketing Here's How to Make It Up to Them

Pissed-off Prospects in Telemarketing? Here’s How to Make It Up to Them

A salesperson or not, we all make mistakes. Unfortunately, when you mess up in sales (even if it’s unintentional) it will affect the entire business reputation. If you relay a wrong message to a prospect, it can cause blunders such as false promises and unsatisfactory results which can potentially damage trust and might lead to lost sales opportunities.

Here are 5 phrases to make it up with them and recover from a damaged deal.

#1: “I’m sorry”

Regardless if the mistake is unintentional or wasn’t really your fault, the relationship you’re trying to build between you and your prospect has gone wrong. Apologize and express a feeling of regret for the damaged done. Tip: Be quiet and Listen

Our first reaction when we make a mistake is to explain and make excuses. But in sales, the best thing to do when you have an irate prospect is to be quiet (especially if you’re the reason why they’re pissed off in the first place). Let them vent out their frustrations and make them feel that they are heard. It will somehow lighten up the situation. Here’s Why Listening is an Important Component in Telemarketing

#2: “I take full accountability for …”

If the mistake was your fault, make sure to take full responsibility for it. Don’t try to talk yourself out and make excuses. Be upfront and admit your mistakes.

Related: The Do’s and Don’ts When Doing B2B Telesales

#3: “I understand how you feel.”

Empathize and acknowledge your prospect’s feelings without annoying him more. Use this statement to open up a positive conversation with your prospect and dig in deeper into the issue. 

#4: “How can I help and fix this?”

Every conflict needs a resolution. Fixing the problem helps maintain your credibility and a good relationship between you and your prospect. If you promise something to your prospect and not able to commit t your words, do whatever it takes to help and fix the issue to keep the relationship healthy.

Related: How Many Call Attempts Should You do Before You Surrender a Lead?

A mistake doesn’t mean it’s the end of the deal, but if you have handled it in the wrong way, you may lose the sale and your customer’s loyalty. Use these phrases when dealing with irate prospects to make everything right.

Rebound After a Horrible Sales Call [Video]

Rebound After a Horrible Sales Call [Video]

How fast can you bounce back when you can’t find the right words to say during a sales call?

A bad sales call can turn into a nightmare and ruin a potential sale. You must know how to take proper precautions to be able to recover. Let’s admit it. Everyone will experience having a bad day regardless how good you are in what you’re doing. Don’t let it ruin your day! Instead, learn from it and move on. Bad experiences along the way can be turned into a positive learning.


Video transcript:

Just got off the phone with a prospect, and it didn’t quite go well? It’s okay to feel bad. Afterall, nobody wants to screw up at work.

But how do you get yourself back and recover from a shitty sales calls?

Get some distance

Get up and step away from your desk.

  • Take a 10 minute break.
  • Get a coffee.
  • Go outside and take some fresh air.

Reflect on what went wrong

Turn bad sales call into an opportunity

  • What could I have said better?
  • Could I have handled the situation differently?
  • How could I have responded?

Everyone can commit mistakes once in awhile. What matters is what you did after to recover. Be positive and turn it into a learning opportunity. Don’t let it affect your future performance.

How Many Call Attempts Should You do Before You Surrender a Lead?

Should you keep calling a prospect or is it time to let go and move on to the next lead?

Let’s face it, 85% of organizations don’t make enough call attempts. Sales reps have an average of 1.7-2.1 attempts before giving up. Too many call attempts may lead to DNC which means you’re not making the most of your sales rep’s time. While too few call attempts lead to money waste.

Don’t get into your prospects’ do not call list, know these telemarketing rules in Singapore.

Whether you like it or not, you will agree that cold calling is important in sales in order to find out if there’s an opportunity from them. The number of cold call attempt every sales reps should make varies depending on how they do cold calls.

Here’s how to determine if it’s worth pursuing or is it time to STOP calling unresponsive prospect.

  • 1st Call Attempt

ProspectingFinding out the right person who makes the decision within their organization.


This can be considered as a negative call. What you can do to maximize your call?

Agent must gather the following information of the decision maker:

  • Email address
  • Complete Name
  • Correct Job Title
  • Direct Line/Ext. Number/ Mobile No.
  • Verify if you called the correct company
  • Verify the address of the company
  • Availability of the decision maker

TIP: You might consider sending an introductory email right after your call.

