Handling Telemarketing Calls With Business Executives

Handling Telemarketing Calls With Business Executives

All right, after a successful B2B telemarketing call to business executives, you end up with a meeting with them. Now, a business meeting with potential sales leads may not have to be in person. It could take many forms, like another telephone call, a video conversation, email, or perhaps a myriad of other things that marketers do these days. What never changes, despite all this variety in B2B appointment setting, is the process of actually discussing business with your prospects. You have to know where to start, as well as figure out what you need to do before, during, and after meeting with your prospects. That can spell all the difference in your marketing campaign. So, how will you do that?

  1. Do your research – before you meet with your business prospects, you need to do your homework with regards to their interests. Study their industry, the kind of markets they serve, what products and services they offer, as well as the problems they face. You just cannot step inside the office and speak things at the top of your head. That would be a real disaster waiting to happen.
  2. Never assume they know you – many a failed business meeting with prospective B2B leads can be traced to the simple assumption that the prospects already know you and your business. Be graceful enough to introduce yourself and your company. Help them connect your name to your business, and then go straight to the point.
  3. Present proof of credibility – once the meeting has started, you should show your prospects proof that you know your business. Focus on the problems that these executives face in their business. Try not to sell them anything yet, nor focus on the features and benefits that your solution provides. This will give them more reason to trust you.
  4. Ask intelligent questions – you see, asking a question, and asking the right question, are two very different things. The former will indicate that you do not know anything about your prospect’s problems. The latter shows your intelligence and that you are determined to find the right solution to their problems. It will not take you much to figure out which one will work.
  5. Talk less and listen more – when you are in a business meeting with B2B lead generation prospects, you should take this as an opportunity to learn more about them. You should talk, when you have to talk, but leave most of the talking to them. Surely, they have a lot to say about their business and what they need.
  6. Put value in your talk – you should be able to add something to the business discussion, something new and intangible that your prospects would want to hear about. It may not seem that much to you, but business executives value that.
  7. Conclude the talk – whether you have closed the deal with them at this point, or if you need to have more discussion, you should have this ironed-out during your current meeting. Be clear and concise with the details.

Once you mastered these steps, it would be easier for you and your lead generation team to handle business executives in a meeting.

Secrets Of A Successful IT Telemarketing Team

Secrets Of A Successful IT Telemarketing Team

You know just how hard it is to do business in these days, especially where the IT and software industry is involved. You have to work hard to gain more sales leads, not to mention getting more of these converted into actual business deals. To make that happen, you will need the help of a professional IT telemarketing team. But that may not even be enough. You know, when it comes to IT lead generation, anyone can generate business leads. The only difference in each one is that only the most successful ones ever reach their marketing goals consistently. What is the secret of these successes? What do they have that makes them more effective in their marketing campaigns? Well, the answers might surprise you:

  1. They have a leader in charge – a good IT appointment setting team has a leader who is in control of the situation. You see, no matter what the composition his marketing team consists of, it takes a great leader to get them to produce results.
  2. They have clear and measurable goals – shooting blindly in the dark is not only risky, but a complete waste of time and resources. An effective marketing team would be able to set clear B2B leads goals and have the means to measure their effectiveness. That is how they become successful in the end.
  3. They have well-defined roles – you see, in a marketing team, everyone has their specific roles. Letting their work overlap each other would only cause confusion and ambiguity within the team. Just think about it, what if a business prospect has to meet a lot of different people for a single deal. That would be a confusing experience for them, right?
  4. They share resources – money, time, effort, sales leads, etc. are assets that can be used by the entire team. And since we are talking about a team, it makes sense that your people are willing to share what they have in excess. This keeps the internal gears working smoothly, enabling everyone to continue with their work.
  5. They know how to communicate properly – marketing is all about communication, and a B2B appointment setting team that can handle the communication role well is a team set to succeed. You should try investing well in one.
  6. They are committed to the job – let us face it, telemarketing is not exactly a glamorous job. It takes a really committed team to stay and perform well in this profession if they want to get a lot of profitable sales leads. And that is a fact learned by experience.
  7. They do not have huge egos – ‘pride comes before the fall’ so to speak. Like the old saying, a marketing team that brags about their success and rests on their laurels in not only a team that is a pain to manage, but also one that is headed to failure. That is a fact.

