Telemarketing Reduces Customer Rejection

Introduction: as we all know, the rate of customer refusal in telemarketing 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 this part of the customer as far as possible, so that a conversation that seems impossible to reach any deal becomes a tangible sales achievement. Overcoming OVERCOMEOBJECTIONS 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:

When 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 FACTFINDING.

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

(1)

Occupational characteristics

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

(3) client

(4) client

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

This solution should be closer to the actual needs of the customer and the probability that the first rejection of the customer 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.