  • 2nd Call Attempt

Calling the decision maker on his available time as mentioned by the gatekeeper


Agent called and spoke with the gatekeeper. Decision maker is still not available to talk. This is another negative call. During this stage, most of the agents get discouraged.  What to do for your sales rep to feel like he didn’t waste his time calling for this company?

Agent can always ask for the availability of the decision maker.

“When is the best time to callback for (name of the decision maker)?”

TIP: Consider leaving a voice message

  • 3rd Call Attempt

Follow up on the email correspondent sent.


What to do during this stage?

  • Verify if he’s the best person who can decide for (purpose of your call)
  • Ask the prospect for the best time to call back.

TIP: Remember to mark your calendar or set an alarm to do a follow up call.

Related: The ‘PERFECT’ Time to Call a Prospect in Singapore

  • 4th Call Attempt

Establish Interest


During this call, agent must establish if there’s an opportunity with this company. How?

Ask questions and find out about their current set. What questions to ask to spot a sales-ready lead? Find out in this article.

How to determine if there’s an opportunity and that this company is worth pursuing?

  • If they have problems/challenges even if they can’t decide to commit for now.
  • If they have a provider but would still consider other providers
  • If they have upcoming projects.
  • If there’s anything that they would like to improve with their current setup.
  • 5th Call Attempt

Close a sale

On this stage, the prospect expressed his interest and would like to discuss further on how your company can help their business.

However, if it didn’t turn out the way you wanted it to be because prospect mentioned that they are not interested or they don’t need any of your services as of the moment, offer to send information for future reference. This way, they have your files handy whenever they need something in the near future.


Prospect: We’re not interested at this time.

Agent: I understand. How about if we send you more information for future reference. In case you might be doing something in the future, you have our files ready. Would that work for you?

Prospect: Sure.

Agent: I have here your email address, let me verify if this is correct. (verify the email address using phonetics to make sure you have the correct information)

Maximize every call before you decide to surrender for a lead. By doing these tips on all of your call attempts to find out if there’s an opportunity or not. This will make sales reps feel more accomplished even if the prospects says they’re not interested because you know that they don’t need it at this point and both you and the prospect can’t do anything about it.  

Telemarketing Rules in Singapore that you Should Know

Telemarketers are rampant not only in the US but also in Singapore and all over the world.  Many Singaporeans don’t like getting telephone calls from telemarketers advertising different products and services. That is why some Singaporeans decided to register on Do Not Call (DNC) Registry which was officially launched in December 2013 to protect their data from annoying telemarketers disturbing them while they’re busy at work because their numbers will be excluded in a calling list.

According to CCAS (Contact Centre Association of Singapore) here are the telemarketing rules in Singapore that you should know.

Know when to call the right person at the right time.

Contact Centre Association of Singapore - Telemarketing Rules

Telemarketing calls must only be done on the hours mentioned above, except with the express prior consent of the called party. Reach the right person at the right time when there’s a higher chance of getting hold of your prospects and conversion rates are at its most optimal, leading to a higher percentage of success calls. And because of the restrictions, Callbox has to improvised a tool 

Related: The ‘PERFECT’ Timing to Call a Prospect in Singapore

Provide proper Identification.

During an outbound call, the telemarketer must identify herself, state the name of the company they are calling on behalf with and the purpose of her call.

Related: The Many Pleasant Responses in Calling Irate Prospects in Singapore

Supply information upon request of the party being called.

If the call recipient requested for the following information, telemarketers must provide the information.

  • The telemarketer’s name and contact details
  • The name of the telemarketer’s supervisor
  • The name of the organization the telemarketer is calling on behalf with
  • The nature of business of the organization
  • Source of the prospect’s contact information (if available)

Related: Customize Cold Calling Script to Earn More Appointments in Singapore

Do not Call List

All prospects registered in a “Do Not Call” list must not be contacted and advertised of various products and services. When someone asked you to take them off your calling list, telemarketer must update and maintain his/her records on a regular basis. The prospect being placed on a “Do not call” list must remain on the list for at least a year. After which, telemarketers can call them again. However, when asked to be put on a “Do not call” list again, must be included in the list of companies who wishes not to receive any telemarketing calls.