If you can get a team like that assembled, then maybe your IT lead generation campaign would be more successful.

Reason Why You Cannot Sell Software Services Effectively? Communication

Software companies are wondering why it’s getting harder and harder to sell software services to businesses. In order for a software company to stand out in the B2B appointment setting game, they need to gain the trust of their sales leads prospects.

Easy for us to say, “You must have faith in what you offer” or “Have a referral program and ask your customers to promote your business to those they know”. Whatever your advice is, you will never understand unless you sell software yourself. In my 10 years of experience in sales, I know how hard it is to market software products and services.  What is the reason for this?

The answer is simple: communication.

The main culprit in failed B2B software lead generation campaigns is poor communication. Here are some of these errors.

You talk while you think

A lot of marketers are guilty of this, especially those involved in B2B telemarketing. While it is true that you need to think of the possible objections or questions from your prospect in order to provide solutions. However, you must do that before you make calls. Talking while thinking can cause you to lose focus on your discussion with your prospect. A simple solution is to prepare beforehand and just think a bit before answering.

Related: How to Spot a “Requested More Information” in Every Sales Objection

You do not follow through

I once spoke with a telemarketer selling internet services. I’m driving at the moment and asked him to call me back. She promised to call me back in ten minutes. Problem is, he did not. 2 weeks after someone else called me back. Whenever your prospect asked you to call back, follow through what you said. That person on the other end of the line is probably waiting for you. Here’s How Prospects Really Want You to Follow Up

You never listen

Rebuttals are necessary for a call, but never should it become an avenue for you to argue with your prospects. A good salesperson should probe and ask questions even if the prospect is not interested. Rebuttals are there to give your B2B leads prospects more reason to do business with you. However, having a debate with your prospect won’t do you any good. You should avoid that as much as possible.

Related: Use These Phrases to Impress Singaporean Prospects When Calling

You are too defensive 

Many telemarketers tend to provide solutions to non-existent problems. In order to handle your call effectively, you must only say important information needed by your prospect. This trait is a typical ‘pushy salesman’ image that you should avoid. Keep in mind that your business exists solely to satisfy your prospects’ needs, and to ensure that the people receiving them are actually in need of the service. Selling your prospects something they do not need is unprofessional. It will ruin your chance to close the deal. So, when you’re selling something, make sure the other party is actually in need of it. Get Started with these Effective Telemarketing Scripts for All Industries [FREE TEMPLATES].

Communication will always be a part of the business. After all, doing business is all about interacting with your prospects. What a better way to interact with them is to communicate, right? Your ability to generate more B2B software leads will depend on your skills in communicating. It may be hard at the start, but at least you have something good to work on. Just take your time and practice, and you will polish your communication skills.

A Reflection of Outbound Telemarketing through Classic Love Songs of the 70’s and 80’s

A Reflection of Outbound Telemarketing through Classic Love Songs of the 70’s and 80’s

There are reasons why people never forget songs from the past. First of all, they were written back when songwriters really wrote from the heart, when they used faithful words and metaphors of how they felt at that time. It is also because old songs are universal – although they may tell particular love stories, they may also be applied to almost anything in life.

Say, Outbound Telemarketing and Lead Generation?

Like a typical cycle of human emotions, Outbound Telemarketing and Lead Generation also follow a path where every action matters and could either be helpful or detrimental to the goal. It’s easy to understand how the Telemarketing process works by relating them to timeless songs:

Hello (Lionel Richie, 1984)

  • Of course, everything starts with a greeting. This initial contact is one of the most crucial parts of a Telemarketing call. If not done right, a professional telemarketer may not even get to proceed to anything at all.

Getting to Know Each Other (Gerard Kenny, 1980) –

  • Also a make or break stage, this is when the telemarketer tells something about his company and at the same time asks the prospect about certain details relevant to Lead Generation. Although it is not the actual sales pitch yet, asking the wrong questions or introducing impertinent points may ruin the conversation.

