Learn about sales techniques
Learn about sales techniques
Effective communication has become a barrier for many people in the business industry, thus creating deadlocks when making a sale to a prospective client. This has become a major drawback for most corporate companies and telemarketers, whose prime responsibility is to make that call and secure a sale from either that respective target company or an individual client. There are learnable techniques that if implemented could help any telemarketer secure a sale comfortably.
It is imperative to note that, during your sales practice, you will be disappointed by some customers / clients through their objections towards your product. Let this not cause a barrier on your selling morale since it is an expected move pulled by some customers. You should have proper product knowledge so that you can effectively counter objections when they come.
In this article, you’ll learn about the major aspects, tips, tricks and techniques you ought to consider for you to make a successful sale. To make it a little fun, we also included some videos from popular movies... some is maybe a little unrealistic, but they still will provide some inspiration.
Before we look at these factors, there are 3 aspects you need to keep in mind:
1. Ensure the client you are trying to reach has the need for your product
2. Make sure that the client or prospect you are calling is the main decision maker
3. Ensure the prospective client you are reaching has a probable budget for the product
Having identified the above 3 aspects, you’ll be in a good position to not only make a sale, but also, maintain the client for a long time who may turn out to be a good contact or networking partner in future. Handling a call professionally and in a more cunning but intelligent way is key to closing a sale. Below are steps to follow while on the call with your prospective client:
1. Introduction or Opening the Call
Professionalism has become a core factor while opening your call to the customer or client. However, many telemarketers miss out on potential clients by being very serious and much less charming while on the call. Do not get me wrong; it is imperative that you act friendly and professional at the same time. Let your opening greetings be warm and smooth throughout. This will help the client relax and open up more to you. Many sales representatives tend to forget this aspect thus becoming too assertive or forceful towards the client with all their aggression while trying to convince them. This may work in some cases but in most instances fails and the client may hang up on you. Click here to preview a clip on how you can pull a cunning approach to a prospect, reflecting to them the merits of your product to their financial lives and carry your day by making a great sale.
Another good sales tactic is smiling while opening that call and letting the opening script flow from within. You will be surprised that the client on the other side will feel your warm welcome and would likely respond positively thus giving you a chance to proceed with the sales call or give you an appointment. Immediately, having gotten a positive response from the client, appreciate his/her by thanking them for giving you the opportunity to talk to them. This will show them that you are a professional and will exclude you from the normal or random telemarketers.
2. Building Rapport
Having successfully concluded the introduction script and noticing the client’s interest through their response, either positive or negative, build rapport with them, by knowing how their day has been. Or talk business with them. This may be about the recession that’s currently being felt throughout the world and the need to invest wisely and minimize on expenses.
Through this rapport building, the client will have softened their objections and perception towards you, making it easier for you to proceed on with the sale. Rapport building is not complete without you mirroring your client. This means, you will have to listen to their model of communication. Through the first sentence they will speak, try and analyze, reformat and evaluate it, then match their style of communication with yours. This is known as Neuro Linguistic Programming. Remember to always speak to the client about the solution you are providing with your product and not about what you do in your company. This approach quickly activates a sale and reduces hang-ups from the prospect.
In this video on cold calling, you will see how the telemarketer was interested in talking about the product he is offering and not even trying to build rapport with the prospect to establish a relationship first, while offer a solution through his product.
3. Create a Need
When you talk and explain the solutions your product is offering to your prospect, it enhances the need for them signing up for it. There is a common quote that says, “...We buy from people we know and trust, and not the product offered on the table...” Therefore, establishing a need is fundamental for a sale to be realized. If you stated off in a good note introduced yourself through the opening script, engaged the prospect in the call by building rapport with them, this would be the right time to let them know in detail the product you are offering. It is also important to have open options. Do not focus on selling your product only. Let the selling part come as a means of solving the problem the prospect admits to have, and your product being a solution.
You may miss on closing the sale, but secure an appointment with them which may later result to you not only closing on the sale, but also, establishing a clientele base which is equally important. In this phone conversation between the telesales rep and a prospect, the sales rep openly jumped into selling the product at hand, without establishing whether the prospect needed the product being offered or not. The opposite would be correct; you should establish how best the product can be of service to the client by asking open ended questions. At this point, if you go for the sale, the prospect will not feel as if you are trying to sell your product, but solve his existing problem using your product.
4. Selling the Product
Having product knowledge is fundamental for you as a telesales representative to close. This is because the client will most likely have objections in which you are supposed to professionally counter them with great solutions. When the client gives you the opportunity to sell the product to them, ensure you reach the client’s satisfaction level.
5. Handle Objections/Close
This is the most important stage. Once you note that the prospect is giving you a positive go ahead sign of product acceptance, proceed on and handle any objections that may be on their way. Having cleared their objections, close the sale.
In some cases the client or prospect will start objecting and will not give you an ample time to explain yourself. The best thing to do in this case is to listen to them and handle the objections proficiently by assuring the prospect that your intention is not to sell your product to them but just to know how they are fairing on with their current product choice or service providers and if there would be a chance to respectfully enlighten them of a new product that may serve them better even if its on a later date that they will be comfortable using it. This approach will trigger a sale and close thereafter. To know how best you can handle these early objections have a look at this clip.
It is important to note that you should always go into a call with an open mind. Be prepared to face objections, irate clients and being hanged up on, all this is part of the job. However, having a positive attitude will always take you places since no matter what the client will say, you will have a positive way of looking at it and eventually get to bring the client around and close. It is also very important to have and sound confident while making the call. Your pitch and tone will determine whether the call will be successful or not. Remember as outlined before, it is good to mirror your client and quickly identify the tone and pitch your prospect has then match it up with yours so as to be on the same page. In this video, you will find that the telesales representative let the prospect control the call. This is one of the greatest mistakes you can ever do because your client does not know the objective of the call but yourself; therefore, if he/she controls it, then you may loose the deal and thereafter fail to close.
Also, every call should be treated uniquely and without any link to the previous one. If a prospect hangs up on you, disrespects / abuses you, or on the other hand is friendly and nice to you, always ensure you perceive each client as an individual and avoid carrying the feel and mood of your current call to your next one. This way, you will approach all calls professionally and treat all your clients as you are expected to thus increase your sales.
Here below are 5 questioning techniques that would help you while handling objections and building rapport with your prospect:
Ask open ended questions & Close ended questions
These are questions that help you know more and understand the client
E.g. explain to me, how much you are willing to spend on a product?
Help me understand your preferences in regards to the mobile electronic products.
Closed ended questions are used to get specific answers from the prospect:
E.g. would you like me to explain to you how you will gain from this service?
These are questions that make the client give you the answers you want.
E.g. you wanted the prototype to be presented to you at your office don’t you?
These questions helps telemarketers get to the heart of the matter while answering objections.
What exactly would you like to know about the discounting rates we offer?
The echo questions
This is slightly raising a tone on the last word to make it into a question. It mostly repeats part of the phrase the caller used. E.g. Sorry madam I did not get you right, you said you would like us to consider?’
The And technique
This is using “And” while framing your question. E.g. ‘And I’m speaking to?”