PDPC (Personal Data Protection Commission) chairman Leong Keng Thai said:

“Telemarketers looking to promote their products or services to individuals with Singapore telephone numbers must abide by the DNC provisions. It is a frustrating experience for individuals who have registered their numbers with the DNC registry to continue receiving unsolicited telemarketing messages, and the PDPC will take enforcement action against those who continue to ignore the rules.”

All telemarketers must abide to these rules especially if your target area is within Singapore. Be considerate of your prospects time and respect them by providing information upon request of the party being called.  

Get our FREE sample telemarketing scripts for All Industry types. This includes scripts for appointment setting, event telemarketing, and data profiling:


GUIDE Coaching Bringing the best out of a B2B Telemarketer

GUIDE Coaching: Bringing the best out of a B2B Telemarketer

Telemarketers possess both the pride and pressure of the company they’re representing, that is why they need to be continually developed and coached. This is most notable in outsourced telemarketing and lead generation services companies wherein their agent workforce is the product itself.

These firms usually have a dedicate team leader, quality assurance analyst, and sales coach to make sure the standards of the company – as well as that of the clients – are met.

Most companies would conduct training because it is the best investments that you can make in your telesales team. Training means employee satisfaction and job performance.  In order to bring out the best in your telesales team, you must follow up training with coaching. Constant coaching will help improve sales reps not only on the way they handle their calls but on how they will deliver their call as well.

But how does one really coach a telemarketer, knowing that each one is as unique as the other?

Monique Honaman, a partner at ISHR Group, shares in an article about how they created a coaching model called G.U.I.D.E. which stands for:


This step embodies the essence of engagement. It is all about establishing a relationship “beyond just business” between you and the person you are coaching.  Understand what motivates your agent in terms of her values, her vision for the future and her goals. When doing this, start from familiar to unfamiliar. Find out what the agent knows and offer explanation of what he or she doesn’t know.

TIP: Let the agent participate. Don’t point out the bad habits first. Instead, help the agent feel relax by empathizing with him. The fact that you asked him to undergo coaching already means there are some areas that need improvement. Have the agent listen to his call. Let him participate and evaluate his own call and ask for his feedback. Barriers on effective coaching include the agent’s fear of appearing incompetent which might get defensive. Agent might not listen to your advice and will not apply it on his calls.    


In this step, you and your agent gain mutual clarity on her intentions and vision, either for the short-term or long-term. Here’s where you will clarify those things that drive intentions and often serve to unknowingly confuse the issues and inhibit positive momentum. Create a positive environment. Be patient and give positive reinforcement to the agent.

TIP: Demonstrate the steps on how to do it. Let the agent understand and explain exactly what is being done and what has to be done. Allow agent to ask questions. Let the agent participate. Active participation is essential for instilling long-term learning.


This is where you are encouraged to foster multiple perspectives of the issue and various methods to address the topic being discussed. This is the “meat” of the coaching and the point at which you facilitate an exploration of opportunities and obstacles, while also analyzing various options. You will help your agent to evaluate the pros and cons of each opportunity.

TIP: Let the agent identify his/her mistakes. In coaching, don’t just focus on the bad part. Try acknowledging the good things he did on the call. From the tone of his voice to the way he/she delivers his/her call. Focusing only on the bad side will make the agent feel less enthusiastic about his job. Pointing out the good will help the agent boost his confidence because you don’t only acknowledge his/her mistakes, you also informed him/her that he did something good.

Related: Lessons Learned from a Robot Telemarketer: Samantha West


In this step, you facilitate your agent to make a conscious choice to achieve her vision by clearing the obstacles, confirming buy-in and guiding her toward the necessary next steps. Explain the relationship between what the agent is doing and on how it can affect the company he’s representing in terms of production and quality.

TIP: Conduct a role play with different situations to find out if the agent understands and if he’s ready to apply what he learned. Show the agent on how to handle different situations through role play to prepare him on his next calls.

Encourage and Execute

As a final step, your role is to motivate your agent to move forward on the commitments she has made. Your role is to build confidence, provide encouragement, drive accountability and generally act as a champion to ensure that the positive momentum and the desired outcome are achieved.

TIP: Follow up and evaluate new learning. Check on the agent’s progress to demonstrate your availability to correct and address questions and to discover any new problems.