Words (Bee Gees, 1977) –

  • Words are all telemarketers have to take a prospect’s heart away. This is it – this is where the real stuff happens. The telemarketer discusses specific information on the goods or services or potential contract details. As expected, the telemarketer would also have to answer the prospect’s curious questions and clarifications.

It Might Be You (Stephen Bishop, 1983) –

  • Depending on the outcome of the product discussion, the prospect may now realize the benefits and likelihood of the proposal. He may give hints that he is interested and may be now ready to take things a step further.

I’d Really Love to See You Tonight (England Dan & John Ford Coley, 1976) –

  • Well, not tonight, but definitely in the future. This is when Appointment Setting is done, usually an in-person meeting with a Sales Executive or a phone call during the prospect’s preferred schedule.

The Search is Over (Survivor, 1985) –

  • The prospect’s meeting with the Sales Executive may seal the deal, and the Telemarketer’s mission is completed, unless otherwise if the deal was not made.

Don’t Throw it All Away (Bee Gees, 1978) –

  • If the prospect declined a business partnership, it’s still considered a lead, but one that has to be recycled and followed-up in the future. It goes back to the Telemarketers work list and may not be touched in the near future until a new need has developed.

Somewhere Down the Road (Barry Manilow, 1981) –

  • A sales call may not always turn out productive, but the good thing about it is that in this industry, “no” is not absolute. As long as Outbound Telemarketing services providers keep records of target information, there will always be opportunities and needs somewhere down the road, and when that time comes, the mission is reborn.
jigsaw pieces of head illustration

The Psychology of Outbound Telemarketing: Assessing Prospects’ Personalities

Talking to another person is part of human’s basic natures. It’s not supposed to be a complex system or an art to be perfected. However, in instances where the manner of conversation would determine how a certain goal is reached, it is very important to know various types of personalities. In the commerce of b2b outbound telemarketing and lead generation, talk is money. And conversations run the business.

Sales leads are generated prospective clients are contacted by professional telemarketers and attempt to engage them into a meaningful, information-oriented discussion of a potential business partnership. But because each person is so dynamic – and sometimes erratic – there should be a structure of profiling and assessment for telemarketers to craft the best approach towards each personality type.

There are four established social styles that customers may employ:

The Driver

Drivers are talkers. They like to run the show. They don’t want to be dictated on what they need to do, and they don’t want to be told what they already know. They want telemarketers to get to the point in the least amount of time, and then they throw a lot of unrelated questions simultaneously. Some of those questions need not be answered, and the challenge is to have them listen – which could be a difficult task especially if they’re not interested by default. It is very uncommon for Drivers to admit that they are interested with the product, but once they do, it’s genuine. The rule is to never interrupt them in their streak of monologues. Wait for that rare, miniscule window of opportunity.

The Analytic

The term itself can be intimidating, and indeed, this social style is a no non-sense type. Analytic ones dwell on the most specific of specifics, and unlike Drivers, they only throw questions which are relevant. They actually like to be drawn into a thorough discussion of the goods or services, and they don’t mind if the telemarketer does all the talking. Are they interested? One can never tell. They just like to gather as many information as they could and analyze them in a discreet, swift manner. These are common in software and IT products and services companies where most decision-makers are experts in their field and are usually subtly technical in the way they converse.

The Amiable

Talking to Amiable ones is a walk in the park, but usually unproductive. These are people who have absolutely no problem with spending precious time on the phone with telemarketers who may or may not present benefits to them or their company. They are not necessarily talkative; they just enjoy the “act” of talking to people. They would answer any reasonable questions, agree to appointments if they have the time, and even respond to surveys, emails and follow-ups. The quality of their interest can be dodgy and tentative, therefore, this level or receptiveness doesn’t automatically equate to sales leads.

The Expressive

Expressive ones have all four social styles rolled into one. They like to talk, analyze and make friends. While Drivers may bombard telemarketers with all the questions and objections, Expressive ones would blab about how their business is going, what’s happening with their current provider, or how they indeed require such external services, etc. They’re the type who knows what’s going on with their business; they are open to ideas and services and would consider every one of them as much as they can. They can be very accurate on describing their business needs, and with the right questions, they may turn into solid sales leads.

