Telemarketing can be a challenging industry and often unsuccessful calls create feelings of failure amongst even the most experienced colleagues. Unsuccessful calls can provide essential opportunities to develop your approach and learn to decipher which techniques work and which don’t.
How to make the most of an unsuccessful call
Enhance recognises the importance of learning from your mistakes and making sure you can prevent them from happening again. We monitor our calls and use staff performance meetings to help guide employees at every level.
Preparation is key to giving yourself the best chance of a successful call. Most customers will want to know every detail before making any sort of commitment. Therefore it is essential to prepare for every likely question. Inevitably there will be questions you do not know the answer to however it is important in this situation to maintain the trust you have built with your contact. Try your best to give an informed response and be honest if you need to seek further clarification on the subject.
An important lesson for telemarketers involves understanding the importance of prioritising listening over talking when on a call. Successful telemarketers will make the call about the customer by asking insightful questions to establish a relationship. This will allow you to better understand the person you are talking to and use any information gathered to achieve more favourable results.
Successful telemarketers will make the call about the customer
Once you have put in all of the work it is vital that you follow up with your contact. Reviewing your conversation can be a great way to summarise your key points and ensure all essential information has been discussed. After the call has taken place it can be beneficial to listen to your conversation, particularly for calls that were unsuccessful. This can offer an opportunity to develop your approach to future contacts and hopefully lead to more successful calls.
A valuable learning curve
Unsuccessful calls are not always avoidable however this does not have to be a missed opportunity. Learning from your mistakes, improving your listening skills and tailoring your own approach will help to improve the number of successful calls you make.