Coaching helps everyone on the sales team because it gives less experienced reps the confidence they need to do better. It develops employee talent as it teaches agents how they can be most productive. By coaching you are preparing them for their own battle with common phone obstacles. The best way to do this  is to create an environment – and motivation – for them to be the best they can be.

Pleasant Responses to Irate Prospects

The Many Pleasant Responses in Calling Irate Prospects

When you’re in the business that requires you to make sales pitches at people, or at least, get them ready to buy from a company (your client), you need to be ready for some ridiculous reactions. Why? Because we’re talking about using people’s time for something that they have yet to benefit from. Besides, nobody owes you anything, so don’t expect anyone to say “Yes” just because you want them to. Simply put, people are entitled to react negatively.

While the worst case scenario would be your prospect getting all ballistic, there are cases that are not so bad. So let us first categorize the kinds of prospects you will face and how best to handle them.

Scenario #1: Your prospect is BUSY and STRESSED

Picture this: The prospect is right in the middle of something that is not only important, but urgent. She is under a deadline for a report her boss needs within the hour. She is frantically trying to collect the numbers, and is waiting for a call from logistics. Yours comes in, she dives for the handset, and her balloon is burst when she realizes you are not Brad, the logistics guy.


Open with a startling statement that’s both true and relevant. Ask if you’ve interrupted something important (rhetorical) and offer to call back if you have.

What to say:

  • “I know my call couldn’t have come at a worse time, but…”
  • “I am so sorry for catching you at a terrible/very inconvenient time. Can I get back to you later?”
  • “This is obviously not the best time to call. Can I call you again later today?”
  • “I wish I could help you there. I guess the least I could do is call you some other time.”

Or you can send the prospect this message instead:

  • “I have the feeling I called you at a bad time the other day. I apologize. The purpose for my call was to run an idea by you that could potentially help you to (fill in the blank with some result they would be interested in). I’d like to ask you a few questions to determine if we have the basis for a conversation. I will call you again on Friday, or you can reach me at (your office number), and my email is….”

Check this out! Telemarketing 101: Maintaining Pleasantness throughout the Call

Scenario #2: Your prospect is INTERRUPTED

Perhaps he’s in a meeting in his office with his team, one of the members is making an important point, and then, riiiiiiing, riiiiiing… here comes a call. He could ignore it, but instead winks at his audience with a “Watch this” look, and demonstrates how forcefully he can swat away pesky salespeople like you. You don’t know what hit you.



Ask if it’s more convenient to call back at another time. Apologize for interrupting. State a compelling reason for interrupting.

What to say:

  • “I’m sorry for interrupting, but I thought you’d benefit from this offer as this is only open for today.”
  • “A very interesting offer just came up and I thought about how it will benefit your company, so I didn’t wait a second and called you. But since it appears that you’re busy, may I know when I can call you back?”
  • “Look, I understand how you feel. I’d feel the same way, too, if I were in your shoes. But at least consider what I am going offer.
  • “I thought you’d like to avail of our limited-time-only offer, hence the call. I can run you through this now very quickly, or shall I call you later?
  • “I’d understand if you think I’m rude, but I wouldn’t forgive myself if this opportunity passes without you knowing about it…”

Get the best B2B callers in Singapore!

Scenario #3: Your prospect is DISINTERESTED

Your prospect has had a long day. He barely managed to beat the deadline and was halfway through his little prayer, thanking the heavens he’ll be out in 15 minutes. He knocks on wood after whispering “no more calls today, please”. Then you called. So your prospect speaks in a monotone, normal or quiet voice. The greeting is a standardized answering phrase, such as “Marketing Department, can I help you?” Prospects inundated with calls often show such disinterest.


Drop the name of someone else in the prospect’s company who referred you to him or also uses your services. Show interest in his company or industry.

What to say:

  • “Hey, Joe! Rex from admin told me you’re the best guy to talk to about this, so…”
  • “Joe, I hear managers in your industry are being swamped with new orders! Let me help you with that…”
  • “Hi, Joe! Brad from Finance, my roommate in college, told me you just got promoted to head of marketing. I thought you’d like to at least hear my proposal…”
  • “I didn’t want to bother you with this, knowing how many calls you receive each day, but I know this one call will make a difference. You have a minute?”
  • “As the new head of Sales, I heard from your former boss, who happens to be a golf buddy, that you were responsible for the positive jump in your revenues after just three months. I have reason to believe that our new software will help you boost sales even more…”

Related: It’s NOT the End of The World: Nor ‘Telemarketing’ in Singapore!