Every unique individual deserves a distinctive approach to telemarketing, and it all comes down to having the right knowledge and skills to “assess” common behavior. The last thing a telemarketer wants is to employ a style that would “clash” with the prospective client’s personality, thus reducing chances of a potential business opportunity.

A graphic illustration of a telephone with piled of papers

Telephone Survey

Information and feedback are two very important sources by which business moves are based. Telephone surveys are done if businesses need immediate knowledge on their customers’ thoughts on the company, its product and/or services. Market research surveys done via the telephone is an indispensable tool for information gathering.

A telephone survey is a direct research tool which is reasonably reliable and inexpensive. It is wise and practical for businesses to launch a customer satisfaction survey or customer service phone survey and use the data gathered to plane more effective sales and marketing campaigns. But the question is “Does your team have the time to do interviews?”.

Phone survey companies offer a variety of phone survey services — phone market research, customer survey services, and customer service satisfaction surveys. Callbox’s highly trained agents do surveys over the phone to determine a company’s current market standing. Through a telephone survey, Callbox representatives interview the client’s customers and ask them the right questions to provide the market information that applies to the client’s business and/or industry. Our agents are trained to effectively collect as much valuable information as possible. Quality assurance analysts monitor all agents to ensure call quality. Our agents will follow a script which the client provides, or one which was created for the client by our sales and marketing experts. Additionally, the progress of the campaign may be viewed through Callbox’s proprietary software Pipeline CRM.

What are the Benefits of Telemarketing?

It has been established that telemarketing is one of the most effective tools in marketing. Telemarketing is the process of advertising and selling a product or a service over the telephone. What makes it mainly effective is that the salesperson can communicate directly to the targeted customers and consumers hence creating a solid foundation for an effective relationship with customers and consumers.

So what are the amazing benefits of telemarketing?

Instant Sales

The chief and important reason why telemarketing is effective is that it yields immediate results. The salesperson can create a sale during a call.  This is because the representative has enough time to concisely explain the details of the product and services and other offers that could make the sale easier.  If customers have inquiries about the services and the products the representative can also immediately answer them thereby building trust that oftentimes leads to sales.

Builds a Strong Customer Relationship.

Telemarketing is done through direct communication between two participants. Customers often want to have the response to their questions answered directly and in a manner that they can understand. When the salesperson talks to the customer, they get to have a peek at their personality giving them an understanding of how to approach the question the customer. Sometimes although the customers ask the same questions, the answers should be right-sized to the customer. In telemarketing, the relationship between a business organization and its customers becomes interactive thus promoting the customer’s loyalty to the business organization.

Immediate Interest

Everyone is a customer and based on observation, sales calls are rarely ignored.  A salesperson has the power to grab a customer’s attention at the instance of the call because a sales call is directed towards the individual customer unlike in mediums such as radio promotion and TV advertisement that goes broadly toward a general audience.

Round the Clock Support

Customers absolutely love a service that is available 24/7.  Some customers have inquiries popping out of their minds in the wee hours or during weekends, and telemarketing call centers mostly operate every day of the week. This also gives the customers the liberty to call whenever they want. Being there when your customers need you to add to the factors that attract their loyalty.

Boosting Your Sales

Telemarketing does work. You may offer whatever items or services you have in a hassle-free manner using this and other strategies to improve sales efficiency. One of the most beneficial aspects of telemarketing is that it allows you to get rapid results, such as sales.

Your salespeople or virtual sales associates may complete a transaction right away during telemarketing calls. It will still be dependent on the consumer, but more so on the sales agent’s ability. They must clearly explain the specifics and persuade clients to make a purchase. They must also be capable of addressing prospects’ inquiries. That is why appropriate training and a thorough grasp of what you all are selling are essential.

Helps Expand Your Brand’s Reach

Another wonderful advantage of telemarketing is the ease with which you may develop your business. It enables you to communicate with and reach out to consumers from afar. Selling from afar, far away from your business, may help you expand your sales zone and reach more customers. Having additional possible business possibilities is a huge benefit for your firm.

