Last week, Jon provided some great tips on developing a telemarketing call guide. One of the key points provided was that a guide allows for flexibility in ways that a script just can’t. If telemarketing is anything, it is unpredictable. You never know what you’re going to get when you dial the phone. We tend to write call guides with the ideal call outcome in mind – the qualified lead. The fact is, nearly 90% of all completed calls are not leads. This makes it critical that agents are prepared to handle situations that are less than ideal.
One way that clients can help with this is to come up with a list of potential objections, along with pointed responses that address the actual objection, as well as any underlying preconceived notions that might be causing the objection. Are they really not interested in the topic? Or are they actually just not interested in taking a telemarketing call right now? Are they loyal to one of your competitors? Or did they once have a bad experience with your company that causing them to brush you off? We train our agents to be able to handle these