Scenario #4: Your prospect is APATHETIC

Your prospect doesn’t care anymore. About anything. He could be an employee who’s had seen better days, something with an axe to grind against the boss or the company in general. Or possibly he is just immersed in one of the ten thousand distractions all of us are faced with every day, any of which is perceived as more important than the call coming in at that very moment.

A monotone voice, non-committal verbage and audible sighs are all signs of apathy. Typical phrases are one- or two-word impersonal greetings, like “Marketing” or “Personnel Department.”



Ask for your prospect’s help and draw him or her out with open-ended questions about the company, products or personnel. Your voice tone should impart motivation.

Ultimately, your best response depends on the needs of the prospect. Think about what your product or service offers the customer. Does it save time? Reduce stress? Use the benefits of your product to match your prospect’s state of mind.

To gain an edge over the competition, listen for the verbal clues that will make your prospect glad you called.

  • “Ms. Jones, you sound a little hurried. Would you be interested in hearing about a way to manage your time that has given many executives, like yourself, hundreds of extra hours every year?”
  • “Ms. Jones, it’s Vivi from Callbox. I know we’ve never spoken before, but I’ve got something that can be helpful to you.”
  • “I’ve spoken with your guys from I.T., and the general consensus after your meeting was that, a new software might make work more efficient and save you big bucks. If you have a couple of minutes, I’ll tell you how it can help…”
  • “I can tell you’re in dire need of a solution to that problem that’s been hampering your company’s full growth potential. If I tell you I have it, will you give me a couple of minutes to explain?”
  • “Almost all the companies I’ve had talks with share the same opinion about the system. Fortunately, we’ve found the breakthrough and I’m excited to share it with you first.”

Related: The Parts of the Best Events Telemarketing Script in Singapore

Scenario #5: Your prospect is ANGRY

Consider that it could be one of those days for your prospect that we’ve all had. The kids were being bratty, the unusually bad traffic made her a bit late, two employees she was counting on for input on a project called in sick, and she is dreading having to attend a meeting that she has no idea why she is included in. Her email inbox is overflowing, half of them needing urgent replies, she was just handed the disappointing numbers from the previous day that she will have to explain to the boss, and she realizes she just left her wallet will the cards and cash home.

Your call comes in.
Your prospect answers with short bursts of loud speech like “Yes?” or “What is it?” or “It had better be good”, which tell you that your prospect is angry. The anger may be directed at you, your company or, more likely, another source.

Response: Be soothing

And be unfailingly polite. If you know your prospect well, ask if he’s having a bad day and offer sympathy. If you don’t, offer to call back at a time of his choosing. Do not attempt to present your ideas unless invited to do so, and then keep it brief.

  • “I can sense you’re having a really bad day. I hope things get better. I can call you then.”
  • Ma’am, I am really sorry you’re having a terrible day. I don’t know if this makes you feel better, but I’m having a rough start to my day myself. Now let me turn your day around by what I have to offer…”
  • “You sound a bit angry and I’m sure I’d be too if I were in your place. I’m terribly sorry for that and I’m sure we could turn this around in a jiffy..”
  • “You know, if I felt the way you do, I would take my business down the street too, but here’s the thing, I’m going to do everything I can to make sure not only that you stay with us but that when you walk out this door today you are looking forward to coming back to see us. Now, let me ask you a question…

But if all else fails…

I think a different company may be a better fit for you. Thank you for your time.”

Remember, walking away is not giving up. It means you’ve been rational enough to know that forcing it might do more harm than good.

The 'PERFECT' Time to Call a Prospect

The ‘PERFECT’ Time to Call a Prospect

Topics have been discussed and debated in many telemarketing books and blogs about this, but according to, the best days and time to call are during Wednesdays & Thursdays, 6:45 – 9:00am and 4 – 6pm – the perfect timings to get hold of prospects as these are non-hectic hours during weekdays.