Telemarketing may help you expand your business’s reach not only to new clients but also to existing ones. You may sell to both new and existing customers regardless of their location. You may follow up with them and keep them informed about new products and services. Because telemarketing is easier for clients, you can keep them interested this way. You’re delivering your products and services right to their doorstep, allowing them to obtain immediate responses to their queries and concerns. If you evaluate telemarketing in detail, there are so many benefits to it as long as its best practices are properly executed by the salesperson or by the people handling the calls. In telemarketing, whoever represents your business, organization, or your company, must have the perfect knowledge to answer the wide-ranging questions of the customers.  They must also represent the company well and accurately. For all the good results to be reaped, you must sow the techniques properly.

A telemarketer woman

Why Patient Telemarketers Win Out in Telemarketing-And How to be Like Them

Patience is important in B2B telemarketing since results won’t just happen as soon as we would like them to.  Imagine you are a professional telemarketer very eager to make a sale yet your prospect says “NO” or “NOT NOW.”  You become disappointed.  What you must realize is that your success or failure is a choice.  There is nothing you can do to push these people to buy from you at that very moment.  Sit back and wait it out.  Give your prospects a week or two to decide.  You can make a follow up call or send them an email.  The point here is, you can learn the art of patience and you can be successful if you choose to.

One of the most admirable characteristics of the most successful telemarketers today is patience. This simply means, these marketers learn to work hard and do things over and over again until they get the results they want.  In this blog, I will share just a few ways to help you be like them.  Understand them and see if you qualify.

  • Patient telemarketers stick with all their goals yet they don’t expect them to happen overnight. They know that time is their best asset and that all their goals can be achieved as long as they give themselves a realistic time frame.
  • Patient telemarketers are not easily discouraged by momentary delays. They make use of this idle time to reevaluate themselves and to work on other important tasks.  For example, they try to nurture the relationships they have with their prospects through social media or email.  They do more in research and improve their calling scripts to be more effective.
  • Patient telemarketers are not “pushy”. They don’t urge prospects to decide right away.
  • Patient telemarketers plan their calls. They think well before they act, listen well before they speak and research well before they cold call.  Consequently, they make wise and sound decisions.

Practicing patience is important not only in telemarketing, but also in B2B lead generation and B2B appointment setting.  Remember business is a process and it takes time (sometimes longer time).  Hang back and wait patiently. And when the perfect day comes your way, just grab it.

How NOT To Manage Your Telemarketers

How NOT To Manage Your Telemarketers

Have you noticed something in your room that sits in a corner or hidden in a box for maybe over a year now and seems to occupy a space for supposedly more valuable things? Clutter and that needs to be purged out of your room.

But did you know that there are also clutter in the office? Not merely papers, staple wires nor aged receipts but telemarketers who just sit there, make calls, take a break and leave for home on the dot. Can you purge them out of the office, too? Not too soon.

Being so stringent on your telemarketers during the whole shift, noticing every action they make will not guarantee you a leadership award nor grant your team a company-paid vacation in the Bahamas as top performers, but most likely result in a fast turn-over in your staffing. This means that you should give your telemarketers a room for growth and manage independence.

So learn team management best practices that you may implement among your staff that are less stressful and do not require much stringency. Below are tips on how not to manage your telemarketers.

Set Proper Expectations

Give your telemarketers the big picture of how their responsibilities would impact the whole team’s performance and the company as well. Regardless of how small or large their tasks are, make them understand that everything, done right or otherwise, would contribute to the end results. One telemarketer with failed statistics will definitely push the team’s statistics down.

Related: Drive for Sales: B2B Telemarketing Tips That Help Close the Deal

Perk Up Interest

Leaders are being looked up to by his subordinates at all times so walk your talk and show templates of performance which your telemarketers can use in order to improve their skills and enhance their knowledge. Create and innovate strategies that would draw their interest to perform at their best and exceed expectations. Like when a new calling tool is introduced, take the time to learn and utilize the tool before sharing knowledge with your telemarketers.

Related: Gain New Market Opportunities in Singapore with Outsourced Telemarketing Service

Entrust and Trust   

Assign them additional tasks that would mold them into better telemarketers and eventually contribute to their growth like having them update systems and spreadsheets and assigning them tasks during team meetings like keeping attendance and contribute ideas. Let them do, discover and recreate on these tasks by themselves, thus will merit them self-confidence and hone their leadership potentialities.

