Marketing is how you communicate with your prospective clients with the goal of selling your product or service to them. Selling the feature of your product or service is a key aspect of management. But closing a deal that leads to a sale is definitely the best part of marketing.
Being able to work in a call center, allow me to share with you my experience in telemarketing. But first let me give you the definition of what telemarketing is.
TELEMARKETING is a method of direct marketing in which a salesperson solicits prospective customers to buy products or services, either over the phone or through a subsequent face to face or Web conferencing appointment scheduled during the call. The person responsible for selling the product or service over the phone is called a TELEMARKETER in which they do not meet the customers personally.
In telemarketing, we only make transactions over the phone. So, good telemarketers need to be well-oriented with the product/service being sold aside from knowing the company. We need to tell our potential clients the edge of our product over our competitors by studying the company’s history, philosophy, and customer feedback. By doing this we are able to provide our prospective customers a complete and favorable scenario of who they are dealing with. Once we are able to convince the customer with our product/service, we need to explain how the sale is done from billing to shipment, customer support and refund policies.
A good telemarketer speaks with a tone of authority in order to put customers’ minds at ease. That is why voice modulation and product knowledge are very important in building rapport. I want to emphasize the word RAPPORT. Making our customers at ease and confident with us.
A good telemarketer also has a good communication skills. We need to speak slowly, loudly and clearly enough that customers can easily understand us. We need also to be considerate of the people we are calling. We have to introduce ourselves and explain the purpose of our call as soon as possible in the conversation. We also need to take time to listen to responses.
Why this is needed? Because it is very difficult to handle objection over the phone. Aside from that we do not know who our clients are. It is very important that we know how to answer their queries or how we can overcome their rejections. Although it is not unusual for a telemarketer to be rejected by several potential customers before reaching 1 interested customer. We just don’t have to take the rejections personally. Instead we will take them as an opportunity to develop our telemarketing skills.