However,  prospecting strategies like reaching the target decision makers at the perfect time, has greatly evolved with processes and technology development. The evolution of marketing automation in particular, where a prospect’s action and intent to communicate can be tracked through the integrated power of nurturing tools and the CRM, has made the call activity multi-functional, and the telemarketer more productive, taking both into a new perspective:

Call the prospect at the time he is most convenient to talk.

This does not merely pertain to the standard day of the week and the hour of the day to call, but the prospect’s preferred schedule –  the time when he’s out of the meeting room and just  browsing some emails while sipping a cup of coffee at his desk, probably  waiting for the the next agenda..

As mentioned earlier, automation tools can  track actions like visiting a website or clicking a contact me form in an email, so strike the iron while it’s hot:

Call the prospect right away after he has taken an action.

Apply the The 5 to 5 Calling Rule for Inbound Leads, this calling strategy has generated over 40%  increase in sales. 

Get hold of the favorable circumstance at the soonest time possible. This is a best practice especially for 1st call encounter wherein the prospect has the highest level of interest in knowing more about your product or service and what benefits the business can get.

Run against time and chance. When you received an email reply where a prospect asks you a question about what you offer or if he requires you to give him a call, never let go of the chance of making a good impression on your first call and keep up with time, as fast as you can. The longer it takes for you to place the call, the chance to reach the prospect diminishes and his level of interest decreases. So it is best to:

Call the prospect at a time when he is expecting your call.

The prospect may have questions after he has read your introductory email, or he  may be urgently needing some information that he hasn’t found answers to from the reference materials you sent or from the website.

But not all contacts would be available as scheduled so you have to take the chance that each new business day brings. And that is to pick up the phone and call contacts that were tagged as  “Follow Up”,  “Not Available”, or even those who said in the previous month that they’re “Not Interested”. These prospects may not be expecting your call but who knows, some of them may already have the “need” for your product at this time or are open to see options this time around.

Related: How to Revive a Lead Gen Campaign Gone Dormant After the Lean Season

Every new day brings opportunities and rooms for growth. Make the best of each day and time that comes to get in touch with prospects – whether it’s scheduled or not, the best time or a chance by luck. Have all these optimistic views every day and inspiration from Sales Playbook:

Related: The Parts of the Best Events Telemarketing Script in Singapore


Everyday . . .

A new business is born that requires your product or service

A business wants to grow and they need your help

A business moves into your area finding it easier to deal with a local company

A new buyer joins the company looking to make a name for them self

That old buyer who used to tell you “NO” may have left

A company needs to get a better market share . . . your idea can help

It's NOT the End of The World Nor 'Telemarketing' in Singapore!

It’s NOT the End of The World: Nor ‘Telemarketing’ in Singapore!

I came across a Yahoo article headlined:“ Cassette Tapes Make Comeback After Big Stars Release Albums On Old Format”… were these ever been extinct?

10 years ago, Telemarketing was said to become extinct. But what went wrong? Telemarketing is still one of the most pursued and executed B2B prospecting strategies most specially by giant industries like IT and Software.

Entrepreneur magazine’s article in 2007 titled “10 Businesses Facing Extinction in 10 Years” talked about the industries that were likely to get extinct 10 years after. Telemarketing was included but stood out among others listed.

Below are 5 of the 10 industries mentioned; see what has taken over them:

Record stores

Online /digital music sites like Spotify, eMusic and AllMusic offer free music downloads and are very accessible via different gadgets. Record players like CD’s and Cassettes were no longer sold and instead became music memorabilias of the previous decades, if so, just a few.

Camera Film Manufacturing

Film - It's NOT the End of The World Nor 'Telemarketing' in Singapore!

Digital photography has taken its toll on camera film. Saving and publishing are now done via data transfer, while dark rooms turned into print out booths in photo studios and malls.


Daily print out and distribution have greatly decreased in the 1990’s as media outlets revolutionized journalism and broadcasting through the internet.

Pay phone

Payphone - It's NOT the End of The World: Nor 'Telemarketing' in Singapore!

Telcos nowadays come with very enticing mobile and internet bundles – so who else needs to run to a pay phone booth when communication is just a chat or mobile call away?


Telemarketing - It's NOT the End of The World: Nor 'Telemarketing' in Singapore!

As mentioned earlier, telemarketing is included in the list but projects quite a different image.