Nurture

As a leader, you have to continuously nurture your telemarketers’ knowledge and skills for them to become consistently effective in their jobs. Also, shape their characters to draw self-motivation to keep them success-driven. Team and individual coaching should be available not only b schedule but anytime your agent needs it.     

Related: 5 Lead Nurture Tools to Turn Cold Singapore Prospects to Warm

Drive Them Through The Right Track

Leaders are role models and have the weighty task to do only the right thing at the right time for the good of all. If you commit mistakes, take the courage to correct it at the soonest time to avoid complication. Draw lessons from mistakes and craft actions steps with the whole team on how to handle similar cases in the future.   

Related: How Outsourced Appointment Setting Team help Accelerate Growth

Note that not everything that sits idle should be deemed valueless, instead contemplate on options on which can be improved, revised or reused. Not all clutter deserves to be purged; some may just need to be free from rust and dust to uncover their worth and possibly become more valuable in the future.

How To Train Telemarketers To Sell Your Products And Services

How To Train Telemarketers To Sell Your Products And Services

Selling to business to business (b2b) companies requires a distinct type of telemarketing. To differentiate your telemarketing from other telesales efforts and to better market your offerings to your business leads, you need to help your telemarketer gain more than just simple knowledge of your products and services.

Helping your telemarketer own the script

  • Help your telemarketer feel important – most companies who use telemarketing to sell their products and services fail to welcome a new telemarketer into the company organizational structure. They simply hand over a script and calling list to their employee and expect him to immediately start selling. Even veteran telemarketers need to know their place in a new company and need to feel a sense of ownership of the product or service to be able to sell it convincingly.
  • Review scripts with your telemarketer – after handing the script to your telemarketer, you need to spend time discussing this with him. He may have certain questions or doubts about the script or product that you can help clear up. When these uncertainties are not resolved, he could unintentionally impart this doubt to your business leads whenever he delivers his spiel.
  • Include your telemarketer when improving scripts – Eventually, your telemarketing scripts will need improving. No other person in your company can provide better insights on how to improve your script than the person delivering it everyday. He can suggest which parts of the script to emphasize or revise based on the reactions he gets from business leads. After the revision, your telemarketer will be more confident selling using the script because of the personal involvement in its creation.
  • Prepare your telemarketer for reality – reassure your telemarketer that you do not expect him to close the sale or set an appointment on every call and that rejection is inevitable, but remind him that the company highlights successful sales or appointments. This will condition your telemarketer to focus on selling rather than being rejected. It will also keep him from fearing cold calling or becoming rude to business leads.

An easier, cheaper way

Of course, to save yourself from the hassle of having to spend precious time training your telemarketers, you can always consider outsourcing your telemarketing to a business process outsourcing (BPO) company. There are plenty of BPO companies that you can outsource to, but to ensure your company’s integrity, you must hire a reliable telemarketing firm with vast experience in b2b cold calling. Doing so would ensure you that professional telemarketers who are experts in b2b telemarketing are communicating your products and services to your targeted calling list.

Asian man holding a smartphone while thinking

What is B2B Telemarketing?

The design and purpose of B2B telemarketing is very different from that of ‘telesales.’ The negative connotation associated with telemarketing is often due to its confusion with telesales.  Although telesales is a form of telemarketing, telesales is typically used in the business world to sell a product or service-or essentially close a sale. The telesales call is not successful if sale is not generated and completed during the call. B2B telemarketing is different in that the purpose is to generate interest, encourage additional contact, and build strong B2B relationships and calls are typically made directly to the decision makers within the potential or existing client’s organization. Depending upon the desired results of your B2B telemarketing campaign, outbound telemarketing callers can attempt to entice the recipient of the call into wanting to hear more about your product or service, or they might try to schedule a follow up visit with a company representative to discuss the potential client’s needs, as they pertain to your business, in more detail.

B2B telemarketing agents often make contact to gather information from clients or potential clients in order to improve their own processes and procedures. These types of calls are often referred to as telemarketing surveys. The results of telemarketing surveys are often instrumental in improving company policies, procedures, and strategic decisions.