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Ways To Reduce Customer Refusal In Telemarketing

2010/10/18 18:30:00 112

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Telemarketing Overcomes Customer Refusal

Because

Telemarketing

Low cost and high efficiency.

So in recent years, it has become the main marketing method of many enterprises.

However, the biggest obstacle faced by enterprises in telemarketing is how to win customers' love and trust by telemarketing staff.

This article is for the vast number of sales people engaged in telemarketing.

As we all know, in telemarketing,

Customer refusal

The rate is very high. In some industries, such as tourism and insurance, the success rate of 5-10% is pretty good.

According to the statistics of historical data, about half of the other 90-95% customers were rejected by our customers on the phone, and our sales representatives gave up.

How to tap the potential of these customers as far as possible, so that a conversation that seems impossible to reach any deal becomes a tangible sales achievement.

Overcome

OVERCOME OBJECTIONS is the key.

In the daily work of our seats, there is still a general idea of "I am disturbing my customers, and I want to convey the maximum information in the shortest time".

This led them to commit a major selling job:

In the absence of a good customer demand, we rush to attack. When our customers do not feel that they have to buy a product, our representative must get the answer "NO".

And it is a "NO" that is not easy to overcome.

Enough customer needs are established through positive questions (PROBING), which is a process of FACT FINDING.

In the PROBING stage, according to the characteristics of telemarketing, it is inseparable from the following open questions:

(1) the professional characteristics of customers;

(2) customers' family / friends network (for cross selling);

(3) customers' interests;

(4) customer's affordability.

After gathering these necessary information, the representative can provide targeted solutions to customers.

This solution can be said to be closer to the actual needs of customers, and at the same time, the probability of customers' first refusal will be reduced to a minimum.

Facts have proved that sufficient fact mining can reduce the probability of customers' first refusal by at least 10%.

Of course, there will still be overwhelming majority of customers refusing for various reasons. This is the time to test their sales skills.

A good salesperson should understand the feelings of customers, draw in the distance from customers, and explore the reasons for customers' refusal at a deeper level.

You know that every customer's refusal does not mean that he is not interested in your products. There are many other factors that influence customers' decisions, such as distribution, after sales service, advantages compared with other competitors.

Once again, ROBING representatives can find out the real mentality of customers and build customer demand again as a basis for overcoming telephone rejection.

At the same time, adding a sense of urgency in the tone will also increase the success rate of each person on the phone.