Many people dread cold calls from sales reps who bug them on the phone day or night, and the pronouncement of telemarketing extinction was good news to them.

Following Australia’s ACMA, SIngapore launched PDPC (Personal Data Protection Commission)  in 2013, a government statutory body to administer and enforce the Personal Data Protection Act 2012, to help organisations understand and comply with the PDPA,as well as to promote greater awareness of the importance of personal data protection in the country.

The act gave consumers and organizations the option to enlist their names in the Do Not Call and Do Not Email registry to avoid unsolicited communications like calls and emails.

And as of December 2015, total consumer registrants were 854,376 and organizations account created were 5,984.

The DNC and DNE listing was thought to expedite the extinction of telemarketing but resulted otherwise – it made telemarketing providers become smarter and more precautious in managing their outbound communications.

Here’s why we think telemarketing is still in: Keep Calm and Cold Call: B2B Telemarketing is Still an Unstoppable Force

In fact, an industry survey on personal data protection showed that more than 80% of telemarketing organizations were aware of the obligation to check the DNC registry. 

These providers utilize innovative technology on email scrubbing and number filtering in their data warehouses to ensure data integrity.

The DNC / DNE regulations even enhanced telemarketing organizations’ creative minds to continuously uncover thought processes and innovative technologies to ease workflow through multiple channels, seem to be scrubbing out the word extinct from the story.

Industry behemoths like IT and Software gear towards the proven effective technology and processes of Telemarketing in scaling up their business growth, thus making Telemarketing  evolve and reinvent itself over time by giving it a pivotal space in their marketing strategy landscape.

Here’s one article that shows the benefits of telemarketing to ISP providers in Australia.

And that’s no difference to big time artists who started releasing new albums on cassette tapes recently, thus replaying its melodic significance in the music industry.

 Check out these successful telemarketing campaign:

Well-Documented Multinational Company Switches to Telemarketing, Lowers Cost Per Lead by 60%
Callbox Telemarketing Boosts Online Advertising
Leading Global Facilities Management Company Adopts Telemarketing after First Campaign with Callbox

Featured: The Parts of the Best Events Telemarketing Script in Singapore

The Parts of the Best Events Telemarketing Script in Singapore
FREE Events Telemarketing Script Sample and Tips for Singapore!

 Interested to avail proven and tested telemarketing service in Singapore?

Dial +65 6248.5023 / +65 3159.1112 or contact us to get more qualified leads.

Why Outsourcing Telemarketing Will Give You More Singapore B2B Leads

Why Outsourcing Telemarketing Will Give You More Singapore B2B Leads

Lead generation telemarketing is one of the most effective and is the most common widely used method of connecting with your prospect over the telephone. If you are serious in getting high quality Singapore sales ready leads and want to turn cold calls into hot leads, then this article if for you.

Telemarketing requires time and effort especially if you don’t have enough resources to handle this kind of responsibility. It is no secret that telemarketing is often underestimated as a lead generation tool, as a result, company owners and even marketing managers tend to assign telemarketing work to part-timers and recent hires. The result is that these employees are not too enthusiastic about their work, much less knowledgeable about what is expected of them. Moreover, because they have no dedicated managers and supervisors and those assigned to them are already preoccupied with other company responsibilities, they can’t monitor the telemarketing work properly, further decreasing the chance of getting any business leads from the campaign.

Here are the reasons why successful companies consider outsourcing B2B lead generation to the experts.  

#1: Any good calling company starts with a good calling list.

Telemarketing companies have a list of targeted database of different Managers, C level people, VPs and Presidents of different organization. A successful B2B campaign requires the right data because nobody wants to be called or call the same company over and over again. Here’s how to get targeted list in Singapore with the help of an outsourced lead generation company. 

#2: All B2B telemarketing companies invest on their people by hiring and training them.

They have telemarketers that are better equipped to handle any and all types of people over the phone, resulting in more amiable B2B leads.

#3: Have a customized campaign based on your target market.

Your cold calling campaign strategy can immediately be adjusted according to the client to get better results.

#4: You can get more for every penny you spend, and save more in the long run.

Get qualified sales ready leads in every campaign.

#5: Talk to those who matter.

You don’t need to do prospecting and cold calling. Instead, of reaching out to different people, connect only to interested prospects who are ready to talk about your products or service. Telemarketing companies have experienced sales reps that are capable of finding these prospects for you. Update your list and eliminate outdated business contacts.

#6: Focus on your main responsibilities.

Managing and training your sales reps requires energy. Outsourcing a company of professional and skilled sales reps will help you focus on your job responsibilities such as planning for a marketing campaign for a new product or service.

#7: Have the right tool.

Telemarketing companies invest on providing quality service with the right tools from the database to reporting that they need to do the job.

Here are some examples of calling technologies we used at Callbox:

Here is what you can expect if you outsource a telemarketing company to do B2B lead generation for you.

  • Your existing business processes will have an increase in productivity because of the decreased workload of your employees.
  • Increase in your conversion rate. Your B2B leads are more likely to be converted into sales.
  • You can save money and generate more.
  • Growth in your business as your telemarketing campaign can convert more leads.

Having a healthy sales operation means the company has a good source of sales-ready leads. And there are many ways to solve a problem on how to get better B2B leads. Outsourcing a telemarketing company to handle this for you is the most efficient way to do it to sustain the growth of your business. If you want a telemarketing campaign for your Singapore business, then don’t waste any time and seek an experienced and professional telemarketing services provider right from the start.

Get our FREE sample telemarketing scripts for All Industry types. This includes scripts for appointment setting, event telemarketing, and data profiling:

Telemarketing for Financial Leads- Don’t Sound too Technical

Telemarketing for Financial Leads: Don’t Sound too Technical

Product knowledge means more sales. We all know that as a salesperson, you should be familiar with the features and benefits of your product. However, it is always not a good idea to show off how much you know about your financial software.

Sure, you can talk to someone from the Information Technology department. However, the main prospects for financial solution companies are Financial Directors, Financial Managers, CFOs or Financial Controllers because they are the end user of your product. So using terms that are too technical to them in your B2B lead generation telemarketing script can only complicate their decision to buy from you.

How? As a sales rep, if you sound like you know everything, even the technical part of your software will make them feel like they can ask you anything.

“How does your software work?”

“We already have software for our payroll. Can we incorporate it into our system and just use some of your software’s features such as reporting, accounts payable and accounts receivable?”

That is good, right? Because if they do, it could mean they might consider buying from you. However, it could also mean that they don’t need to speak to your Consultant because he can ask whatever it is that he needs to know from you. The worst part is what if you can’t answer some of your prospect’s questions?

What’s more important is for your prospects to understand what your financial software can offer that can help them. Not letting them know how much you know about your product. Here’s a sample script that I personally use when looking for financial software leads.

Hi! This is Katrina and I’m calling from ______. Am I speaking with Michelle Sy, the Financial Director?

Michelle, would you be the person in-charge of your financial planning and business forecasting?  

I’m calling from_____. We provide Financial Budgeting and forecasting solutions. I’m calling to introduce our Budgeting and planning application.

Related: How Successful Singaporeans in Financial Industry Spend their Mornings

If I may ask,

  • Does your organization currently do budgeting and forecasting?
  • How do you currently do this process and how often? (Take note if they are using Excel or a specific tool. Try to get the brand name of the software)
  • How do you track your actual performance vs budget/forecast?
  • Are there specific areas in your current setup that you wish to be improved?

Related: The 7-step beginner’s guide to Software Solutions Marketing


  • When does your budgeting cycle start? When does it end?
  • Are you looking to evaluate a new solution?
  • Have you drafted a budget for the project?
  • What’s your role in the decision-making process? (Recommender, Evaluator, Decision Maker)

If NO:

Would you be open for a solution demo for you to see how our Budgeting application works to reduce the overheads with Annual Budgeting and periodic forecasting.?

We can send you a link to our quick online demo. May I have your email address, please?

Verify all contact details: Complete Name, Company address, Email address, Job Title, Contact Number, Direct Line or Mobile Number

Thank you for your time, Michelle. Have a great day!

Related: How to Make Current Customers in Singapore Renew Their Contract with Your Company

When doing telemarketing for financial leads, it is best to dig in about their pain points and offer a solution to their problems. In any case, it wouldn’t be a pleasant endeavor in the same manner as having managers to uncover what you are trying to say.